Assistant Branch Manager

First Financial Federal Credit Union of Maryland•Lutherville, MD

10h

About The Position

Assists the Branch Manager in providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Supports the branch by providing members with one-stop experience to fulfill all their financial needs from service to sales, including account opening, maintenance, and transaction processing, while focusing on consultative conversations to deepen relationships and become a trusted advisor. Actively promotes a variety of banking solutions to enhance a member’s service experience and achieve their financial goals. Assists the Branch Manager in assuming responsibility for efficient branch operations, targeted business development, consistent cross-selling efforts, and excellent service delivery in compliance with regulations, policies, and branch procedures. Trains, directs, and assists in developing the skills of employees within the branch network. Acts in capacity of Branch Manager as necessary.

Requirements

Professional with a positive mindset with ability to develop a rapport and deepen relationships with our members, adhering to confidentiality expectations.
Strong supervisory skills and serves as a role model by exhibiting a professional, knowledgeable, and friendly attitude.
Member Centric focus and growth mindset with an emphasis on quality service in all interactions
Knowledge of credit union best practices, policies, compliance rules, and regulations.
Basic knowledge of the credit/debit card dispute process, Zelle P2P dispute process, and Bill Payment services
Proficient understanding of the credit and debit card process including working knowledge of core processing and card processing systems]
On-call response to resolve ATM system issues affecting member services
Occasional local travel to support business development
Advancement is based on demonstrated expertise, supervisory ability, success of team, and manager recommendation.
Demonstrated leadership experience
Two (2) years of credit union or bank management experience preferred
Two (2) years of customer service or sales experience
Demonstrated work-related experience may be considered instead of education requirements
High School Diploma or GED equivalent required
Ability to obtain and maintain job-related certification if no job-related advanced degree
Meet or exceed continuing professional education (CPE) requirements

Nice To Haves

Ability to read, write, and speak Spanish proficiently is a plus.
Preferred: Bachelor’s degree in business or related field.

Responsibilities

Provide members with a one stop personalized and frictionless experience through exceptional service delivery to fulfill their financial needs, create memorable experiences, and improve engagement.
Expertise in engaging members with consultative conversations and successfully deepening relationships and becoming a trusted advisor.
Assist in resolving member complaints promptly and efficiently utilizing de-escalation techniques as needed. Strive for member satisfaction and identify opportunities for improvement.
Demonstrated expertise in identifying/assisting members who have become victims of fraud, account takeover, or identity theft; assists in making necessary changes to protect their account(s); escalate cases as appropriate.
Proficient in use of CRM (Customer Relationship Management) system and other resources.
Identify lending opportunities and partner with lending to ensure successful member experience.
Proactively reaches out to members to contribute to the retention and expansion of member relationships.
Drive proactive sales conversations through internal interactions and outbound calling.
Supervise and evaluate the branch staff to enhance individual productivity and enable them to function according to their role.
Provide in-the-moment training for branch staff, coaching, and mentoring to branch staff. Recommend remedial training as warranted.
Acknowledge employee successes, identify deficiencies/opportunity for growth; provide supporting documentation, relay/escalate and provide updates to management; assist in preparation of staff assessments, recommend disciplinary action.
Broad knowledge base to include features/benefits of our services/products, and systems and familiarity with resources/tools.
Support daily operations of branch and manage risk while demonstrating sound judgement within established limits and guidelines.
Responsible for vault and ATM management and maintenance to include after-hours response and monitoring.
Expertise in fraud prevention and detection; educate staff to recognize unusual activity.
Assist in responsibility for quality control of completed work; documenting and overseeing corrections.
Accountable for any in-branch issuance of debit cards and the complexities of plastic related compliance.
Exercise override authority and resolve complex problems.
Uphold established security controls to protect the facility, cash on hand, and safeguard members/employees against criminal and fraudulent operations. Document through incidence response when applicable.
Complete certifications to perform Medallion Signature Guarantees and Notary Services.
Assume responsibility for the branch in the absence of Branch Manager.
Partner with Marketing to support business development strategies within assigned branch’s footprint.
Represent the branch network in implementation and testing of a variety of projects/initiatives.
Actively support Marketing through participation in community outreach opportunities.
Performs other related duties of similar scope and complexity.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.