Retail Branch Manager in Portland, Oregon at Point West Credit Union

GENERAL POSITION SUMMARY:

The Retail Branch Manager is responsible for overseeing the daily operations of the retail branch team (and backup to the Contact Center team), ensuring high member service standards, operational efficiency, and compliance with relevant regulations. This includes supervising staff, providing leadership, and offering coaching and development to both individuals and teams. The Retail Branch Manager also champions the member experience, ensuring the delivery of relevant products and services while maintaining compliance with credit union policies, and state and federal laws. In addition, the Retail Branch Manager provides strategic direction and insight alongside the Executive Management Team to achieve business objectives and the credit union’s long-term goals. The role also includes performing operational duties across underwriting, processing, and lending support functions as needed.

ESSENTIAL Functions:

1. Member Advocacy: Serves as a true member advocate. Goes above and beyond to provide a positive member environment, while ensuring prompt, accurate responses to staff and members across all applicable channels, (in person, phone, email, etc.).

a. Member Service Resolution: Handles escalated service situations with members. Assists employees with member service complaints and issues and provides follow-up and/or further escalation as needed.

2. Department Operations: Manages daily operations of the Retail Branch Team in line with established procedures and guidelines. Directs and performs all aspects the operations team continuum as needed and described in those job descriptions.

3. Training & Development: Provides education and tools regarding member needs identification, cross-product promotion, unified member communication, and member engagement and compliance. Develops department goals to support the Strategic Plan and Annual Business Plan.

4. Compliance: Ensures adherence to all relevant federal and state laws governing operations. Manages department compliance; provides reports for compliance audits and examinations.

5. System Expertise: Maintains a high level of knowledge in the credit union’s data processing, loan origination, core systems and all member communication systems such as phone and online banking, with regards to operations as well as third party vendor systems.

6. Meetings & Strategy: Leads and actively engages in departmental and staff meetings, as well as management-level strategy sessions for various functional areas.

7. Data Utilization: Uses data and resources to monitor and assess team performance trends and current and future business strategies and objectives.

8. Strategic Promotion: Actively and accurately promotes the Credit Union's strategic and business plans as appropriate to the board, staff, members, vendors and the public.

9. Policy Development: Develops and maintains current up-to-date policies, procedures, and assessment tools within the functional areas. Continuously refines operations processes to fully utilize technology and incorporating team member feedback.

a. Process Improvements: Develop and implement process improvements to streamline and improve credit union and department procedures. Write procedures of task-oriented processes to ensure consistency of task completion and provide written documentation for others periodically covering duties.

10. Back-Up Support: Serves as back-up for critical departmental functions as needed. Back up on-site and remote support of the other branch manager.

11. Other Duties: Performs any other duties as assigned or deemed necessary

STANDARD JOB SKILLS:

1. Judgment: Continually uses sound judgment, as outlined in:

a. Employee Handbook

b. Code of Ethics

c. Promises

2. Regulatory Knowledge:

a. Solid knowledge of credit union operations and philosophy required.

b. Knowledge and adherence to current and emerging laws and regulations pertaining to areas of responsibility required, including Local, State and Federal Laws.

c. Thorough knowledge of credit unions products and services in order to effectively determine members’ needs and cross-sell products/services.

3. Change Management: Is flexible, easily adapts to change; and promotes/assists with change in the work environment. Has ability to prioritize and manage multifunctional tasks and projects.

4. Analytic Ability: Requires the ability to apply principles of logic to define problems and desired outcomes, collect data, establish facts, and draw valid conclusions from multiple sources of an objective and subjective nature within the credit unions risk tolerance.

5. Interpersonal Skills: Strong emotional intelligence necessary to build effective partnerships with potential members, members, staff, management, volunteers and vendors.

6. Active Listening: Requires the ability to effectively listen and ask open-ended and clarifying questions for needs-identification.

7. Initiator. Acts independently with minimal direction.

8. Time Management: Strong ability to:

a. Organize and set and meet deadlines

b. Prioritize

c. Multi-task

d. Leverage resources

e. In attention to detail

9. Verbal and Written Communication: Excellent speech and accurate writing, stressing composition and grammar, and the ability to clearly convey intended information.

10. Public Speaking: Ability to confidently and effectively present and facilitate before an array of audiences.

11. Sense of Urgency/Strategic Thinking: An energetic, forward thinking and creative individual who proactively seeks efficient processes and effective methodologies to improve safety and soundness of the credit union.

12. Technical Skills: Savvy with a vast array of computer programs and office equipment. Advanced proficiency in member operating systems. Strong attention to detail, utilizing electronic tracking systems and methods.

13. Confidentiality: Demonstrates a high level of confidentiality, sensitivity and tact.

14. Demeanor: Ability to maintain a professional and accessible profile with all contacts.