Assistant Branch Manager

APL Credit Union•North Laurel, MD

13d•$60,000 - $66,500•Onsite

About The Position

The Assistant Branch Manager is responsible for assisting with the management, coaching, training, direction, and business development efforts of the Credit Union that offers a full range of services to current and potential members. Assume full responsibilities for the operation of the Branch in the absence of the Branch Manager.

Requirements

High school diploma or GED equivalent required.
Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.
One year of related experience in customer service or retail environment is required.
Attention to detail – strong focus on accuracy in transactions and record-keeping.
Cash handling – ability to handle cash with minimal errors. Proficiency in handling, counting, and verifying cash and other financial tools.
Communication skills – the ability to deliver clear and concise verbal and written communication with members and peers. Change delivery of information based on audience. Conduct effective meetings.
Confidentiality – handles member and co-worker information with discretion.
Decision Making – ability to act with confidence on one’s own following appropriate policies and procedures while utilizing resources available to make decisions.
Emotional Intelligence – maintain self-awareness, self regulation, self motivation, social awareness/empathy, and relationship management.
Integrity and Trustworthiness – high ethical standards and discretion in handling sensitive information. Only discuss member information on a needs to know basis with applicable team members and/or leadership.
Math – ability to perform basic calculations quickly and accurately.
Member Service – must interact with members in a professional and courteous manner, while maintaining composure in busy and stressful situations. Put the members first and strive for a positive experience with each interaction.
Organized – skilled at organizing oneself, workspace, and tasks.
Professionalism – represent the Credit Union values through appearance and behavior.
Reliability – consistently showing up on time and being dependable for coworkers and members.
Technology Proficiency – must understand teller systems, credit union software, and office equipment.
Time Management – ability to manage tasks efficiently in a fast-paced environment. Being able to move from one task to another in a quick manner.

Nice To Haves

2+ years of related experience in a financial institution
Cash handling experience
Supervisor experience
Coaching and Development – advanced skills with the ability to show and explain to others how to perform specific tasks; teach procedures, policies, and best practices clearly. Provide positive and constructive feedback in a supportive, timely and respectful manner. Develop and refine coaching plans based on team and individual performance needs.
Conflict Resolution & De-Escalation – ability to remain calm when a member and/or team member is upset, confused, or frustrated while bringing a heighted situation to resolution. Actively listen, show empathy, and guide the conversation for positive results for the Member.
Delegation – the ability to assign tasks to others.
Flexibility and Adaptability – ability to be flexible and adaptable to everyday changes and credit union needs. Can quickly shift gears to assist peers without hindering one’s own responsibilities.
Initiative – ability to be a self-starter.
Problem Solver – ability to address and resolve member concerns or transaction discrepancies effectively using critical thinking skills. Ability to address and resolve employee relations concerns in partnership with the Branch Manager.
Product Promotion and Knowledge – awareness of credit union products and services, with ability to identify and recommend appropriate solutions to customers.
Regulatory compliance and security – advanced knowledge and ability to comply with credit union regulations and security.
Resourceful – the ability to rely on resources available independently.
Role Model – the ability to demonstrate a senior manager standard of excellence and inspire others through one’s actions and behaviors.
Training – the ability to tailor trainings according to individual and team learning styles.

Responsibilities

Act in accordance with the core values to assist in reaching APL Federal Credit Union’s mission and vision.
Assist Branch Manager in directing and assisting subordinates.
Observe performance, recommend development actions and discipline.
Work with Branch Manager to prepare written development plans to improve performance of staff not meeting expectations.
Assist with the orientation and training of new hires.
Conduct/oversee operational, service and sales, and compliance training to ensure staff has a thorough knowledge of all Credit Union products and services.
Personally attend all training sessions mandated by Credit Union management.
Collaborate with Branch Manager and Human Resources on employee relations matters and adherence to Credit Union personnel policies and procedures.
Open or close the Branch in absence of Branch Manager or as required by Branch Operations.
Perform all required operational and procedural duties, consistent with Credit Union guidelines to include but not be limited to cash management and proper BSA guidelines and procedures.
Assist operations management by providing feedback and recommendations for the recruitment, selection, promotion, and advancement, of employees.
Maintain branch security by ensuring adequate action plans are prepared and followed in support of the credit unions business continuity plans.
Ensure employees are knowledgeable about and follow established daily operating procedures including robbery and other disaster responses.
Respond quickly and professionally to more complex or sensitive member issues escalated from the tellers, MSAs, and call center representatives. Handle member inquiries and complaints that cannot be resolved by staff. Initiate research and follow-up where necessary.
Plan, organize, assign, and monitor the workflow of the branch lobby area in conjunction with the Branch Manager to ensure effective delivery of products and services.
Direct branch personnel, in conjunction with the Branch Manager, by establishing annual performance goals consistent with the board approved strategic and operational plan. Guide staff activities toward the attainment of branch goals.
Act as MSA or Senior Teller performing appropriate duties to assist members due to staffing needs.
Other duties as assigned.
Coordinate actions in conjunctions with operations management to restore branch operations and services.