Branch Administration Manager (Hybrid)

Company: Wescom Central Credit Union
Location: Pasadena
Posted on: June 22, 2022

Job Description:

POSITION SUMMARY:

Manages the Branch Administration Team to support the branch network and Business Development initiatives in a variety of environments, seven days per week. In addition, the Branch Administration Manager supports the Director of Branch Administration with management of the Branch Quality Assurance Program and Branch Quality Assurance Specialist.

Branch Administration staff includes but is not limited to: Senior Floater Assistant Managers, Floater Assistant Managers, Floater Member Service Representatives, and Branch Quality Assurance Specialist.

Supports the Director Branch Administration in managing staff to achieve assigned goals and coaches/reviews performance accordingly. Fosters an organizational culture that reinforces member service, financial discipline, operational excellence, efficiency, process improvement and teamwork. Leads staff to perform transactions, establish memberships, loan accounts and loan services, share accounts and savings services and performing data entry of records in compliance with audit requirements. Models desired behavior promoting optimal engagement by providing specific, accurate and timely information to members regarding Credit Union products and services and current marketing promotions.

Responsible for pro-actively resolving escalated member inquiries and problems at the first point of contact. Support the organizations strategic objectives by establishing goals that are specific, measurable, attainable, realistic and timely.

ESSENTIAL POSITION FUNCTIONS:

Manages Branch Floater staff to provide staffing assistance between branches in network, Mobile Branch and Business Development events or functions to ensure required staffing, service and security levels are met. May oversee branches in absence of management staff. Fosters an environment that supports teamwork and collaboration.

Supports the Director of Branch Administration in managing the Branch Quality Assurance functions including developing, planning, and assigning, of the branch reviews. Manages the Branch Quality Assurance Specialist and the Branch Quality Assurance audit-level risk assessment to identify enterprise and process-level risks and key control points. Manages test procedures appropriate for the branch risk profile.

Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Organizational Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes. Assumes personal accountability for maintaining high service standards and operational excellence throughout the network. Promotes advocacy and takes personal responsibility to ensure that member issues are handled properly at the first point of contact. Focuses on achieving successful results in the Member Experience Survey. Creates an environment that supports teamwork and collaboration, throughout the organization.

Manages staff and directs management activities of the Floater Assistant Managers, Floater Member Services Representatives and Branch Quality Assurance Specialist. Assists Director of Branch Administration in establishing performance goals in alignment with organizational objectives, allocates resources, and assesses performance of staff.

Effectively manages and adjusts to swiftly changing priorities, product and service offerings and systems. Ensures staff knowledge is current.

Responsible for selecting, coaching, evaluating, and developing direct reports. Oversees the training of staff in the areas of member service, products and services, operations, and interpersonal skills. Ensures training objectives are met, including regulatory training, and Wescom University core curriculum is completed by all employees.

Develops annual goals for service, growth, and other key areas for department. Sets individual goals for staff. Coaches staff to achieve growth through needs-based sales and service skills to match services to member needs. Ensures staff efforts are focused on achieving goals and aligned with Wescom's strategic objectives.

Supports staff and branches in attracting new members and managing account retention with an emphasis on engagement within the branch network. Supports Business Development events and functions. May participate in community events, Chamber of Commerce meetings and activities as well as CCUL Chapter events.

Manages the budget and ensures expense control in all areas including salaries and overtime.

Ensures staff compliance with audit and security standards, policies and procedures and loss prevention measures. Maintains confidentiality of Credit Union and member records.

Ensures that the physical environment of the area served (Mobile Branch and Traditional Branches) is maintained according to Wescom standards and the staff's appearance reflects the desired level of professionalism.

Responsible for the implementation and training of new processes to the team through onsite training and sessions at job family meetings. Represents the department in new project implementations which may involve multiple departments and external vendors.

Coordinates with Regional Vice President regarding deployment and communications concerning branch service disruptions. Coordinates with Information Technology department for data and equipment for the Mobile Branch

COMMITTEE PARTICIPATION:

Member of Management Team: Joins with all members of management to review and address member service delivery and related functions, operational policies, employee issues, quality control problems, planning items, and other Wescom activities. The position is eligible for the Credit Union's Management Team Incentive Program and Team Award.

EDUCATION AND EXPERIENCE:

Bachelor's Degree or five or more years previous management experience in a financial institution.

OTHER SKILLS AND ABILITIES:

Extensive knowledge of credit union operations, ability to demonstrate excellent analytical skills, communication skills, both written and oral, professional conduct and appearance, detail oriented, good organizational skills, ability to work in a fast paced environment, ability to work well with others and be a team player, and ability to be creative and a goal oriented individual.

COMPUTER SKILLS:

Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook).

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

The individual in this position is on-call for matters that arise before and after normal business hours, including weekends. Mandatory travel may be required.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

Keywords: Wescom Central Credit Union, Pasadena , Branch Administration Manager (Hybrid), Executive , Pasadena, California