Branch Experience Manager

Redwood Credit Union • Santa Rosa, CA

12h

About The Position

Redwood Credit Union is seeking a Branch Experience Manager who will provide vision and leadership to branch personnel to achieve or exceed established goals. Manage, plan, coordinate and ensure the administration of the day-to-day operations of a small, medium or large branch office. Develop lines of business and ensure quality Member service at all times.

Join us and discover why you'll love working at Redwood Credit Union!

ABOUT REDWOOD CREDIT UNION (RCU):
At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.
As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.
Why work for Redwood Credit Union?
• 27th largest credit union in the U.S. and the largest financial institution based in the North Bay
• Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial
• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"
• Recognized by Newsweek as one of "America's Best Credit Unions 2025"
• Top Corporate Philanthropists (#24) - San Francisco Business Times
• Voted Best Places to Work in the North Bay 20 years in a row
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Industry leading Net Promoter Scores across the U.S.

Requirements

• Excellent leadership and problem-solving skills.
• Ability to influence and motivate others.
• Ability to direct and supervise the work of others.
• Thorough knowledge of modern sales management principles, practices, and techniques.
• Knowledge of business development methods and practices and program development.
• Thorough knowledge of branch operations policies and procedures.
• Excellent oral and written communication skills.
• Excellent organizational skills and ability to prioritize and successfully manage multiple tasks and deadlines simultaneously.
• Ability to work and act independently and confidentially, using discretion and tact.
• Ability to analyze situations and recommend workable solutions.
• Ability to effectively research and report data.
• Ability to distinguish and manage confidential material and information.
• Ability to work a rotating schedule which will include working on rotating Saturdays.
• Ability to attend morning and evening meetings and events.
• Ability to establish and maintain effective working relationships with a diverse group of people; desire to work in a team environment.
• Demonstrated ability to cross-sell financial services products.
• Skilled in the operation of office equipment including PC with word processing and spreadsheet software, intranet, and Internet access.
• Ability to obtain and maintain registration with the National Mortgage Licensing System and Registry in compliance with the requirements of Federal Law, including the SAFE ACT and NCUA part 761.
• Position requires the ability to be a registered and designated endorsee with the California Department of Insurance.

Nice To Haves

• The ideal candidate has a combination of education and experience equivalent to a bachelor’s degree in business administration, accounting, finance or closely related field and a minimum of eight years of financial services, sales, or operational management experience.

Responsibilities

• Manage branch, employees and resources to ensure delivery of excellent service to all Members, volunteers, internal employees, and service providers by ensuring that Members are informed and aware of our full range of products and services.
• Branch goal achievement by ensuring staff effectively cross-sells RCU, RCU Investment Services, RCU Insurance Services and RCU Auto Services products and services.
• Allocate assigned goals among branch staff ensuring overall branch goal achievement.
• Support an effective sales and service culture by coaching, recognizing and rewarding branch staff for achievement of sales and service goals.
• Establish and maintain relationships with key contacts in the community.
• Identify and drive additional business opportunities through community involvement and business development efforts.
• Participate in community events, community volunteer boards & associations.
• Adjust community and business development activities to align with the organizational priorities.
• Conduct regular one on one coaching sessions with all branch staff.
• Plan, coordinate, communicate, and execute regular sales and service meetings.
• Ensure timely resolution of identified Member issues.
• Ensure staff is scheduled appropriately to ensure superior Member service and branch needs are met.
• Ensure ongoing staff training and development.
• Plan, coordinate, communicate, and execute regular staff meetings.
• Ensure branch staff receives and understands important organizational communication.
• Collect and analyze weekly/monthly reports to evaluate strength and weaknesses of branch to improve performance.
• Actively recruit, interview, select, and hire qualified employees.
• Conduct and deliver performance evaluations and merit increases for branch staff.
• Coach, mentor, motivate, develop and discipline branch staff.
• Attend and participate in internal meetings and disseminate information to staff.
• Professionally represent the credit union at external functions and activities, acting as an ambassador for RCU.
• Review and identify cost effective and efficient utilization of branch resources.
• Ensure acceptable branch audit by ensuring compliance with established policy and procedures.
• Safeguard Member information and ensure confidentiality by following established policy and procedures.
• Support branch staff to ensure they can perform all their job duties, including being able to perform those functions yourself as needed.
• Recommend and implement policies and procedures.
• Draft correspondence for Member related inquiries.
• Participate in credit union committees.
• Perform special projects, research, and analysis as requested.
• Perform other duties as assigned.
• Participate in community events, community volunteer boards & associations.

Benefits

• Competitive medical, dental, and vision insurance, mental health offerings
• Employee performance incentive plan
• Salary Advancement– Merit increase based on performance
• 401(k) program with employer match
• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!
• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans
• RCU employees are eligible for a 1% discount on all recreational or boat loan products
• 2% discount off Visas and LOC Loans through RCU
• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.
• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.
• 0% interest on garment, fitness, or home office equipment loan of up to $500
• 100% financing for employee purchased homes!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level