Job Description

Department: Retail Delivery

Grade: 15

Reports To: VP Retail Delivery

Classification: Exempt

Supervises Direct: Branch Managers

Supervises Indirect: Retail Branch Teams


Responsible for ensuring the Credit Union's physical branches meet and/or exceed sales goals, delivers exceptional member service; performs at maximum operational efficiency; and complies with regulatory laws. Ensures that branch locations are operating within all Credit Union policies and procedures. Works closely with branch management to ensure operational accountability for all staff members. Also responsible for establishing performance expectations, coaching and mentoring branch managers and staff to achieve sales and service delivery excellence. Works closely with VP Retail Delivery on ensuring organizational target goals are of primary focus and targets are met.

Essential Functions & Responsibilities:

40%  Performance Management: Provides the Branch Managers in specified area with necessary tools and resources. Actively coaches and trains Branch teams on preferred sales methods, member education, and member service emphasizing member loyalty and financial well-being. Facilitates individual meetings to develop team motivation, performance management, and enhance employee communication and retention. Measures Branch performance and profitability through operational metrics, management tools and techniques, and seeks improvement opportunities through sales tracking.

30%  Operations: Responsible for all operational functions of retail branches in a specified area. Actively seeks Branch personnel feedback to monitor the environment and act on opportunities in a timely manner. Participates in a variety of staff and operational meetings to support Branch operations and the organization’s business continuity. Oversees work activities with the Retail Branch staff relating to disaster recovery, security programs, robbery procedures, internal controls, and the loss/fraud prevention processes. Monitors all branch activities to ensure they are in compliance with established credit union policies and procedures.

15%  Member Services: Designs and executes area plan to achieve Branch and service delivery goals. Participates in development programs to further develop skills and knowledge needed for future opportunities and professional member service. Provides expertise in areas of behavior styles, credit analysis, staffing, training, development and sales. Monitors branch operating results relative to established objectives to ensure appropriate steps are taken to correct unsatisfactory member service. Provides support to Branch Managers serving members and resolves problems, as needed.

5% Training: Works with Learning and Development department to plan and develop specific training programs relating to sales and operations. Integral in the delivery of training modules and huddle guides relating to new/revised Credit Union initiatives. Follows-up to assure training is applied on the job and procedures are followed.

5% Staffing: Hires, trains, directs, and evaluates employee and Branch Manager performance within the department. Recommends promotions, transfers, and salary adjustments. Identifies performance problems and takes appropriate disciplinary actions.

5% Performs other duties as assigned.

Performance Measurements:

1.  Fosters an environment for employee empowerment and ensure member service expectations and department goals are met.

2.  Provides friendly, professional and accurate service and support to all members and co-workers.

3.  Maintains a professional work environment, promote teamwork, build respect among co-workers and presents a professional, business-like appearance.

4.  Completes performance reviews within the prescribed time frame.

5.  Responds to correspondence within one day.

6.  Ensures that Branch staff works with a minimum number of documentation/transaction errors.

7.  Mentors and coaches staff in sales strategies and service delivery excellence.

8.  Develops and fosters business relationships with our internal departments and staff.

9.  Follows all security policies and procedures and reports discrepancies or suspicious activity to VP Retail Delivery immediately.

10.  Completes assigned projects within prescribed deadlines.

11.  Demonstrates an understanding of, and follow the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.


Knowledge and Skills:

Experience:  Five years to eight years of similar or related experience. Branch/Department management experience required.

Education:  Equivalent to a college degree (BS or BA in a relevant field).

Interpersonal Skills:  Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:  Must have good listening and communications skills; extensive knowledge of Desktop Computer Systems including Windows, Microsoft Office Products, Internet browsers and personnel financial management system (PFM) required; able to make decisions with minimum information.

Physical Requirements:  While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.

Work Environment:  Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.