Position title: Supervisor. Retail Branch
Reports to: Branch Manager
Directly supervises: day-to-day supervision of retail services personnel
Contribute to the Credit Union’s key results and critical measures by displaying personal accountability in aligning job responsibilities with the organizations core purpose, core values, goals and objectives.
Under general supervision and in accordance with Credit Union policies and procedures, assists the Branch Manager in overseeing service expectations, goal achievement, and the daily operations of the branch. Serves as the supervisor in charge in the absence of his/her direct manager. Motivates, guides, and trains staff in effective service expectations, cross sell and production efforts. Supervises and coordinates activities of employees engaged in assisting members with monetary, account, and loan transactions and activities.
The Supervisor Retail Services is expected to provide supervisory and leadership oversight in ensuring the branch is staffed and functioning smoothly. This will include performing a variety of direct member contact functions, similar to staff, to effectively meet the needs of members. Job duties may require the need to work additional hours or days of the week in order to lead the branch, support the employees, and effectively serve the members.
Essential job duties:

• Support the mission, vision and values of the Credit Union
• Lead the team to meet and/or exceed department goals, objectives, and service standards as established by the Credit Union.
• Adhere to policies, procedures, compliance, safety, and security as they relate to the job and areas of responsibility.
• Maintain knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
• In conjunction with the Branch Manager, maintain daily responsibility for the effective and efficient performance of branch production, service quality, sales and operations.
• Assist in leading and guiding staff for maximum achievement of branch and individual goals.
• Lead, supervise, and train staff, including new employees, ensuring knowledge and skill level is appropriate to job duties and functions, particularly with regard to quality service expectations, and with cross selling products and services.
• Actively monitor and follow up on workflow queues for new and pending accounts and applications processed by self or branch staff, to successfully secure new business and ensure cross sell opportunities have been identified and maximized.
• Effectively handle or assist employees with basic and complex member transactions, questions, issues, and problems.
• Responsible for building member relationships which meet the expectations for members and standards for excellent member service and work performance.
• Actively take an interest in members’ financial lives to assist in identifying opportunities and needs to effectively align with, or cross sell products and services that meet member needs.
• Actively promote marketing campaigns and promotions by educating members of their benefits and value.
• Engage in follow up communication with regard to new account relationships, other service requests, and ancillary services offered by the Credit Union.
• Take ownership for resolving member grievances and complaints in a timely and satisfactory manner, and in compliance with applicable regulatory requirements.
• In conjunction with the Branch Manager, responsible for the effective recruiting, supervising, coaching, and directing of staff for optimal performance.
• Supervise scheduling of work and workflow of daily operations.
• Ensure effective and appropriate delegation of work assignments, responsibilities, and authority.
• Provide timely and fair communication and feedback to employees through coaching, counseling, and meetings.
• Provide input to the preparation and appraising of staff, which may include written statements of performance to incorporate to the performance reviews and development plans.
• Assist in the recruiting efforts of retail branch staff.
• Responsible for the effective and efficient performance of operational tasks and assignments that support the retail branch function.
• Ensure operations are conducted in accordance with established policies, procedures, and guidelines, and within legal and regulatory requirements.
• Ensure adequate controls are maintained, such as dual controls for operational tasks. Dual control can be associated with card issuance systems, branch opening, branch closing, ATM servicing, cash counts, cash, and negotiable instrument controls and processing.
• Within the scope of authority and privileges, provide approval and override support to employees.
• Promptly and accurately complete required reports and records, such as time card recordings and approvals, branch balancing reports, branch logs, report tracking, and report review and monitoring.
• May serve as a Membership Officer, responsible for the review, verification, and approval of new membership accounts.
• May serve as Vault Custodian or perform other staff functions, assuming all appropriate tasks and duties as necessary, in order to serve members efficiently and to ensure the smooth operation of the branch.

Non-essential job duties:

• Other duties, tasks and assignments as delegated from time-to-time.
• Attend and actively participate in meetings and training sessions. May regularly facilitate meetings or training sessions with branch team.
• Keep manager updated and informed of area activities and significant problems, and progress toward established goals and objectives.
• Make recommendations to Branch Manager, or participate in the development of process or procedure enhancements to increase operational effectiveness and efficiency.
• Ensure branch and staff is prepared and equipped to function in a smooth and professional manner.
• Overtime hours required as necessary to ensure members are served in an efficient and effective manner and operational tasks are completed timely.
• Participate in training and development to increase knowledge and skills.
• Display initiative through proactive involvement, self-improvement, and by taking advantage of opportunities.
• Maintain state notary commission.
• May be cross-trained or certified in other areas of responsibilities.
• May be cross trained and certified in providing limited assistance with wealth management inquiries.

Minimum Qualifications:Education

• High School diploma, GED, two-year college degree or equivalent preferred; or completion of a specialized coursework at a business or trade school.

Experience

• A minimum of three to five years’ of work-related experience in a full-service financial institution or experience in a related position in a related field. Proven success at exceeding goals and/or sales expectations. Prefer supervisor or lead employee experience.

Knowledge, Skills & Abilities

• Possess excellent customer service and sales skills.
• Possess excellent communication skills both verbally and written.
• Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
• Possess strong knowledge of regulations including safety and soundness practices applicable to essential responsibilities.
• Ability to read, speak, and write clearly to convey information in a courteous and effective manner.
• Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers, and management. Courtesy, tack and diplomacy are essential elements of the job.
• Possess problem-solving skills to research, investigate, and offer solutions to issues that are non-routine in nature. Problems may be generally similar in nature with previous precedent to draw upon.
• Work requires judgment, ingenuity and reasonable analytical skills. A moderate amount of discretion is available to perform the job.
• Pays close attention to detail, ensuring accuracy and completeness of work output.
• Excellent organization, planning, and follow-up skills.
• Flexible and adaptable to change.
• Able to handle multiple tasks, responsibilities and/or projects.
• Ability to resolve inter-personal conflict and miscommunications.
• Solid math skills.
• Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook).
• Symitar for Windows (Episys Quest) desirable.