Mgr Retail Services Sr

Kinecta Federal Credit Union•El Segundo, CA

2d•$93,200 - $116,500•Hybrid

About The Position

The Mgr Retail Services Sr is responsible for overseeing the assigned Member Service Centers; the overall success and growth for assigned Member Service Centers; acting as the relationship manager for existing members and providing them with continuing financial advice as appropriate, determining member’s loan and deposit needs and deepening existing member relationships; directing the staffs at assigned MSCs and attaining maximum MSCs productivity, member service and new business development objectives. The position is also responsible for meeting all the compliance and audit requirements. This position typically oversees a Member Service Center that has a larger deposit base, higher transaction volume, complex transactions, or assigned FTE. This individual may be responsible for overseeing multiple Member Service Center (MSC). The Mgr Retail Services Sr position is at the management level and reports to the Regional Director of Retail Services in assigned area. The position works with a minimal amount of supervision and direction and is authorized to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policy and procedures Kinecta Federal Credit Union in general.

Requirements

Knowledge of sales, business development, branch administration, and products and services.
Knowledge of financial industry rules and regulations.
Proven sales and service capability.
Exceptional written and oral communication skills.
Strong presentation skills.
Ability to understand branch financials and profitability.
Ability to provide effective leadership and guidance to staff.
Ability to integrate and communicate information on a one-on-one basis as well as in group situations and in writing.
Ability to analyze and solve problems.
Ability to interact with staff, members and others encountered in the course of work.
Ability to learn and apply new information or skills.
Ability to observe and interpret people and situations.
Ability to perform highly detailed work on multiple, concurrent tasks.
Ability to use math and apply mathematical reasoning and abstract statistical concepts.
Ability to work under intensive and competing deadlines.
Bachelor’s Degree from an accredited college or university in a relevant field and/or a combination of education and experience.
Minimum of 4 years of branch management experience in a financial institution.
Minimum of 5 years’ experience in the areas of sales, service, and operational management.
Notary certification is a requirement.
One year of relevant professional-level work experience may be substituted for one year of required education.

Responsibilities

Overseeing the assigned Member Service Centers.
Ensuring the overall success and growth for assigned Member Service Centers.
Acting as the relationship manager for existing members, providing financial advice, determining loan and deposit needs, and deepening member relationships.
Directing staff at assigned MSCs to achieve maximum productivity, member service, and new business development objectives.
Meeting all compliance and audit requirements.
Providing employees timely, candid, and constructive performance feedback.
Developing employees to their fullest potential and providing challenging opportunities for career growth.
Developing the appropriate talent pool for bench strength and succession planning.
Recognizing and rewarding high-performing employees.
Developing and attaining production, service, sales, and service quality goals at assigned MSCs through comprehensive and measurable sales and service activities.
Leading the branch/team in new membership growth.
Training and development of new employees at their assigned Member Service Center.
Evaluating the overall effectiveness of Member Services Centers through analysis of sales and service reports.
Communicating Member Service Center goals and service and sales expectations to all staff members.
Maintaining and managing mortgage, equity, and consumer loan pipelines, resolving "prior day" issues, and complying with new account and loan audit requirements.
Providing coaching to Member Service Center employees to ensure consistency of sales and service standards.
Utilizing coaching and counseling to build and increase sales and service performance of staff members.
Conducting, complying with, and monitoring audit guidelines and ensuring operational integrity of the MSC.
Ensuring branch operations are properly managed and involved in daily operations as needed.
Assisting members with notaries, medallions, and signature guarantees.
Ensuring proper coverage of the MSC by adequately staffing the branch, setting appropriate schedules for staff, and monitoring paid time off schedules, reviewing timecards.
Operating the MSC as a profit center with direct control of expense and revenue generation.
Providing high-level support to the Regional Manager in creating a strong sales and service culture in assigned MSC.
Providing direction and support to MSC staff members to ensure proper safeguarding of assets and conformity to Credit Union policies and procedures.
Minimizing Credit Union exposure to losses through appropriate risk assessment and management.
Recruiting and developing top talent at all levels of the Member Service Center.
Soliciting local Select Employee Groups (SEG) to increase presence within the community.
Increasing existing SEG penetration through lunchtime visits and seminars.
Identifying opportunities for brand and image campaigns and submitting ideas and requests to the Marketing Department.
Sponsoring local community events on behalf of Kinecta Federal Credit Union.
Working in conjunction with the Communities Program Manager assisting and participating with projects and events.
Working with business partners such as Mortgage, Wealth Management and Business Services to build relationships with members for these services.
Coordinating with other Kinecta departments, including Talent Development, to bring focused and specific training to MSCs as needed.
Becoming the subject matter expert with regards to the local community.
Gathering market data regarding the local community to enable building and maintaining relationships with existing and new members.
Maintaining memberships and other relationships with community organizations including Chambers of Commerce, Rotary to build relationships with new and existing members.
Acting as a subject matter expert with complex transactions with minimal support.
Working under pressure with minimal Regional Director support.
Assisting the Regional Director when they are not in the office by supporting other MSCs.
Assisting the Regional Director with special projects.
Coordinating and leading Manager’s meetings.
Managing multiple MSC’s.
Engaging and motivating team members on a consistent basis to increase productivity and reduce branch turnover.
Performing other duties including special projects as assigned.