Branch Manager

Atlantic Financial FCU
The Branch Manager is responsible for managing sales and service performance of branch staff

Full Time
City: Hunt Valley

The Branch Manager provides first line supervision to branch personnel, call center personnel, and serves members directly. The Branch Manager is responsible for managing sales and service performance of branch staff while maintaining proper security procedures ensuring personnel actions are aligned with industry and company policies and procedures.

Essential Duties and Responsibilities:
• Lead and coach staff to meet exceptional service standards and expectations
• Develop and execute plans to meet and exceed both individual and branch sales goals while maintaining efficient operations.
• Review performance results and meet with all staff members for individual development needs.
• Work with Business Development to support and develop new membership prospecting opportunities both with existing SEG groups and in the community.
• Ensure all staff members have received necessary training to be successful in their role.
• Maintain accountability of staff members through performance improvement and disciplinary actions as needed.
• Supervise the activities of the branch operations by assigning work, answering questions, solving problems, helping with complex transactions and sensitive member relations problems, and providing leadership and support for optimal branch performance
• Advise staff on policies and procedures concerning member account issues
• Monitor and evaluate the work of Assistant Branch Manager and Member Service Reps, providing prompt and objective coaching, written performance reviews, and counseling as appropriate
• Prepare and present monthly branch meetings
• Engaging members in conversation to uncover their financial needs
• Train branch personnel in operations, policies and procedures, credit union product and services, member relations, and security procedures
• Support member services by opening accounts, taking loan applications, disbursements all other member and/ or personnel support requests
• Approve requests for overrides, exceptions, and fee refunds as appropriate
• Provides support and fill-in assistance for all credit union positions including vault custodian
• Prepare branch reports
• Work Saturdays and at other branch locations on occasion as needed
• Ensure policies and procedures are practiced consistently within the branch
• Maintain a cross-servicing environment in the branch
• Ensure ATM’s and teller drawers balance every day, providing assistance to locate any differences
• Perform dual control as needed
• Maintain internal controls and compliance with applicable rules and regulations
• Ensure all negotiables and confidential records in the work area are properly secured
• Exhibit professionalism and confidentiality when handling member accounts
• Schedule staff to meet branch needs
• Ensure that security measures are adhered to
• Independently applies and carries out policies and procedures within assigned area of responsibility
• Assist in meeting the objectives for the department as set forth in the credit union’s strategic plan
• Attend credit union training and onsite events as required
• May be required to attend off site credit union networking events
• Maintain and operate the surveillance hardware
• Comply with credit union policies for all employees, including fraud policy and computer usage policy
• Other duties as assigned

• Superior sales and service performance
• Demonstrated coaching skills
• Intermediate computer knowledge and experience with Microsoft Office programs such as Word, and Excel required
• Experience with or demonstrated ability to learn and use the systems required for the job functions including Symitar, Synergy, ATM, and Ascensus
• Ability to work accurately with numbers and perform intermediate mathematical calculations with accuracy.
• Experience with a 10 key calculator is required
• Ability to exercise judgment, logic, and initiative with integrity
• Effective interpersonal, verbal, and written communication skill
• Communicate and interact with members and co-workers in a professional, engaging, courteous and confidential manner
• Ability to interpret and explain regulations, instructions, and procedures
• Ability to work independently and as a part of a team with little to no supervision
• High degree of accuracy with attention to detail required
• Strong and Creative problem-solving skills to effectively identify and resolve issues with member accounts
• Ability to facilitate communications, work assignments, and feedback between staff and management
• Ability to maintain composure under pressure and manage stressful situations with patience and courtesy
• Take initiative and lead by example
• Performs at a consistently high level
• Knowledge of applicable regulatory requirements including BSA, Reg. CC, Reg. D, and Reg. E
• Thorough knowledge of the regulatory environment for credit union
• Must be bondable and maintain bondability throughout employment with the credit union

Education and/or Experience:
• Associates degree with minimum four years of experience in branch operations or combination of relevant education and work experience
• Minimum four years of customer service experience/call-center environment preferred
• IRA knowledge is required
• Previous supervisor experience in a credit union preferred

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