Branch Specialist Floater I

Tower•Laurel, MD

13d•Onsite

About The Position

The Branch Specialist is an important role that requires a dependable and flexible incumbent that is capable of travelling to all Tower community and sponsor branches and Member Service Center with the ability to perform the tasks of each position relevant to and necessary to meet business needs. Cross-selling a full range of financial products and services and maintaining individual sales and referral standards is integral to meeting company goals. Performs administrative duties, system data entry and information retrieval, ensures compliance with Federal and State regulatory statutes, as well as internal policies and procedures. The Specialist must be aware of and follow security procedures for all locations. Acts as the primary contact for all potential, new, and existing members and executes all types of share and loan services, accepts various applications, determines membership eligibility, and makes sound recommendations for lending. A broad scope of knowledge about products, services, regulations, and the overall functions and procedures of branches and other operational departments is required. The Specialist provides on-the-job coaching where applicable to support branch needs. Delivers training evaluation and guidance for both new and existing Teller and MSR employees. Under the direction of the Manager, Branch Operations, provides ongoing coaching support to the Specialist team to meet and maintain departmental sales goals. Provides ongoing support to the Manager, Branch Operations and Manager, Business Systems with direct input for testing of system upgrades, releases, and operational process improvements. Assists with the development of procedures for same. As directed by the Manager, Branch Operations, provides support to other TFCU departments, on an as-needed basis, to support special initiatives, projects, or departmental vacancies.

Requirements

High school diploma or an equivalency certificate.
One year of experience providing direct customer/member service preferably in a business office setting.
Or, an equivalent combination of education and experience.
Demonstrated interpersonal skills to positively represent the Credit Union during member interaction.
Ability to effectively operate PC (using a Windows operating system) and other office equipment.
Ability to operate PC in a Microsoft Windows environment
Ability to operate Microsoft Office applications (Word, Excel, PowerPoint) with proficiency.
Ability to use computer-based training and e-learning programs/resources using developmental software, relevant Internet and Intranet applications.
Ability to enter data, sort and extract, understand the application of and interpret for other information derived from database systems.
Ability to map PC workstations when floating between multiple and varied locations
Ability to operate branch site with no other Senior or Supervisor
Ability to make sound judgments while conducting member transactions.
Ability to handle physical security of branch and adhere to all controls in place
Ability to serve as branch resource for more complex computer and system related issues.
Ability to identify and utilize computer-based training and e-learning programs/resources using development software, relevant Internet and Intranet applications.
Ability to prioritize, organize, and handle multiple tasks.
Ability to read and comprehend procedure manuals, simple instructions, short correspondence, and memos.
Ability to provide explanation or instruction in a one-on-one or training situation.
Ability to present information and respond to questions from various organizational levels to influence opinions or build a basis for decision making.
Ability to follow detailed written and oral instructions.
Ability to develop solutions for problems with abstract variables in ambiguous or novel situations without regular management oversight.
Ability to define problems, collect data, establish facts, and draw valid conclusions with support of multiple projects or initiatives on a daily basis.
Ability to prioritize diverse job assignments and meet established deadlines.
Ability to handle multiple job assignments and establish priorities.
Ability to maintain accurate records and files including schedules.
Ability to work under stress.
Ability to arrive at work routinely and promptly and maintain productivity.
Ability to work with minimal supervision.
Ability to plan and manage multiple tasks and projects.
Ability to maintain sensitive and confidential information.
Ability to work effectively with colleagues and supervisors.

Nice To Haves

Ability to lead branch team and direct staff members in daily branch operations, train, coach and motivate team.
Strong facilitation skills
Demonstrates sound knowledge, understanding and application of training and organizational development concepts and theories, adult learning principles, team building and needs analysis.
Demonstrates capability to access and utilize technology resources in support of employee learning and development presentations and within training plan design.
Must possess excellent public speaking and presentation skills to support Training facilitation on the job
Ability to provide constructive feedback to others.
Ability to understand and apply adult learning principles.
Ability to facilitate training and focus group discussions.
Ability to facilitate group discussion and gain consensus.
Ability to work with Branch Management to help develop possible training needs for staff.

Responsibilities

Serves as a primary contact for all potential, new, and existing Members and services all share and loan requests. Performs teller duties and maintains teller standards.
Interviews, evaluates, and underwrites loan applications for all types of consumer and home equity loans.
Cross-sells a full range of financial products and services to Members. Meets and maintains sales goals as determined by V.P. Branch Administration. Initiates telephone and/or direct mail contact to new and existing Members to enhance the relationship, ensure satisfaction, and cross-sell additional products.
Ensures proper identification and eligibility requirements of members by following Credit Union policies and procedures for member identification and follows established security measures to guarantee the confidentiality of our membership.
Performs administrative and teller duties to support an outstanding level of member service, where timeliness, accuracy, and follow-through are critical, ensuring compliance with all Tower policies and procedures and Federal and State regulatory statutes. Demonstrates proficiency with all required systems and ensures all entries are complete and accurate.
Provides on-the-job coaching, evaluation, and documentation of the achievements of new and existing Tellers and MSR’s. Communicates job readiness of employee to branch supervisors, Manager, Branch Operations, and Training/OD. Supports both new and existing employees on the job, to enhance skill level, ensure optimum performance, and/or diagnose performance issues.
Responsible for timely follow-up with new and existing Teller or MSR employees to help ensure successful transfer of skills and knowledge from training to the job. This will require collaboration with the supervisors and seniors evaluating and coaching employees on the job, where applicable, to assess and identify the need for additional training or other learning to meet requirements.
Provides direct support to Manager, Branch Operations to test system enhancements and provides reporting on findings to ensure effective resolution.
Under the direction of Manager, Branch Operations, assists with updates to training materials related to system enhancements and resources and provides coaching regarding procedural changes to front-line staff.
Responds promptly to member inquiries and requests and performs file maintenance for information regarding a full range of products/services to include: savings, checking, certificates, IRAs, loans, etc.
Interviews, evaluates, and recommends to Members TFCU products, services, and loans to adequately meet the needs and financial goals. Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law.
Researches and resolves account problems and discrepancies to include error resolutions, and fraud/ACH affidavits. Makes necessary corrections and resolutions, as appropriate.
In Branches where Safe Deposit service is available, responsible for the opening, closing, and file maintenance of all Safe Deposit boxes for the membership in compliance with Credit Union policy and security procedures. Provides Members access to their safe deposit boxes in compliance with Credit Union policy/procedures.
Determines the credit worthiness of applicants, evaluates the sufficiency of collateral, verifies that the required documents have been received, and completes and prepares disclosures, Truth in Lending statements, financing statements, addendums, liens, and any other loan documents needed for disbursement.
Possesses knowledge and ability to perform and/or assist with balancing and audits of ATM at all branch locations. Adheres to standards and guidelines for controls in place for same.
Possesses good verbal and written skills to include the ability to compose, prepare, and send correspondence to the membership.
Responsible for the security of negotiable instruments to protect TFCU assets.
Will be required to balance the branch, ATMs and ensure all negotiable instruments are secured in the vault.
Acts as interim Senior Teller or MSR in absence of same. Will be required to assist other teller or MSR staff with procedural questions and make sound judgments while conducting member transactions. Can assist with balancing of ATMs and ensure all negotiable instruments are secured in the vault.
Performs in a Branch leadership role (Manager, Assistant Manager, Teller Supervisor) whenever necessary in order to ensure daily operations are properly executed and member services are uninterrupted; leads and directs Branch team members to meet this objective when designated.
Demonstrates ability to act as a peer mentor and resource for Branch Specialist I, to include, but not limited to, on-going coaching for sales success. Tracks, maintains, and reports sales performance to Manager.
Demonstrates ability to act as a peer mentor and resource for Branch Specialist II, to include on-going coaching for sales success. Tracks, maintains, and reports sales performance to Manager.
Under the direction of Manager, Branch Operations, provides direct support to business systems initiatives including software upgrades, procedural changes, and implementation of products through testing and training facilitation and assists with development of procedures and processes in support of same.
Performs related duties when assigned.