Job Type

Full-time
Description
Summary
Interview members and finalize consumer loan applications, able to explain all credit guidelines. Resolve problems, answer member questions and inquiries and identify/recommend additional products and services to benefit the members. Performs teller/member service functions such as account maintenance, printing statements, stop payments, educate members with online/mobile banking, etc. on an as-needed basis. Supervise staff to ensure effective and efficient branch operations on a daily basis, which includes mentoring, coaching, and training staff in all applicable positions. Provide guidance in reaching branch & CU goals & performs various branch functions.
Essential Functions

1. Supervise and develop staff to ensure they are providing quality member service. Ensures operations are conducted in accordance with established CU policies, legal and regulatory requirements. Monitors individual performance/progress and provides suggestions to improve effectiveness and acts as a resource for employees or members with problems and/or issues. Assists with the completion of monthly audits and shall act as a liaison in the event Manager is unavailable. Ensure utilization of fraud prevention measures. Reviews documents pertaining to any specialized accounts and provides a recommendation to approve or deny based on findings. Responsible for completing/reviewing monthly reports and records ensuring they are completed accurately and in a timely manner. Consistently demonstrates FFCU's 6 core values and works with staff to uphold our company mission and vision.
2. Will act in the capacity of the loan officer, FSR and/or teller, performing all pertinent duties and functions in respective jobs. Interview members for loans and open/close accounts and/or handle any member complaints and other member service functions. Must also be able to run a teller drawer when needed and balance within established teller guidelines. Will conduct employee observations and coach to achieve our member service standards. Performs overrides, account approvals, clears failed OFAC/Verafin, validates accuracy on CTR's, and ensures monetary instruments have been recorded.
3. Review and monitor the work of employees as needed and provide coaching/counseling for improvement. Schedule employees for adequate branch coverage and complete monthly audits on teller drawers, vault, TCR's/CDM's, and debit cards. Ensures all opening and closing duties are completed accurately and timely with making sure all security measures/precautions are followed.
4. Conducts performance appraisals, continuous coaching with assistance from supervisors. Formulates and implements action plans/corrective action when necessary. Communicates to direct supervisor on a regular basis regarding branch goals, special activities, operations, training needs, and member/employee issues. May conduct/participate in the interview process if needed.

Non-essential Functions

1. Identify opportunities to recruit SEGs. May perform a variety of miscellaneous tasks such as special projects, coordinating events, attending community events, and performing general clerical duties and other duties as assigned.

Expectations

• Coach and mentor staff to give them the knowledge, tools & resources needed to excel in their position.
• Provide courteous and professional service by establishing positive and supportive relationships with members, branch staff and internal members.
• Ensure accountability that staff follows all policies, procedures, and guidelines by CU. Meet established branch/departmental goals.
• Respond to members or employee requests promptly and accurately. Offer solutions and think outside the box.
• Provide required reports/records accurately & timely. Keep management informed of any pertinent issues.
• Able to navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge and understanding of retail compliance controls, risk management, and loss prevention
• Experience leading or participating in community events and activities for local networks or professional organizations, such as the chamber of commerce, professional business groups, or chapters of national organizations such as the United Way.

Requirements
Qualifications
Education: High school graduate or equivalent, bachelor's degree preferred.
Experience: 3 years of financial institution experience, 2 years of Mem Service Rep experience and 1-year supervisory experience preferred.
Knowledge, Skills, Abilities: Thorough knowledge of financial operations and lending policies/procedures. Must communicate effectively with members, supervisors, and co-workers. Perform minor math calculations and demonstrate accuracy and attention to detail and a cooperative team spirit. Ability to work in a changing environment and demonstrate knowledge of basic customer service and identifying member financial needs. Ability to deal with stressful situations and to work effectively with high volume member traffic and workload and display a professional appearance and good attitude. Demonstrated ability to effectively cross-sell/up-sell products and services. Excellent interviewing, communication, and public relations skills along with physical, mental & other demands.