Role
Responsible for assisting the branch manager in the overall management of the branch and managing the branch in the manager's absence. Assists with inbound and outbound calls, teller transactions, accounts, and loans. Helps team to meet branch goals and maintain a high level of member service. Ensures established policies and procedures are followed and operational losses are minimized. Aids in training and coaching team members and handles escalations, troubleshooting, and member complaints.
Major Duties and Responsibilities
30%
Works loan queues and conducts interviews with loan applicants for various types of loan requests. Reviews all documentation for completeness and accuracy according to established policies, procedures, and compliance guidelines and processes loans. Ensures established production goals are met by identifying opportunities through needs-based conversations.
25%
Obtains member information and inputs or updates information into the core system. Opens various new accounts, share certificates, and IRAs. Explains and educates members about products and services focusing on benefits from using needs-based conversation skills. Assists with a wide variety of member services including account questions, fraud and dispute issues, safe deposit boxes, and notary services. Processes business account requests.
25%
Serves as an operational coach in training FSRs, MECs, and tellers on procedures, products, and services and participates in cross-training team members. Works with the branch manager to lead huddles and meetings with the team. Assists branch team to meet established production and referral goals while ensuring personal goals are met.
10%
Provides backup and support to the teller line as needed. Assists with member contact center calls and answering the loan line.
5%
Comply with all company policies, procedures, and service standards. Comply with all applicable laws and regulations.
5%
All other job responsibilities as assigned by management.
Knowledge and Skills
Experience
Two to Five years of similar or related experience. Teller experience and supervisory experience preferred.
Education/Certifications/Licenses
High School Degree or GED required. Associates or bachelor's degree in relevant field preferred.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills
Strong written and verbal communication skills, ability to multitask, conflict resolution skills, logic and reasoning skills, time management skills, Microsoft Office.
ADA Requirements
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion, regular lifting of up to 10 lbs. and occasional lifting of up to 30 lbs. Must be able to stand for long periods of time. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal to moderate noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
ASE Credit Union is an Equal Opportunity Employer