Financial Services Manager

O2 Consulting Group
As a member of the team, the Financial Services Manager be responsible for the management and leadership of Financial Services Representatives

Department: Member Experience
Reports To: Director of Member Experience
Classification: Exempt
Supervises Direct: 4
Supervises Indirect: 0
Approved By: CEO

Role: Responsible for the management and leadership of Financial Services Representatives and the ongoing management of full-service credit union branches. Manages the day-to-day branch operations including sales and service activities in support of stated goals, ensuring the delivery of exceptional service consistent with the credit union’s member experience initiatives. Provides members with financial needs assessments and makes appropriate recommendations. Serves as an expert in credit union products and services and models exceptional service and sales skills. In accordance with credit union lending policies and procedures, receives and reviews applications for consumer credit loans, approving those loans that meet the established lending criteria and are within approved lending limits.

Essential Functions & Responsibilities:
Assumes responsibility and ownership for branch operations, providing leadership, management, training and coaching to the service and sales staff at respective assigned locations. Conducts and documents monthly one on one sessions with direct reports in support of performance management and personal development.
Focuses on the consultative sale/cross-sell of products and services and an exceptional member service experience by maintaining an up-to-date and comprehensive knowledge of all Credit Union products and services.
Works closely with branch staff to actively cross-sell Credit Union products and services to achieve maximum sales and service quality goals, providing focus on their individual development.
Provides exceptional member service experience, meeting member’s service and sales needs.
Achieves monthly sales and service goals for assigned branch.
Participates and actively embraces our incentive program.
Initiates and coordinates sales related activities in the branch sales centers.
Provides counseling to members to improve credit history and their overall relationship with the credit union.
Serves as resource for local employee sponsor groups (SEGs) for financial planning services and financial education seminars.
Maintain expert-level knowledge of the products offered to provide members with detailed information and answer questions regarding loan products, rates and the loan process etc.
Interviews members, taking applications and granting full range of consumer loans up to the allowable LTV when conditions warrant.
Evaluates loan applications and credit criteria, granting loan requests or referring applications to Senior Loan Officers and/or executive management when conditions exist that place lending judgment outside of authorized parameters.
Processes loan disbursements for branches and informs branch staff of loan status at time of disbursement.
Maintains daily, weekly and monthly loan count for department manager.
Develops and maintains cohesive relationships with members, setting an example for staff and supporting the membership with exceptional service. Proactively prospects and acquire new members, build on existing member relationships.
Greats and welcomes all members and visitors in a professional manner.
Develops, maintains and expands new and existing member relationships, acting as a Credit Union ambassador and providing an exceptional member experience.
Interacts with members to resolve account and service issues and provides proper resolution in a professional manner. Performs account research and collaborates with members to resolve advanced account discrepancies.
Opens new accounts, services existing accounts and provides members with all pertinent information.
Responds to electronic requests for service and issue resolution, escalating to the appropriate staff or manager for assistance.
Takes appropriate measures to establish member identification before processing transactions.
Evaluates the job performance of subordinates to ensure quality of work and service to members. Provides input on teller area staff performance appraisals. When necessary, participates in teller disciplinary actions.
Reviews departmental performance and identifies and recommends remediation, training and process changes to ensure maximum productivity levels are achieved.
Adheres to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information.
Assists Director of Operations in ensuring all security and compliance provisions are in place and being practiced.
Completes annual training, where applicable, to remain current with regulations and compliance procedures.
Maintains and demonstrates practical knowledge of branch security procedures to ensure the safety and soundness of the credit union.
Develops and maintains an internal audit process in support of credit union compliance objectives.
Assumes responsibility for office equipment and building maintenance. Coordinates with property manager for building maintenance when necessary. Coordinates with equipment vendors for office equipment maintenance when necessary.
Assures the branch always maintains a professional appearance.
Assists credit union in meeting promotional and strategic goals.
Projects a positive and consistent image of the Credit Union in all roles.
Participates in all corporate initiatives to include training and development programs and the business continuity program.
Represents the Credit Union at various functions to develop new business opportunities and proactively seek out referrals from current members.
Performs special projects as required of the position or as assigned.
Performs other job-related duties as assigned to drive the mission and fulfill the vision.

Knowledge and Skills: Prior lending experience in loan processing, underwriting, product management and applicable regulatory laws which impact consumer loans is required. Prior service and sales experience are required. Strong knowledge of financial products and service.

Education: Bachelor’s degree and 3 years of related experience or equivalent combination of educational and work experience.

Interpersonal Skills:
Ability to communicate clearly and concisely. Excellent written, verbal and presentation skills. Ability to communicate effectively with staff, members and potential members.
Ability to lead, providing direction, motivation and management with a significant level of diplomacy and trust.
Ability to set and manage expectations.
Ability to respond within agreed upon timelines.
Ability to prioritize and problem-solve.
Ability to collaborate productively with colleagues and vendors, in a cooperative spirit with mutual respect.

Other Skills:
Strong organizational skills.
Flexibility in work schedule and be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Skill in performing mathematical calculations and working accurately with numbers.
Proven experience in managing multiple projects and assignments.
Independent thinker and self-starter, accomplishing objectives with limited supervision.
Sound decision making to quickly resolve issues or know when and to whom to escalate.
Ability to maintain privacy of member account information and Credit Union sensitive data.
Strong member service orientation and demonstrated skills in relationship management and maintenance.
Comprehensive knowledge of financial industry’s state and federal regulations such as Reg B, Reg E, Reg D, Reg CC, Reg Z and the Bank Secrecy Act.
Proven experience in Windows applications and Microsoft Office products.
Ability to function within credit union financial transactions system and become proficient in operational applications, utilizing personal computers, ten-key calculator, fax, copier, telephone and other equipment necessary for completion of job responsibilities.

Physical Demands:
Ability to use full range of body motion including manual and finger dexterity and hand-eye coordination.
Hearing to normal range.
Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Ability to lift 25 pounds, sit for long periods of time and use a computer for prolonged periods of time.
Ability to communicate in complex sentences; using proper punctuation, grammar and vocabulary to convey detailed instructions or ideas accurately, audibly and quickly. Ability to read and comprehend at a moderate to high rate.

Mental and/or Emotional Requirements:
Must be able to perform job functions independently and work effectively either on own or as part of a team.
Must be able to plan and direct the work activities of self and others.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within the organization and demonstrate the highest levels of member service and discretion when dealing with co-workers and the public in all matters.
Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.

Interested parties should send a resume and a short bio to O2 Consulting Group – teresa@o2consultinggroup.com. Qualified candidates will be interviewed first by telephone and then scheduled for a remote interview with the credit union’s senior leadership team.