Branch Administration Manager (Hybrid)
Company: Wescom Central Credit Union
Posted on: June 22, 2022
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
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
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
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
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
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
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
Proficient in Microsoft Applications (Word, Excel, PowerPoint,
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.
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.
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
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
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
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