Assistant Manager, Branch Experience (Eastern Region)

Arrowhead Credit Union•Rancho Cucamonga, CA

1d•$70,222 - $105,333•Hybrid

About The Position

The Assistant Manager, Branch Experience supports the Manager, Branch Experience in delivering exceptional member service; ultimately driving member loyalty, engagement, and a favorable reputation within the community. This position fosters one-time spirit, acting with integrity, taking action, acting with courage, and having an opened mind, all in the spirit of service and advocacy for the membership. This position will collaborate with Branch Managers in the Eastern Region Branches including Highland, Highland In-Store, Rialto, Fontana, San Bernardino, and Yucaipa.

Requirements

Exceptional member service skills.
Strong leadership and team development abilities.
Ability to manage multiple competing priorities.
Knowledge of branch operations, security controls, new account compliance, cash management, and audit integrity.
Understanding of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC).
Ability to handle complex member inquiries and escalations.
Proficiency in writing and publishing schedules.
Experience in researching, evaluating, and implementing projects.
Supervisory experience including interviewing, directing work, performance reviews, and mentorship.

Responsibilities

Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
Ensures that exceptional member service is being provided to members and team members, at all times.
Serves as a strong example of leadership in work ethic, professionalism, and conduct.
Actively participates in and provides leadership for the team in meeting the goals of the department and the Credit Union by promoting a harmonious work environment that motivates others towards team participation, goal setting/accomplishment, and personal development.
Ensure staff commitment to member service standards. This includes leading by example with a positive and professional tone and demeanor when assisting members and team members. Using courage and integrity to take action and provide friendly service at all times.
Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility.
Assists in the development and implementation of branch plans; responsible for executing strategies on team engagement, branch efficiencies, accuracy, and member experience.
Executes branch talent development plan ensuring team is trained to provide exceptional member service, identifying member needs, offering solutions, and completing tasks with accuracy and efficiency.
Develops their team to deliver superior performance through observation, informal and formal coaching, documenting, and delivering performance reviews, and administering disciplinary action when deemed necessary.
Actively builds, cultivates, and manages positive relationships with team members throughout the organization; Continuously advocates for the member making swift decisions while balancing risk and service.
Serves as a subject-matter expert, teacher, coach, and facilitator; assists in preparation and facilitation of team meetings and learning events.
Quickly resolves member escalations with the ability to handle complex inquiries and conduct research to provide appropriate solutions that result in a positive member experience.
Responsible for accurate completion of overall branch operations, including but not limited to; general branch operations, security controls, new account compliance, loan quality, cash management, and audit integrity.
Writes and publishes branch schedules that prioritize the member experience while balancing budgets and adherence to local laws and in accordance with Team Member Handbook guidelines.
Assists in researching, evaluating, and implementing branch and/or organizational projects; continuously looks to improve experiences and makes educated recommendations.
Acts as the leader on duty, in the absence of more senior leaders.
Performs supervisory duties: interviews applicants; plans, assigns, directs, and evaluates direct report’s work, measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews, recommends salary increases, and develops higher levels of expertise in Team Members through training and mentorship.
Supports and assists at branches throughout the Arrowhead branch network.
Regular and predictable attendance and punctuality.
Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Identity Theft Red Flags and Office of Foreign Assets Control (OFAC) and complies with all federal and state laws/regulations as well as organizational policies, procedures, and processes applicable to area of responsibility.
Other duties as necessary and assigned and deemed necessary by the Supervisor to achieve the goals of the Credit Union and department.