Service Manager II - Fairbanks 10th Ave.

Credit Union 1 Alaska•Fairbanks, AK

12d•$62,509 - $92,323•Onsite

About The Position

The Service Manager plays a key role in overseeing branch operations, coaching and developing a team, while ensuring exceptional member service. In partnership with the Branch Manager, this position helps create a supportive and engaging environment that fosters growth, teamwork, and excellence. The Service Manager’s leadership is crucial in ensuring smooth daily operations, enhancing sales performance, and maintaining compliance with the credit union’s policies and procedures. This position will step-up in the absence of the Branch Manager, helping resolve complex member needs, driving service excellence, and supporting the development of teller staff. Fosters a positive, service-driven environment, and help’s mitigate risk to contribute to the overall success and growth of the branch. This position is located at our MAC Division Fairbanks Branch on 10th Ave.

Requirements

Must be a high school graduate or equivalent with a minimum of one year experience in a financial institution.
Must possess a thorough understanding of regulatory requirements associated with negotiating financial instruments.
Must be able to handle member and employee matters in a professional, tactful and confidential manner.
Must have the ability to effectively supervise, motivate and lead branch team to consistently attain sales and service goals and to comply with various organizational and regulatory requirements.
Must have sound judgment and organizational skills.
Excellent communication skills with members, credit union employees, executive management and the public is required.
Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs.
Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).

Nice To Haves

Supervisory and consumer loan processing experience is preferred.

Responsibilities

Leads with enthusiasm and commitment to Credit Union 1’s core values.
Collaborates with the Branch Manager and Human Resources to recruit, hire, and manage teller staff.
Oversees training, scheduling, and work assignments for the teller team.
Provides ongoing coaching and performance management, including corrective action when necessary, through partnership with Branch Manager and Human Resources.
Facilitates onboarding and continuous development of teller staff.
Approves timecards and maintains branch staffing schedules.
Encourages and assists branch employees to enhance behavioral interactions and exceed member service expectations through regularly scheduled observations and coaching.
Lead by example, modeling needs-based conversations and proactive solutions.
Motivate the team to achieve service and sales goals through regular feedback and coaching interactions.
Encourage a culture of continuous learning and growth through cross-training opportunities.
Champion a member-first approach, ensuring every interaction is meaningful and positive.
Conduct audits and ensure adherence to policies, procedures, and regulatory requirements.
Maintain a welcoming and professional branch environment, ensuring cleanliness and proper marketing material display.
Oversee daily cash handling, timely work audits, and transaction approvals with accuracy and accountability.
Review and assess unusual transactions, using sound judgment to protect members and the credit union to be compliant in the area of Bank Secrecy Act.
Effectively delegates daily branch operational tasks to appropriate teller staff.
Responsible for ensuring day to day branch processes are completed as assigned.
Reviews suspicious or unusual transactions.
Approves transactions within defined authority levels.
Uses critical thinking and conservative judgement along with defined policies and procedures to determine if the transaction or item is valid.
Issues transaction overrides and removes flags appropriately.
Ensures completion of end of day procedures, including the balancing of cash vaults, as needed.
Assists in the maintenance, security and safety of the branch. Follows operational procedures for opening and closing the branch.
Oversees the effective maintenance of ATMs and ITMs and ensures proper administration of training is completed.
Assists Branch Manager on a regular basis with the processing and closing of loans and completion of all documents.
Step in as Interim Branch Manager when needed, providing consistent leadership and direction.
Maintain accurate branch records and collaborate with other departments to ensure compliance.
Serve as a mentor and resource for the MSO team when the Branch Manager is absent.