Branch Supervisor - Parker Branch

Description

Role:

• Ensures members and potential members receive fast, courteous, and accurate service in the branch; explains services, sets up new accounts, responds to problems, and directs members' phone calls to the appropriate area. Directs and schedules resources needed for the credit union and it's members. Supervises, assists, and trains Relationship Advisors and Service Advisors. Coaches and develops staff members to ensure excellent service is delivered to members. Demonstrating and upholding our Core Values and WE Standards is a fundamental responsibility of every employee and is required in all positions throughout the organization.

Essential Functions & Responsibilities:

• Assists members and employees with inquiries, answers questions about products and services; resolves problems within their authority; refers problems that are beyond their authority to the next level supervisor, along with their recommendations. Schedules and monitors daily activities of Relationship and Service Advisors.
• Schedules, trains, and observes the work of Relationship and Service Advisors. Evaluates and reviews performance and recommends to management salary adjustments or disciplinary actions.
• Identifies opportunities and cross-sells services to members.
• Support the Member Care Center during periods of high call volume or staffing needs by assisting with incoming member calls, ensuring consistent service quality across all channels.
• Orders daily cash requirement for credit union branch. Manages vault cash
• Ensures that member account information is properly recorded on core system and all paper documents are appropriately filed.
• Monitors department activities for compliance with established policy and regulations. Takes action to resolve any compliance issues.
• Identifies and takes action to improve the department's operating methods and procedures.
• Ensure compliance with all regulatory programs including but not limited to the Bank Secrecy Act, Office of Foreign Asset Control Program and Customer Identification Program. Performs other duties as assigned. Remote employees must adhere to their agreed-upon work schedule from a secure location, participating in virtual meetings, video conferences/other communications, and maintaining regular, responsive communication during working hours.

Performance Measurements:

1. Maintain documentation to ensure that Service Advisors balance within the specified range as defined in Procedure 107. Takes measures and actions to ensure the departments processes member transactions with minimal errors and to member satisfaction.
2. Provide training, development, support, and leadership for all direct reports.
3. Maintain a highly qualified staff, sufficient to meet the daily demands of the credit union's members
4. Assist in answering telephone calls to ensure member receives quality service.
5. Maintain a professional appearance and atmosphere for the department.
6. Keep management informed regarding key operating issues affecting the branch.
7. Complete employee performance plan and evaluation reviews within the prescribed time frame.
8. Ensure established branch goals are met by coaching and observing staff members.
9. Completes required annual BSA/AML training with a passing grade of 80% or higher. Accurately completes Monetary Instrument logs for the cash purchase of Cashier Checks, Money Orders, and Travelers Checks as needed. Completes required Customer Identification and Red Flags Program requirements to include documentation of discrepancy as needed.
10. Must pass registration based on the SAFE Act requirements or already be registered.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Tyndall Federal Credit Union is an Equal Opportunity Employer. As an equal opportunity employer, Tyndall Federal Credit Union does not discriminate against any employee or candidate on the basis of age, race, gender identity, gender expression, genetic information, national origin, physical or mental disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by all applicable federal, state, and local laws.

Requirements

Experience:

• One year to three years of similar or related experience.

Education:

• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills:

• Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

• Must have good listening and communications skills. Have basic to intermediate knowledge of Microsoft Windows, Word, Outlook, Teams, and Excel. Able to make appropriate decisions with minimum information.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands and is required to talk and hear. The employee is frequently required to stand, sit, and walk occasionally for long periods at a time. The employee may occasionally be required to reach with hands and arms and move objects up to 20 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus. In addition, abilities for assessing the accuracy, neatness, and thoroughness of the work assigned is required.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

• Maintain a professional, business-appropriate appearance in accordance with the credit union’s dress code.
• This position is eligible for remote or hybrid work.
• Tyndall Federal Credit Union is an Equal Opportunity Employer. As an equal opportunity employer, Tyndall Federal Credit Union does not discriminate against any employee or candidate on the basis of age, race, gender identity, gender expression, genetic information, national origin, physical or mental disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by all applicable federal, state, and local laws.