Senior Branch Associate, Greece Branch

The Summit Federal Credit Union•Rochester, NY

20d•$28 - $30•Onsite

About The Position

The Senior Branch Associate (SBA) is responsible for performing the duties of a Senior Member Service Specialist, in addition to serving as the highest level senior; as such, the Senior Branch Associate supports the Branch Manager and/or serves as the acting or back-up Branch Manager when the Branch Manager is at an alternate physical location or otherwise unavailable, due to other pressing or increased responsibilities. Authority and decision-making levels are greater than those assigned to the Senior Member Service Specialist role(s). In coordination with the Branch Manager, additional responsibilities include providing coaching support, procedure/policy guidance, and training to other employees in the branch, as necessary. Collaboration between the Branch Manager and the Senior Branch Associate is imperative for smooth operations. Based on business needs, Branches are allocated a Senior Branch Associate when a branch has been identified as requiring additional support in order to better meet the needs of the members (such as branches with high traffic, volume, and/or unique service needs). The designation of SBA roles is assessed on a case-by-case basis. This position can be regarded as a junior manager or manager- in-training who is able to carry out directions from the Branch Manager and has some limited decision making responsibilities.

Requirements

Associates or Bachelor s degree preferred.
Experience: 3+ years of professional experience in a related field.
Notary: Must have Notary public license or willingness to obtain within 6 months.
Microsoft Office Suite, particularly: Outlook, Word, and Excel
Office equipment, such as computers, printers, copiers, and fax machines, as well as multi-line phone systems
Intranet/Internet
Web-based vendor systems
Teller and Banking Software
Calculator
Demonstrate solid judgment in decision-making.
Possess solid understanding of basic math, equivalent to 12 grade level or higher.
Adept to interpret and perform credit union transactions, in compliance with policies and procedures, as well as with federal laws and regulations set forth by the National Credit Union Administration and other regulatory.
Lifting (5-10 pounds)
Standing/Sitting extended periods of time
Extended periods of time working in front of computer monitor
Typing
Excellent verbal and written communication skills
Strong organizational skills
Ability to maintain confidentiality and be collaborative
Must be able to sit and or stand for an extended period of time in a normal office environment.
Occasional lifting required.
Occasional travel to other branches.
In compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (S.A.F.E. Act) and the statute s regulations, applicants must be eligible to register as a Mortgage Loan Originator (MLO). Candidates being considered will be subject to a credit check and fingerprinting.
Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

Responsibilities

Performs the duties of the Senior Member Service Specialist:
Takes ownership and acts to resolve member complaints as they occur, in collaboration with the Branch Manager.
Assists the manager in preparing daily, weekly, and month-end reports regarding operations and productivity (including: number of transactions, loan volume, sales volume, etc.).
Assists the manager with scheduling, motivating and leading the branch staff in an effort to maintain optimal member service satisfaction levels.
Monitors queue calls and branch traffic volumes in order to direct workflow to branch staff and ensure member satisfaction levels are maintained.
Aligns with the Branch Manager regarding policies and procedures.
Conducts overrides as appropriate to assist members as assigned by the branch manager.
Handle sensitive member concerns as priority items to assure timely and fair resolutions. Handle operational issues with a sense of urgency. Communicate concerns and or recommendations to manager.
Assists with audit procedures to ensure compliance with controls. If weaknesses are identified, reports them to the Branch Manager.
Assists the manager with daily huddles and communicating end of week production update, as appropriate.
Monitors quality of service for members, and ensures that employees are maximizing opportunities to sell/cross-sell products and services, while meeting or exceeding own sales performance goals.
Follows and supports CML guidelines and principals by providing On the Go coaching, as well as participating in monthly interactive observations as outlined by corresponding CML - related documents.
Participates in and assists Branch Manager with the quarterly CML - related branch sales meetings.
Assists the Branch Manager in evaluating staff s performance by providing feedback in preparation of annual reviews.
Communicates policy and procedure changes to branch staff and provides training accordingly.
Assists in managing the security and safety of the branch, by reviewing and carrying-out security and safety policies and procedures. Alerts staff of any changes.
May act as first responder for facility concerns or issues.
Participates in the interviewing, hiring and training of new tellers and member service team members.
Assists in ensuring that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
Performs various other branch duties (ie: tellering, overrides, balancing, coaching), as necessary in order to maintain service levels and meet branch performance expectations.
Actively, maintains knowledge of the Credit Union s products and services in order to efficiently train and motivate staff to cross-sell.
Supports Branch Manager within the business community, as needed.
Performs other various duties as assigned.