Financial Center Manager - Mission Branch

Role Summary:

The Financial Center Manager oversees all daily operations for a financial center location, including coaching and supervision of team members, implementing strategies to achieve branch goals, enhancing the quality of member relationships, and ensuring credit union policies and procedures are implemented consistently.  The Manager is also expected to participate in community outreach efforts to promote the branch and act as a positive ambassador of the organization.

What you'll do: 

• Measures and analyzes key performance indicators to achieve goals as defined by the Retail Scorecard and senior leadership. Actively makes recommendations and coaches staff to achieve their contributions to these goals. Organizes and/or leads huddles, touchpoints, and full team meetings to maintain coordination and performance of all team members.
• Manages all aspects of employee performance with assistance of Financial Center (FC) Supervisor including attendance, balancing, and performance management. Creates an open environment for communication by involving and informing team members in decisions and actions that directly impact financial center performance. Provides timely feedback and performance review.
• Drives retention of top talent and ongoing employee professional development through active leadership and consistent coaching of team members and execution of career progression programs.
• Fosters a relationship and solution driven environment for their financial center, tailored to the membership and clientele of their FC. Develops outside relationships in coordination with Firstmark Foundation and via participation in various organizations and activities.
• Identifies, reports, and provides productive and proactive improvement recommendations for systems and processes that directly impact member experience.
• Holds accountability for maintenance of Financial Center facilities including all aspects of appearance, functionality, and security.
• Provides counseling and problem resolution for escalated service events and other member needs.
• Oversees and directly participates in all fraud-prevention activities in their FC to include ATMs. This includes providing judgment, guidance, expertise, and appropriate decisioning regarding overrides or any other unusual or otherwise suspicious transaction or service requests.
• Manages and contains controllable expenses.
• Actively participates in ongoing Retail discussion and meetings, contributing value by offering feedback, responding to questions, participating, or supporting testing initiatives, and providing recommendations or feedback.

What we're looking for: 

• Bachelor’s Degree in Business Administration, related field or equivalent preferred.
• Must have at least five (5) years progressive financial institution experience involving direct member contact, and sales and service management.  This includes at least three (3) years in a supervisory capacity.
• Demonstrated understanding of financial concepts and planning,
• Professional verbal and written communication.
• Expertise in member and employee relationship management including de-escalation and problem resolution.
• Advanced problem solving, critical thinking, and decision-making.
• Excellent time management and prioritization.
• Behavioral role model for all aspects of job performance.
• Demonstrated reliability in working scheduled hours.
• Demonstrated strong judgment in matters related to member security and risk to the credit union, including transaction approval and member problem resolution.
• Excellent courtesy, tact, and diplomacy in interactions inside and outside of the credit union.
• Success in referring and booking Firstmark solutions.
• Ability to coach to peers and provide constructive feedback.
• Thorough and ongoing knowledge and proficiency in Credit Union processes, policies, procedures, products and services, and platforms of operation.
• All members of the Firstmark Credit Union Management Team are expected to:
• Fully execute Strategic Initiatives on time, as assigned.
• Role model our “High Five” shared values and appropriate behaviors to staff.
• Hold employees accountable for exhibiting our “High Five” shared values and meeting performance expectations through continuing dialogue and performance management feedback, including delivering evaluations on time.

Full Time & Part Time Employee Benefits 

401(k)—with matching incentives up to 6% 

Medical, Dental, and Vision Insurance

Competitive Pay

Employee Assistance Program

Education Assistance

Career Development

Paid & Unpaid Volunteer Opportunities

Generous Paid Leave

Fitness Membership Discounts

AND MORE!