SERVICE MANAGER

Purpose

Primarily responsible for the tellers and operational aspects of the branch including cash outages, posting errors, night drop and lobby box processing, balancing and auditing cash drawers, vaults, ATMs, ordering cash, etc. As a leader, they ensure tellers have performance goals and IDP plans; conduct huddles and provide leadership, guidance and assistance to the Tellers in support of sales goals, supporting a member centric, relationship sales culture, ensuring positive member experiences are delivered and policies and procedures are followed; given staffing levels, they act as a Teller as necessary; during absences, they back-up the Branch Manager and/or Assistant Branch Manager overseeing the branch within policies, procedures and guidelines. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Essential Functions & Responsibilities

• Works with branch management to ensure tellers have performance goals and individual development plans.
• Completes timely teller performance appraisals.
• Maintains timely, accurate payroll timekeeping.
• Responsible for the oversight, development, motivation, team huddles, 1:1 meetings, coaching and performance management.
• Builds trust with staff, peers and members through tact, diplomacy and follow-through.
• Responsible for on-the-job training and onboarding process for new hires.
• Conducts ongoing coaching in accordance with the GUEST Model for sales and service.
• Oversees the Teller line, ensuring operational functions are performed within agreed-upon timeframes and according to established procedures/guidelines.
• Maintains and balances the cash vault daily.
• Oversees teller drawers and maintains and balances drawers as applicable.
• Ensures the night drop and lobby boxes are pulled and posted on a daily basis within agreed upon timeframes.
• Verifies, balances and orders vault, and ATM within agreed upon timeframes.
• Researches accounts for deposit/withdrawal and loan payment discrepancies (teller cash outages/posting errors).
• Responsible for monthly cash audits on tellers, ATMs and cash dispensing machines.
• Responsible for branch supplies.
• Completes and provides to branch management assigned daily, weekly and/or monthly operational reports or as needed.
• In absence of the Branch Manager and/or Assistant Manager, oversees the branch within established policies, procedures and guidelines.
• Conducts weekly team huddles to maintain focus on member experience, operations, compliance and referrals (sales).
• Serves as resource for Tellers and as Operations Subject Matter Expert for other departments as needed.
• Perform product knowledge or operational process workshops with tellers to maintain knowledge and disclose changes or enhancements to products or services.
• Maintains quality operations and ensures satisfactory audits by Internal Audit
• Uses discretion in resolving member problems and deescalating situations.
• Communicates with the Branch Manager and/or Assistant Branch Manager on issues or problems that may arise for corrective solutions or modifications.
• Interviews members and open new memberships and new accounts in compliance with Credit Union policies and procedures and in support of the Credit Union's sales and service culture as needed.
• Acts within level of authority and keeps records in accordance with progressive discipline guidelines.
• Responsible for maintaining current knowledge of Credit Union policies and procedures and federal and state rules, regulations and laws.
• Responsible for complying with the Bank Secrecy Act policies and procedures, including attendance at annual training, as directed by the Bank Secrecy Act Officer.
• Works in the spirit of the credit union's purpose and values.
• Perform other duties as assigned.

Qualifications, Requirements, & Skills

The qualifications, requirements, and skills below are representative of those required to successfully and satisfactorily perform the essential duties and functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and functions.

Education/Certification

Must have a high school diploma, or equivalent.

Required Experience

Three to five-years' experience as a Teller or in a similar member-facing role in a financial institution, preferably in a sales and service environment. Experience maintaining and balancing cash draws, ATM's, and branch vault. One-year or more in a lead role overseeing operational staff preferred.

Required Knowledge

Thorough knowledge of branch operations, related policies, procedures, and standards including, but not limited to cash management, cash handling, safe deposit boxes, and member transactions.

Skills/Abilities

Strong customer service, interpersonal, and leadership skills are essential to this position. Ability to operate a personal computer, including full working knowledge and ability to utilize Microsoft Office and other data processing software.

Characteristics

Must have a positive attitude. Must be self-motivated and able to function independently in a multi-task environment while also taking direction and working as part of a team. Must possess a high level of integrity, recognizing the need for discretion and confidentiality. Must be able to tactfully handle all situations and remain impartial. Must have a collaborative work style.