Assistant Branch Manager

Branch Operations Assistant

Responsible for assisting with the direction and administration of Branch operations. Ensures that established policies and procedures are followed. Oversees the provision of a full range of services to members and prospective members. Ensures that members are promptly and professionally served. Acts on behalf of Branch Manager when necessary. Trains, directs and supervises Branch staff and performs various Branch functions as required.

Responsibilities

Service:

• Ensures Credit Union service standard baselines and expectations are met.
• Ensures that members' requests and questions are promptly resolved. Handles Members' complaints.
• Ensures that members are informed of Credit Union services and policies. Counsels members regarding their financial needs and services requested.
• Ensures that the Credit Union's quality reputation is maintained and projected and models professional behavior.
• Conducts regular service training to ensure staff provides the highest degree of excellence in every contact.
• Ensure management of lobby flow for prompt service.

Staff Development:

• Provides leadership through professional example and communication.
• Directly supervises all Branch personnel. Ensures that high quality work and efficiency in operations are maintained. Determines work methods and flow through assigning, directing, coordinating, and reviewing tasks in coordination with the branch manager.
• Participates in weekly leadership meetings with branch management staff to coordinate branch goals and activities. Conducts the meeting in the absence of manager.
• Assist in conducting regular meetings with branch employees to inform and train. Discusses areas needing improvement and changes in procedure. Ensures that staff members are well informed of new products, services, rates, and policies. Answers staff questions and assists in problem solving.
• Ensures that personnel are well-trained in all phases of their respective jobs. Completes orientation of new employees in overall Branch procedures in absence of manager. Performs cross-training as necessary. Schedules employee testing and recommends specific training programs as appropriate.
• Responsible to create a cohesive environment to ensure effective team participation in achieving established sales goals.
• Tracks individual progress and conducts performance appraisals on each employee at least twice annually in coordination with the branch manager. Formulates and implements corrective actions as needed. Recommends promotions for employees as appropriate.
• Ensures effective one-on-ones are conducted monthly with each employee as delegated by branch manager. Monitors and encourages employees to complete their goals.
• Assists the branch manager in effectively communicating and implementing policy and procedure changes.

Safety and Soundness:

• Ensures that operations are conducted in accordance with established Credit Union policies and with legal and regulatory requirements.
• Ensures Branch security, including opening and closing procedures are followed by all employees.
• Ensures that Branch auditing procedures are effectively conducted and that deficiencies are corrected.
• Ensures required testing of security equipment and required security training is conducted according to established Credit Union policies.
• Ensures proper risk assessment is completed for all loan and teller transactions.
• Evaluates override and waiver authority for all necessary loan and teller transactions for appropriate risk tolerance within their level of authority in the absence of the branch manager.
• Assumes responsibility for maintaining proper cash controls. Ensures that all Branch transactions are balanced at the close of each day and daily deposits are made in accordance with established policies and procedures. Assist tellers in resolving balancing problems.
• Ensures that proper maintenance and general housekeeping of the building, grounds, work areas, desks, and equipment is carried out.
• Implement prudent safety measures to ensure safety of employees and members.
• Keeps Branch manager informed of Branch activities, progress toward established objectives, and of any significant problems.

Productivity and Performance:

• Ensures that personal development meets expectation for assistant manager position and knowledge is sufficient to support members and employees. Complies with and leads by example in adherence to America First core values.
• Ensures that services are sold and delivered in accordance with established standards and procedures and the integrity and quality of all Credit Union programs are maintained.
• Ensures the effective scheduling of work flow in daily routine operations.
• Performs duties in Branch positions as needed. May act as Loan Officer or assist with Service Representative functions.
• Assist in the interviewing and hiring process ensuring that staffing levels are appropriate and that human resources are effectively utilized.
• Acts as a Loan Officer, processing and approving member loans within established policies and limits set.
• Supervises and assists with member services functions. Cross-sells Credit Union services.
• Directly supervises all branch personnel in coordination with branch manager. Ensures that high quality work and efficiency in operations are maintained. Determines work methods and flow through assigning, directing, coordinating, and reviewing tasks.
• Responsible for effective scheduling for appropriate branch coverage. Assists branch manager in approving all sick leave, vacation, overtime, and time cards for each branch employee. Keeps accurate payroll and attendance records.
• Ensures that Branch operations are well coordinated with appropriate operation departments. (Accounting, Security, Records, Etc.).
• Continually seeks ways to improve Branch operations and productivity and to meet established goals.
• Tracks Branch statistics, prepares periodic activity reports, and makes recommendations to branch manager for improvements.
• Ensures that adequate supplies, forms, and equipment are available for personnel.
• Ensures performance and profitability expectations are met as determined by branch manager.
• Ensures all sales goals and standards are met thru tracking staff performance.
• Continually seeks ways to improve Branch operations and productivity and to meet established goals.
• Prepares periodic Branch activity reports and makes recommendations to branch Manager for improvements.
• Support and assist with market coverage, employee training and insure that the 30 day teller reviews are completed.

Assumes responsibility for ensuring that professional business relations are established and maintained with Members, the community, and professional contacts:

• Ensures that the Credit Union's quality reputation is maintained and projected.
• Ensures that requests and questions are promptly and courteously resolved.
• Ensures that members are informed of Credit Union services and policies.

Assumes responsibility for related functions as required or assigned:

• Stays informed of developments and trends in Credit Union policies and related laws and regulations.

Qualifications

Training/Education/Certification:

• High school graduate or equivalent.
• Lead Teller certified, Loan Officer, completed MIM.

Required Knowledge:

• Thorough knowledge of Credit Union products, services, policies, and philosophy.
• Understanding of Service Representative functions.
• Knowledge of Loan Officer duties.

Experience Required:

• Two-five years of related operations experience required.

Skills/Abilities:

• Strong interpersonal and communication skills.
• Well organized, professional appearance, dress, and attitude.
• Able to operate related computer applications and basic business equipment.
• Good marketing skills.
• Good supervisory abilities.