Head of Member Operations (Assistant Branch Manager)

You Belong Here

People's Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.


If you work here, you belong here.

Your Values Align With Ours

We hire employees whose core values match our own. We can train for competency, but if you're also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

Your Voice Is Heard

Here, hierarchy doesn't drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

Your Team Makes You Stronger

Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

Your Future Is Bright

We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let's work together to foster growth and development in our organization.

What we offer
• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• Fun, food, and events

Position Summary

This position provides an extraordinary member experience by actively assisting the Head of Branch, managing the activities and staff of the branch to ensure proper alignment with Credit Union goals and service standards. Directly supervises the day-to-day operational activities of the Branch, as well as driving the financial growth and experience of our members.

Essential Responsibilities and Accountabilities

Branch Management

• Plans, coordinates, and directs the daily operational activities of an assigned branch
• Opens and closes branch as needed in line with Credit Union security policies and procedures
• Prepares monthly branch office reports for review by management
• Works with MSRs to perform routine branch audits, vault operations, branch equipment maintenance, and branch and ATM settlement
• Ensures quality control/contact event items are resolved within compliance standards
• Provides effective leadership by modeling the behaviors of excellent member service and creating a positive work environment through empowerment and fostering a culture of trust
• Assumes the management of activities and staff of a branch office during the absence of the Head of Branch
• Assists the Head of Branch in managing the daily staff activities that will drive growth and development with members and non-members to achieve goals such as lending, deposit growth, and account opening

Member Service, Growth and Retention

• Ensures that Credit Union service standards are maintained within the branch, including opening new accounts, providing information, and resolving problems/issues
• Coaches and develops the team to achieve assigned member relationship growth, satisfaction scores, and loan goals
• Ensures timely completion of member on-boarding process and timeline
• Resolves product and service complaints by determining cause of the problem, selecting and explaining the best solution, expediting correction/adjustment, and follow up to ensure resolution
• Promotes member self-service by continually educating and utilizing PCU's website, online and mobile platforms

Leadership & Culture

• Models People's Credit Union's values and purpose in all interactions, decisions, and leadership practices
• Continuously develops expertise and leverages industry trends to strengthen performance and align with the Credit Union's strategic direction
• Champions financial literacy and transparency internally, helping all employees understand how their work contributes to PCU's success
• Serves as a visible leader and ambassador of PCU's mission in the community and the credit union movement
• Communicates organizational updates and initiatives to staff in a timely and effective manner
• Maintains a positive leadership role with staff and works to foster a culture of trust, collaboration and accountability
• Effective management in creating highly motivated, well-trained staff
• Ensures all employees have appropriate training and development plans including the recommendations of appropriate external and internal training as necessary for staff development

Lending

• Monitors branch loan functions to achieve growth and strategic goals
• Gathering of all pertinent documents, and other factors relevant to the underwriting of consumer loans and providing to centralized lending team
• Interviews consumer loan applicants to gather the required information for a credit application, explaining loan options, rates and terms and close loan on approval
• Follows the lending process guidelines using centralized lending - coaches and reviews staff applications for accuracy to ensure a positive member and colleague experience

National Mortgage Licensing System (NMLS) Registration

• Apply for and successfully maintain NMLS registration
• Completion of all assigned trainings per regulations set forth by SAFE Act
• Completion of annual registration renewal process

Key Behavioral Competencies

Organization Process Thinking

Individuals effective at the competency can see the organization as connected and integrated systems and processes. They understand the general concepts of the organization and the business that it operates. They create and align processes as the business and organization changes and understand how a change in one area is connected to other areas in the organization. They are effective at using the interdependencies to create synergy within the organization.

Influence

Individuals effective at this competency can read people and situations to skillfully direct, persuade, and motivate others. They customize their communication to the audience and create trust by transparency, honesty, and dealing with all situations with competence and a sense of fairness.


Initiative

Individuals effective at this competency can take effective action without being directed. When they see a need or are given a goal, they take full ownership and act on it without waiting for someone to tell them what to do or how. They seek out guidance when needed so they can achieve goals. They make things happen.

Problem Solving and Decision Making

Individuals effective at this competency exhibit good judgment and sound logic. They can identify the problem at its core, determine solutions, and make decisions. They can identify the core issues by gathering relevant information and including the appropriate individuals and sources to highlight the issue as well as outline solutions. They are committed to solving the issue by deciding based on the information and acting.


Talent Development

Individuals effective at this competency are continuously assessing talent and succession planning. They can identify strengths and weaknesses, assess potential, and clearly address individuals' performance and potential with clear development goals, continuous coaching, identification of future roles, and delegation of appropriate development projects and assignments.

Knowledge and Skills

• A bachelor's degree in business administration or High School/GED certificate with equivalent experience
• Minimum of one (1) year experience in a supervisory role
• Minimum of 2 to 5 years retail experience in a financial institution required
• Ability to multitask
• Exhibits strong leadership skills
• Strong oral and written communication skills
• Experience in Windows, Microsoft Office, and Lending Software
• Apply for and successfully maintain NMLS registration
• Completion of all assigned trainings per regulations set forth by SAFE Act

ADA Requirements

Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasionally lifting cash box of up to 10 lbs. and coin bags up to 30 lbs.
• Must be able to operate routine office equipment (i.e. telephone, calculator, copier).
• Must be able to routinely perform work on computer for an average of 6-8 hours per day (including weekends).
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

An Equal Opportunity Employer, including disability / veterans.