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.

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.

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

PHYSICAL REQUIREMENTS

• Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
• Must be capable of climbing / descending stairs in emergency.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to stand for long periods of time.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, dependable, and timely attendance.

Working Conditions

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

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

Team Coaching & Development

• Responsible for training, coaching, and mentoring of existing and newly hired MSRs through People’s Credit Union Mentor program, adhering to all policies and procedures, demonstrating sound judgement within established limits, and identifying member growth opportunities
• Evaluates employee performance, completes and documents monthly one-on-one coaching and development meetings with Member Service Representatives; participates in completing and delivering annual reviews

Lending

• Monitors branch loan functions to achieve growth and strategic goals
• Follows the lending process guidelines using centralized lending – coaches and reviews staff applications for accuracy to ensure a positive member and colleague experience