Branch Officer

Primary Summary:

Responsible for directing and administering the operational efforts of the branch. Ensures established policies and procedures are followed. Oversees provision of a full range of services to members and prospective members. Ensures members are promptly and professionally served. Trains, directs, and supervises branch staff. Accountable for maximizing revenues, sales, member satisfaction, and minimizing operational losses as well as deepening existing relationships and minimizing member attrition. Responsible for successful implementation of promotional campaigns and product initiatives at the branch level. Incumbents are either sales (with business development goals) or service focused.

Essential Functions/Position Responsibilities:

• Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the credit union, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.

• Analyze staffing requirements on an ongoing basis.  Appropriately create monthly staff schedules and ensure appropriate coverage at all times.

• Troubleshoot and resolve internal and external inquiries.

• Conduct all member new account functions, including processing request for new services, providing counseling and cross selling appropriate products or services to benefit the member and achieve established sales goals. Review all documentation for completeness and accuracy according to the organizations compliance guidelines.

• Acts as a Loan Officer, originate and close consumer and home equity loans within established policies and limits. Assists members with mortgage loan inquiries and origination as needed.

• Develop account relationships with commercial business members. Participate in personal calls/visits, assessing needs and offering products/services to meet those needs.

• Ensure personnel are well trained in all phases of their respective jobs. Complete orientation of new employees in overall branch procedures. Actively participate in cross-training personnel and assure staff is kept abreast of all products and services.

• Prepare month-end management reports which apprise executive management of the status of branch activities.

• Ensure all branch transactions are balanced at the close of each day. Oversee individual accountability for the handling of cash and assist in resolving balancing problems.

• Is responsible for maintaining office building, grounds, equipment and fixtures.

• Ensure members’ requests and questions are promptly resolved. Handle members’ complaints effectively.

• Develop and implement annual department budget; review monthly to analyze variances and assure expenditures remain within limits.

• Primary Security officer for the branch. Conduct required security meetings with staff to ensure compliance. Open and close the building in accordance with set hours and tests security equipment monthly.

• Monitor closely industry trends in lending and deposit operations to feed research and development activities and assure that the credit union’s products, services and processes are remaining competitive. Manage and oversee expenses. Pursue cost-saving measures.

• Represent the credit union at local community events and networking opportunities to promote branch growth.  Responsible for business development in market area and managing relationships with current credit union partners.  Coordinate bank at work programs for member growth opportunities.

• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.

Position Requirements:

Experience

A minimum of five (5) years of experience in a member service, lending, or operations role within a credit union or financial institution that encompasses a broad knowledge of products and services.  Experience supervising staff is preferred.

Requires a thorough knowledge of all credit union products, services and procedures.  Requires the ability to build external relationships and sell credit union concepts to business leaders and individuals.

Education/Certifications/Licenses

A Bachelor’s Degree in Business Administration, Marketing, or related field, or the equivalent combination of education and experience is required.  Proficiency with computer software applications is also required.

Interpersonal Skills

Must have excellent interpersonal skills in both dealing with members and colleagues.

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Competencies:

Member / Stakeholder Focus:  Builds and maintains effective relationships with credit staff, lenders and members.  Identifies member/stakeholder’s needs and expectations.  Listens carefully in order to see issue from their point of view.  Offers practical solutions or recommendations focused on achieving the member/stakeholder’s expectations.

Adaptability:   Learns and adapts quickly in new situations.  Possesses a flexible style, the ability to change and adapt to fit circumstances.   Adjusts with ease, resulting in successful performance.

Personal Accountability:  Accepts responsibility for own actions, including failure. Embraces experiences as learning opportunities and does not blame others.

Collaboration:    Values others and different perspectives.  Actively seeks and enlists participation of other departments, functional areas and individuals in order to achieve goals.  Promotes the common good, extends self beyond personal self-interest; engages in appreciative inquiry and a spirit of caring, not finger-pointing or blaming.

Decision Making:  Gathers and analyzes information.  Uses and creates analytical tools to assess and measure information to support business recommendation and decisions.  Considers consequences and arrives at a timely decision that supports the achievement of organizational goals.

Results Oriented:  Drives behaviors to emphasize achievement.  Is self-directed toward accomplishment.  Is action oriented.  Openly embraces challenge. Pursues opportunities.  Is consistently high achieving.

Business Knowledge & Innovation:  Knows how business works; demonstrates knowledge of current business practices and future trends.  Knows the competition.  Generates new ideas and approaches to enhance the originations' systems, products, processes or effectiveness.

Talent & Performance Management:   Uses a systematic approach to attract, develop and retain people with the competencies needed to drive and achieve current and future objectives of the organization. Creates and communicates standards and expectation for direct reports; provides timely accurate feedback.

Physical Demands:^[1]

• Ability to sit and/or stand for long periods of time; reach with hands and arms.
• Sustains repetitive motions while using computer keyboard.  Close vision for the computer screen is also required.
• Bends, stoops, kneels, pushes and pulls while filing or moving supplies.
• Occasionally lift and/or move up to 30 lbs.

NOTE:  This job description has been designed to indicate the general nature and level of work performed by staff members within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of staff assigned to this position.

[1]  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions