Assistant Solutions Manager in Westminster, Massachusetts at IC Federal Credit Union

DESCRIPTIVE SUMMARY

Reporting to the Solutions Manager, the Assistant Solutions Manager oversees the day-to-day operations of the assigned location to ensure exceptional support to credit union members and prospective members within the branch and its community.

The Assistant Solutions Manager will model, coach and motivate the branch team to proactively explore needs and build member relationships by facilitating platform transactions, such as deposit account opening, loan origination and closing, account maintenance and activation of digital banking services; in line with IC’s member service standards.

As a leader within the branch banking team, this role assists the Solutions Manager in all aspects of branch operations, member experience, team member coaching/development and assumes responsibility for the branch in the Solution Manager’s absence.

ESSENTIAL JOB FUNCTIONS

1. Facilitates personal and business account opening and assists members with support and maintenance on existing account relationships, with a focus on delivering exceptional member service.
2. Maintains updated knowledge regarding the credit union’s products/services and proactively recommends appropriate solutions based on member needs. Supports strategic focus of growing membership base by acquiring new members and solidifying existing member relationships.
3. Originates applications for consumer loans, home equity loans/lines and residential mortgages. Interviews applicants and completes/closes loan applications in accordance with regulatory guidelines and credit union procedures. Maintains registered NMLS number.
4. Demonstrates and engages members with IC’s digital banking tools; such as, online and mobile banking, digital wallet enrollments and other ancillary digital solutions (e.g., bill pay, e-statements, card controls, P2P tools, etc.). Promote usage and adoption of self-service channels; highlighting convenience and benefits of omni-channel member experience.
5. Oversees all aspects of branch operations to ensure a positive, consistent and welcoming member experience. This includes responsibility for overall branch facility maintenance, cleanliness and upholding of IC’s brand standards.
6. Performs all duties in accordance with prescribed regulatory compliance guidelines and credit union policies and procedures. Uses established protocols and controls to ensure security and privacy is maintained at all times.
7. Supports the advancement and development of branch team members by coaching, reviewing, and providing on the job training. Takes ownership of individual professional development by participating in internal/external trainings and leadership programs.
8. Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision and Core Values, with a focus on team member engagement and member experience. Represents the credit union in the communities it serves by participating in civic/community organizations in line with evolving market and community engagement strategies.

NON-ESSENTIAL JOB FUNCTIONS

1. Process banking transactions such as deposits, withdrawals and payments.
2. Obtain Notary Public and Medallion Signature Guarantee credentials.
3. Participate in setting branch goals and objectives in support of internal and external business development initiatives.
4. Participate in cross-functional teams across the organization to test and implement new technologies.
5. Identify and suggest opportunities to enhance IC culture, with a focus on enhancing efficiencies and delivering a positive member-first experience.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

JOB COMPETENCIES

1. Employee Management - The degree to which the supervisor creates a positive management environment. The ability to motivate employees, preserve high morale, and supervise with fairness and consistency.
2. Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals.
3. Sales Leadership - Ability to effectively take a leadership role in sales functions and/or to lead others in achieving stated duties and goals.
4. Job Knowledge - The level of knowledge, skills, and education required to perform job duties, and their application to job functions. Commitment to expanding knowledge, skills, and/or education.
5. Communication – The ability to effectively converse and listen to others concerning company matters, keeping all parties up to date including coworkers, members and dealers. The use of proper written and grammatical skills.
6. Service - The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc.

EDUCATION/EXPERIENCE REQUIREMENTS (Education, Work Experience, Industry Knowledge)

1. High School Education or GED. Two-year (2) college degree, or completion of a certification, training or specialized banking coursework.
2. Three years to five years retail experience in a credit union, bank or sales environment; with increasing levels of responsibility. Supervisor or management experience required.
3. Strong organizational, member service, problem solving and communication skills.
4. Basic computer and technology skills. Must be adept in use of Excel, Word, PowerPoint and core banking applications.
5. Ability to effectively interact with and support the financial needs of members and prospective members, with a focus on delivering an exceptional member-first experience.

LEADERSHIP RESPONSIBILITIES

The Assistant Solutions Manager role assists the Solutions Manager in all aspects of branch operations, member experience, team member coaching/development and assumes responsibility for the branch in the Solution Manager’s absence.

WORK ENVIRONMENT

This is an on-site position that operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, fax, email, etc.

PHYSICAL DEMANDS

Physical requirements include, but are not limited to, general office environment, ability to move floor-to-floor, ability to travel from branch to branch, and ability to work unusual hours as needed including early mornings, evenings and weekends. Work in both traditional and open concept environments.

REQUIRED COMPLIANCE TRAINING

Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position, including but not limited to the Bank Secrecy Act (BSA) and all regulations that fall within the BSA.