Branch Experience Manager - Greystone Branch

Avadian Credit Union•Birmingham, AL

About The Position

The Branch Experience Manager guides, oversees, trains, and evaluates branch staff and resolves problems within established policies and guidelines. The role uses service skills to create a delightful experience for members and staff. The manager oversees staff coaching, performance, and development; supports staff knowledge of Avadian products, services, procedures, and the Sales Flow Model; communicates branch plans and objectives; evaluates training comprehension and operational efficiency; and ensures effective use of the client relationship management system. The role works with management to implement branch sales goals, monitors financial performance, recruits for future staffing needs, and represents Avadian in the communities it serves. Weekend work and relief coverage at other branches are required.

Requirements

Significant financial services and sales experience.
Proactive approach to maintaining member satisfaction and meeting member needs.
Ability to work under a sales goal or quota system and meet branch sales objectives.
Excellent written and verbal communication skills.
Positive attitude, pleasant demeanor, decisiveness, and professionalism.
Availability to work weekends and provide relief coverage at other branches when needed.

Nice To Haves

At least three years of similar or related experience is preferred.
A college degree in business administration or a related field is preferred; alternatively, a high school diploma with extensive managerial experience at a financial institution.

Responsibilities

Manage branch staff, including coaching, performance management, and development.
Coach, train, and hold staff accountable for using Avadian’s Sales Flow Model.
Ensure staff maintain thorough knowledge of Avadian products and services, including features, benefits, processes, guidelines, and procedures.
Communicate with staff about 90-day action plans, goals and objectives, secret shops, corporate initiatives, and training opportunities.
Assess staff training comprehension, confidence in the sales flow model, and operational efficiency.
Ensure staff know how to use Avadian’s client relationship management system, including referrals, sales and contact events, phone logs, extended information, and reports.
Work with management to develop, communicate, and implement branch sales goals and directives while maintaining a delightful branch experience.
Monitor branch financial performance.
Work weekends and provide relief coverage at other branches when needed.
Continuously recruit for future staff.
Learn, demonstrate, and foster the Avadian WHY statement in all actions and words.
Represent and promote Avadian in the communities it serves.
Perform other duties as assigned.