Assistant Branch Manager, Five Points
About The Position
The Assistant Branch Manager's primary responsibility is to ensure the highest level of member satisfaction and loyalty. They will oversee a team of member facing representatives providing guidance, support and coaching. The Assistant Branch Manager is responsible for ensuring quality interactions, assisting team members in one stop resolution and handling escalations and complex problems. They will lead their team, ensuring that they meet credit union goals and objectives while providing exceptional service to our members. They are responsible for fostering a positive and inclusive workplace culture, while driving employee growth and development.
Requirements
- Three years to five years of similar or related experience.
- A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.
- Work involves extensive personal contact with others and is of a personal or sensitive nature.
- Motivating, influencing, and/or training others is key at this level.
- Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Responsibilities
- Model exceptional service to both internal and external members and demonstrate a strong commitment to the organization's Do More Good culture by leading by example, fostering a positive work environment, and promoting our core values in all interactions.
- Consistently identify the needs of members and recommend appropriate credit union solutions in order to build member loyalty and meet or exceed organizational goals.
- Oversee daily operations, manage team performance, and ensure alignment with organizational scorecard and priorities by setting and holding staff accountable to clear goals, providing regular feedback, and facilitating effective communication.
- Conduct regular performance evaluations, provide constructive feedback, and manage performance modifications in accordance with UICCU policies and ensure accountability and continuous improvement.
- Assist members with account needs, answer questions about products and services and resolve problems that are within their authority to resolve.
- Effectively manage and resolve internal and/or external member escalations by identifying issues, implementing solutions, and ensuring member satisfaction while maintaining a professional and empathetic approach.
- Review transactions that require additional security confirmation(including employee transactions) and provide over-rides as needed.
- Maintain compliance with applicable regulations and actively manages operational policies and procedures.
- Identify and implement process improvements and innovative solutions to enhance departmental efficiency, reduce costs and support overall organizational goals.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
