Assistant Financial Center Manager

SECU•Pasadena, MD

5h•Onsite

About The Position

The Assistant Financial Center Manager is accountable for service, sales, and operations for the Financial Center. This individual is responsible for all member and employee experience related activities through effective communication and coaching. The Assistant Financial Center Manager is proficient in performance and talent management, membership growth and experience, operations and compliance, and achieving performance results. This individual is responsible for developing effective relationships with internal and external partners. The Assistant Financial Center Manager collaborates with the Financial Center Manager to achieve Retail Banking objectives and member escalations. Assistant Financial Center Managers have a thorough knowledge of SECU�s products and services and are accountable for their behaviors and results while upholding SECU�s Code of Conduct. The Assistant Financial Center Manager 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 and related regulations, such as OFAC, and the USA Patriot Act, Fair Lending and Information Security.

Requirements

High School Diploma is required
At least 3 years of retail banking experience
At least 1 year of leadership experience, including people management experience
Demonstrates an understanding of SECU's culture, core values, mission and strategic priorities as it relates to one's work and overall performance
Clearly communicates information, thoughts and ideas in a clear, concise and organized manner
Identifies opportunities to improve efficiency, reduce errors, or enhance member satisfaction
Prioritizes tasks effectively to support team goals and organizational timelines
Applies critical thinking to troubleshoot issues and escalate concerns when appropriate
Understands the importance of confidentiality, compliance, and ethical behavior in daily responsibilities
Adapts to changes in processes, tools, or organizational priorities with a positive, solutions-focused approach
Maintains professionalism in communication, behavior, and representation of SECU
Proven leadership, relationship building, goal attainment in retail banking sector

Nice To Haves

College Degree Preferred

Responsibilities

Ensure timely and accurate financial services are provided to the membership by demonstrating leadership, direction, and effective monitoring of staff at the Financial Center
Partner with Financial Center team members to set value-add SMART goals and create Individual Development Plans impacting professional development.
Effectively demonstrate active listening, effective communication, and coaching skills when with team members in all delivery channels.
Establish appropriate documentation of developmental conversations to set a foundation for effective performance management, including but not limited to: annual and 90-day reviews, performance improvement, and Connections.
Correspond as a liaison between management and member advisors to ensure successful execution of financial center needs.
Conducting yearly performance evaluations to assess staff member accomplishments while setting desired goals for the coming year.
Holding recurring coaching meetings to go over progress, provide feedback and overcome any challenges
Conducting interviews, providing training, and overseeing performance to ensure that staff members can fulfill their duties effectively.
Guide team members in providing needs-based solutions for members and contribute to the overall wellness of the membership base and the Financial Center in a timely and accurate manner.
Model and demonstrate active listening and strong communication skills when working with members in all delivery channels while maintaining SECU's service level agreements.
Actively take part in and coach all lobby leadership activities.
Lead the collaborative process inclusive of other business line partners that contributes to the deepening and enhancing of member relationships.
Develop, maintain, and grow effective working relationships with community partners, in support of retail banking objectives.
Engagement in the community along with connections that contribute to member satisfaction and retention
Capture member feedback regularly and act on it to enhance services and resolve concerns.
Actively ensure the Financial Center is meeting its goals by regularly monitoring Center and individual employee performance.
Educate, train and motivate team members to ensure quality referral and cross-sell success.
Model and demonstrate educating members on all applicable products, services and channels of delivery.
Positively influence employee engagement results by facilitating and fostering a cohesive, professional environment.
Exhibit expertise of the various functions and procedures of SECU's divisions and operating partners.
Adhere to all federal, state, and SECU specific policies and procedures as well as participate in timely and effective audits.
Comply with security guidelines to ensure safety of self, other SECU team members, property, and member information.
Ensure a thorough knowledge of SECU loan policy and state/federal consumer lending regulations as well as a working knowledge of real estate loans.
Manage Financial Center staffing including effective scheduling, leave requests, and partner with HRD in recruiting and sourcing.
Maintain compliance and identify opportunities for improvement by conducting routine audits and monitoring procedures.
Provides day-to-day coaching, guidance, and performance feedback to Membership Advisors and Member Service Representatives to ensure service, operational accuracy, and member experience standards are met.
Monitors individual and team performance, including referral activity, service quality, operational compliance, and adherence to branch procedures; addresses performance gaps promptly.
Assists in scheduling, workload distribution, and managing daily staffing needs to maintain efficient branch operations.
Supports hiring activities by participating in interviews, offering input on selection decisions, and assisting with onboarding and training new team members.
Ensures team members follow policies, regulatory requirements, and internal controls related to account opening, transactions, authentication, and member information security.
Provides real-time support for escalated member issues and serves as the next-level resolution point when frontline staff need assistance.
Reinforces a culture of member experience excellence through ongoing coaching, recognition, and accountability.
Tracks and documents performance observations to support evaluations, development conversations, and corrective-action processes when needed.
Models professional behavior, service standards, and operational accuracy, setting the tone for the branch team.