Branch Support Manager

Job Title: Branch Support Manager

Department: Branch Support

Reports To: AVP of Branch Administration

FLSA Status: Exempt

Grade: 11

Summary

The Branch Support Manager supervises the Branch Support staff and supports multiple facets of Rio Grande Credit Union’s front-line operations. Cultivate a culture and environment to make members dreams come true.

Essential Duties and Responsibilities include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their supervisor/manager.

Department Manager Duties

• Effective coaching, delegation of responsibilities, training, development, and motivation
• Participate in budget process and actively administers the department’s budget accordingly
• Work in conjunction with senior management to develop department strategic plan, budget and policies in relation to the overall goals of the Credit Union
• Work in conjunction with senior management to correct and minimize findings from various internal and external audits and exams to maintain high compliance standards
• Make recommendations regarding process improvements, assign specific tasks, and project, and establish departmental goals consistent with overall Credit Union strategic initiatives
• Act as a primary liaison with third party vendors and assist with vendor management, including but not limited to, collecting due diligence and monitoring vendor performance and cost

Support Duties

Oversees all branch support duties including:

• Mail room functions:
  • Ensuring all items received are posted according to our mail room procedures
  • Oversees mail room retention and compliance
  • Process Credit Relation checks
• Point of contact for all RGCU deposit products and services to assist the frontline staff in providing EMS. This includes but is not limited to:
  • Specialty accounts (Rep Payee, custodian, trust etc.) - SME
  • Maintain knowledge and accuracy for Prosperity Kids accounts (report ran quarterly, auditing new Prosperity Kids accounts, delivering knowledge to front-line staff, and reporting information to Prosperity Works representatives).
  • Produce and maintain all SOPs related to RGCU deposit products and services, specifically related to Branch Operations
  • Provide training for RGCU deposit products and service, acts as SME
  • Acts as the main point of contact for RGCU partner organizations (Prosperity Works, NMCAN, St. Timothy, etc.)
• Direct and maintain all materials and processes related to deceased members, including but not limited to:
  • Communicating directly with members as needed
  • Receiving initial notification and placing necessary information in the core processor.
  • Emailing notification to necessary departments.
  • Issuing funds and closing the account.
• IRA
  • Oversee the completion of reports to assure proper codes of IRA transactions (distributions, contributions, etc.).
  • Oversee the maintenance of approved IRA transaction forms through Ascensus and mails off to Ascensus for record retention monthly.
  • Verify monthly and annual RMD(IRA’s) report is accurate.
• POA
  • Review and approval of POA requests
• Trusts
  • Review and approve Trust Accounts and documents
• Safe Deposit Boxes
  • QC quarterly branch audits to ensure accuracy
  • Manage inventory in core processor as needed
• Other
  • QC duties as directed by the AVP of Branch Administration
  • Overdraft management (Strunk)
  • Provide feedback to the AVP of Branch Administration in processes and training needs.
  • Oversee the reception and distribution of subpoenas to the appropriate department

Supervisory

• Responsible for the direct supervision, hiring, training, development, timecard, performance reviews, huddles, and one-on-one coaching meetings of department staff.
• Mentor, coach and train employees in a psychological safe environment
• Foster an environment that attracts and retains a competent workforce.
• Monitor and analyze staff performance including, quality of service, transaction volume, errors, and member wait time. Uses this information to make appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the member
• Assist manager to correct and minimize findings from various internal and external audits and exams to maintain high compliance standards
• Participate in community and RGCU outreach/events
• Act as a back up to staff when needed

Member Service

• Come to work every day with a member focused passionate, and dedicated mindset
• Approach ever member situation from a caring, helpful, and openminded
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier
• Assists in any other areas as directed by the AVP of Branch Administration, VP of Operations, Senior Management and/or President/CEO.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities

Manages the Branch Support staff. Is responsible for the overall direction, coordinator, and evaluations of these employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; processing timecards; creating and managing schedules.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Administration - Gives attention to those areas of responsibility that are of an ongoing nature. Follows up on problems and decisions. Maintains control over areas of accountability. Keeps own areas of responsibility and all associated procedures functioning smoothly over an extended time.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals and complies with all Federal and State compliance policies

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Innovation and Change - Initiates change when necessary. Takes action quickly to correct or prevent problems. Generates ideas and creative solutions. Shows enthusiasm for new ideas, programs, and procedures.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Experience- 2 to 5 years related experience

Education- 2-year college degree or specialized course of study OR 5 years related experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals such as Standard Operating Manuals (SOPs). Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, amortizations, proportions, percentages, cash flow, net present values, and depreciation. Ability to apply concepts of basic algebra and arithmetic.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge Symitar's; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually noisy.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.