Branch Operations Supervisor II

RADIFI FEDERAL CREDIT UNION • Jacksonville, FL

73d

About The Position

RadiFi Credit Union is seeking a Branch Operations Supervisor II to work under the direction of the VP of Retail Operations & Sales, responsible for supporting the Retail Branch network in meeting team and individual goals. This role will ensure consistent processes, maximum system utilization, adoption of best practices, and consistent service standards. Plays a central role in developing, documenting, and maintaining all retail branch operational procedures. Ensures the branch network has appropriate coverage by working or assigning float positions to the branches as needed. Must have reliable transportation to allow for coverage at branch locations based on business need. Location and duties may vary daily. Has supervisory responsibilities over a retail branch. Supervises, coordinates and reviews the work of assigned staff. In conjunction with HR, supervises employee status changes, conducts performance evaluations and salary reviews for assigned staff, and applies company policy. This role has limited supervision and inspection of work. Works with the VP of Retail Operations & Sales to produce financial or strategic results that are expected to have an impact on current organizational results.

Requirements

• Minimum of two (2) years of Teller experience is required.
• Familiarity with teller staffing, development and operations including hiring, coaching, negotiated items, check hold decisions, fraud detection, teller regulations and balancing is required.
• Proven leadership experience with a sales & service focus in a bank or credit union is needed.
• A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program/prior work experience.
• Degree preferred in business, finance, accounting, or a related field.

Responsibilities

• Work with HR and retail management to interview, hire and onboard new associates.
• Complete orientation of new branch support employees in overall branch procedures.
• Ensure branch support personnel are well trained in all phases of their respective jobs and in compliance with regulatory requirements.
• Train associates by modeling our sales and service standards designed to establish strong member relationships.
• Develop employees’ skills in the Credit Union’s preferred way of selling, coach on sales strategies and tactics, professionally handle nonperformance, and conduct effective 1-1 sessions.
• Appraise performance and provide recommendations for staff compensation, promotion, and termination as appropriate.
• Direct job assignments, monitor staff performance, and hold branch support staff accountable to performance objectives.
• Maintain appropriate MSR staffing levels at all branches based on transaction volume.
• Schedule floaters and/or reassign resources as needed.
• Create, update, and maintain comprehensive branch procedures and training materials for frontline operations.
• Ensure operational procedures are aligned with policy changes, regulatory requirements, and best practices.
• Collaborate with compliance, risk, and training teams to ensure procedural documentation remains current and effective.
• Achieve monthly/annual goals based on budget.
• Work outbound calling campaigns to assist assigned staff in meeting sales goals.
• Generate new revenue opportunities for the branch network by providing guidance on potential new products or solutions based on member and consumer feedback.
• Advocate for and advance the digital readiness of branch support staff to increase adoption and utilization of the Credit Union’s digital services among the team and membership.
• Ensure MSR processes are efficient and representative of best practices for our industry.
• Oversee new MSR mentoring program in conjunction with RadiFi's Training Department.
• Maintain up-to-date policies and procedures for all MSR related functions.
• Ensure MSR processes and documentation are in full compliance with all Federal regulations including the Bank Secrecy Act.
• Administer quality loop member service survey and internal service survey program.
• Respond to audit findings and take corrective action when needed.
• Keep inventory of all MSR equipment, service schedules and the like.
• Assist with identifying out-of-balance situations with MSR's.
• Participate in community events to represent the Credit Union.
• Perform other job related duties as assigned.

Benefits

• Equal Opportunity Employer
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees