Branch Manager II - Steele Creek

Truliant Federal Credit Union•Charlotte, NC

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The Branch Manager II ensures that a team of individuals are focused on successfully executing the organization’s mission of improving members’ financial lives. The Branch Manager II is accountable for overseeing the daily functions of their Branch, which includes managing staff, fostering a positive environment/culture, ensuring member satisfaction and following proper Branch operation requirements. The Branch Manager II must have a hands-on leadership approach and be committed to the expansion and success of their Branch by implementing and consistently executing strategies that increase productivity and meet financial performance expectations.

Requirements

Must have excellent communication skills in English, both verbal and written
Must have superior interpersonal skills including conflict resolution and change management; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
Must have an advanced understanding of credit union operations, financial products, services and delivery systems
Must have the ability to recognize and respond to member relationship opportunities
Must have a proven, successful and consistent record of coaching and mentoring employees to improved results and a track record for strong and consistent performance to goals.
Must have ability to understand and interpret financial statements
Must have analytical, problem-solving and decision-making abilities
Must have demonstrated commitment to operational integrity, policies, procedures, and regulatory banking requirements
Must have strong community involvement and/or experience building partnerships with local businesses and organizations
Must be adaptable and flexible, with the ability to work Branch hours, including weekends and some evenings
Must have advanced PC skills, with intermediate level knowledge on Microsoft Excel and Word
Must have ability to work well under pressure in a goal -oriented environment
Must be able to resolve member complaints and coach others
Must be detail oriented and well organized, with the ability to multi-task
Must be able to work in a general office environment
Must be able to complete all assignments with minimal supervision
Should possess a strong commitment to providing excellent service to Truliant’s members
Standing, walking, bending, and stooping required
Must be able to sit at a desk for long periods of time and use a computer
Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Bachelor’s degree or equivalent experience required
Minimum 5 years of related management experience required
Requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008
Must have Notary appointment within 3 month period

Nice To Haves

Retail banking service, sales, and lending management experience highly preferred

Responsibilities

Generates new consumer and business development opportunities and drives all aspects of Branch performance, including expectations for outside business development and proactive outbound calling to the branch member base.
Builds a high performing team through on-boarding, coaching and development of Branch team members.
Demonstrates commitment to the community through active involvement in community organizations in a leadership capacity.
Develops and executes the Branch’s plan to ensure achievement of goals and objectives. Including but not limited to member service scores, budget management, loan production, deposit production and new member growth.
Coaches team to achieve individual production and service goals by engaging in meaningful financial conversations with members, providing quality guidance to improve their financial health and aid them in achieving their financial goals.
Coaches the Branch team to make qualified referrals to Truliant Financial Advisors, Truliant at Work, Mortgage Loan Officers, Business Services, Business Payment Solutions, and Associated Products and Services.
Establishes and maintains the proper environment for their Branch to allow for smooth operation of their location. Managers must leverage leadership and communication skills, actively coach, develop, motivate and support employees so that they can provide superior service to each and every member.
Sets clear objectives, behaviors, and actions for each employee which are communicated and coached to on a regular basis using the Vital Basics coaching model.
Monitors progress and tracks results for each employee and provides coaching, training, or remediation as necessary.
Ensures that all employees demonstrate consistent adherence to member service standards throughout every member-owner interaction, including problem resolution.
Ensures that the Branch team, including themselves, complies with all policies, procedures, protocol and regulatory banking requirements.
Independently performs all Branch Coordinator, Lead Member Service Representative, Member Service Specialist and Member Service Representative functions accurately and efficiently, as needed.
Reviews processes for the branch team, including writing and delivering reviews, including monthly scorecard reviews, 90-day reviews, and annual reviews.
Regularly observes member interactions, providing team members with coaching and accountability to drive continuous improvements in execution.
Conducts Stay Interviews and LEAD meetings according to prescribed timeline ensuring documentation is completed in Workday.
Develops and creates relationships with internal and external partners/networking groups to achieve desired Branch production metrics
Creates, develops, and executes an annual business plan for the Branch.
Adheres to the Branch budget by managing controllable operation expenses and payroll.
Makes decisions that are within their authority and demonstrates good judgement by balancing the need of the member with the good of the credit union.
Effectively handles and resolves member escalations
Embodies Truliant’s corporate identity in professionalism, spirit, mission, values, and ethics.
Serves in a leadership capacity with community organization(s) aligned with Truliant’s mission.
Viewed as a leader amongst peers because of their willingness and ability to assist other leaders with executing the organization’s mission and sharing best practices for execution excellence.
Works with the Regional Director and/or other senior leaders in the organization to assist with special projects or other initiatives.
Serves as a mentor for new or existing Branch Managers throughout the footprint of the Credit Union.
Assists with other tasks and projects as assigned.