Manager Branch Experience

Arrowhead Credit Union Careers•Upland, CA

About The Position

The Manager, Branch Experience leads their team to deliver exceptional member service; ultimately driving member loyalty, engagement, and a favorable reputation within the community. This role is responsible for all aspects of the member experience; including accurate, efficient, consultative service from a highly-skilled, highly-engaged team. The Manager, Branch Experience expertly develops and implements plans to achieve the Credit Union's strategic goals, while effectively communicating with vision and passion that motivates and inspires their team to deliver superior results. This role builds and fosters a culture that promotes the one-team spirit, acting with integrity, taking action, courage, and having an open mind, all in the spirit of service and advocacy for the membership.

Responsibilities

Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
Ensures that exceptional member service is being provided to members and team members, at all times.
Serves as a strong example of leadership in work ethic, professionalism, and conduct.
Actively participates in and provides leadership for the team in meeting the goals of the department and the Credit Union by promoting a harmonious work environment that motivates others towards team participation, goal setting/accomplishment, and personal development.
Ensure staff commitment to member service standards. This includes leading by example with a positive and professional tone and demeanor when assisting members and team members. Using courage and integrity to take action and provide friendly service at all times.
Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility.
Observes and assesses branch service effectiveness on an ongoing basis; develops and implements strategies for coaching, recognition, and talent management that result in exceptional member experience, member loyalty and engagement.
Creates and implements a branch service plan that includes team development, efficiency, accuracy, and member experience; driving positive results in member experience and a favorable and trusted view within the community.
Analyzes reports and information to identify branch strengths and opportunities; uses this information to create and augment branch plans.
Continuously advocates for the membership; makes sound and swift decisions while balancing service and risk; provides solutions and makes recommendations to further improve member experiences.
Plans and facilitates team meetings that drive branch efficiency, promote excellent internal and external service, and continuously develop the team skills and behaviors.
Oversight of comprehensive branch operations in accordance with organizational policy and procedure, including; overall accuracy in service, internal audit process, security controls, risk management, and loss prevention.
Ensures adherence to security controls to protect the branch against criminal/fraudulent operations and unnecessary risk/exposure.
Collaborate with regional Membership Development team to build and nurture a positive reputation amongst key community relationships.
Assists AVP and VP of Branches/Member Experience with organizational initiatives as needed.
Performs supervisory duties: interviews applicants; plans, assigns, directs, and evaluates direct report’s work, measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews, recommends salary increases and develops higher levels of expertise in Team Members through training.
Supports and assists at branches throughout the Arrowhead branch network.
Regular and predictable attendance and punctuality.
Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Identity Theft Red Flags and Office of Foreign Assets Control (OFAC) and complies with all federal and state laws/regulations as well as organizational policies, procedures, and processes applicable to area of responsibility.
Other duties as necessary and assigned and deemed necessary by the Supervisor to achieve the goals of the Credit Union and department.

Benefits

Wellbeing
Weekly pay
401K Retirement Savings Plan with company match
Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays
Paid sick leave
Company-provided life insurance at twice your annual salary
Financial Education Programs
DoorDash DashPass
Health Medical, Dental, and Vision Insurance for part-time and full-time employees
Modern Health Care.com subscription
Teladoc
Career Development
Career development opportunities
Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program.