What are the responsibilities and job description for the Branch Manager I - Kernersville position at Truliant Federal Credit Union?
Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.
Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.
Purpose of the Job
The Branch Manager ensures that a team of individuals are focused on successfully executing the organization’s mission of improving members’ financial lives. The Branch Manager is accountable for overseeing the daily functions of their Branch, which includes managing staff, fostering a positive environment/culture, ensuring member satisfaction and following proper Branch operation requirements. The Branch Manager must have a hands-on leadership approach and be committed to the expansion and success of their Branch by implementing and consistently executing strategies that increase productivity and meet financial performance expectations.
Essential Functions and Responsibilities
- Generates new consumer and business development opportunities and drives all aspects of Branch performance, including expectations for outside business development and proactive outbound calling to the branch member base.
- Builds a high performing team through on-boarding, coaching and development of Branch team members.
- Develops and executes the Branch’s plan to ensure achievement of goals and objectives. Including but not limited to member service scores, budget management, loan production, deposit production and new member growth.
- Coaches team to achieve individual production and service goals by engaging in meaningful financial conversations with members providing quality guidance to improve their financial health and aid them in achieving their financial goals.
- Coaches the Branch team to make qualified referrals to Truliant Financial Advisors, Truliant at Work, Mortgage Loan Officers, Business Services, Business Payment Solutions, and Associated Products and Services.
- Establishes and maintains the proper environment for their Branch to allow for smooth operation of their location. Managers must leverage leadership and communication skills, actively coach, develop, motivate and support employees so that they can provide superior service to each and every member.
- Sets clear objectives, behaviors, and actions for each employee which are communicated and coached to on a regular basis using the Vital Basics coaching model. Monitors progress and tracks results for each employee and provides coaching, training, or remediation as necessary.
- Ensures that all employees demonstrate consistent adherence to member service standards throughout every member-owner interaction, including problem resolution.
- Ensures that the Branch team, including themselves, complies with all policies, procedures, protocol and regulatory banking requirements.
- Independently performs all branch functions accurately and efficiently, as needed.
- Reviews processes for branch team members, including writing and delivering reviews for monthly scorecards, 90-day new hire reviews and annual reviews.
- Regularly observes member interactions providing team members with coaching and accountability to drive continuous improvements in execution.
- Conducts Stay Interviews and LEAD meetings according to prescribed timeline ensuring documentation is completed in Workday.
- Develops and creates relationships with internal and external partners/networking groups to achieve desired Branch production metrics
- Creates, develops and executes an annual business plan for the Branch. Adheres to the Branch budget by managing controllable operation expenses and overtime.
- Coordinates training classes, onboarding plans and departmental visitations for staff.
- Effectively handles and ensures resolution of all member escalations for assigned branch.
- Embodies Truliant’s corporate identity in professionalism, spirit, mission, values, and ethics.
Other Duties and Responsibilities
- Serves in a leadership capacity with community organization(s) aligned with Truliant’s mission.
- Assists with other tasks and projects as assigned.
- Makes decisions that are within their authority and demonstrates good judgement by balancing the need of the member with the good of the credit union.
- First level of contact for all member escalations
- May support onboarding of new team members for other locations within the Region.
Knowledge, Skills, and Abilities
- Must have excellent communication skills in English, both verbal and written
- Must have superior interpersonal skills including conflict resolution and change management; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
- Must have an advanced understanding of credit union operations, financial products, services and delivery systems
- Must have the ability to recognize and respond to member relationship opportunities
- Must have a proven, successful and consistent record of coaching and mentoring employees to improved results
- Must have ability to understand and interpret financial statements
- Must have analytical, problem-solving and decision-making abilities
- Must have demonstrated commitment to operational integrity, policies, procedures, and regulatory banking requirements
- Must have strong community involvement and/or experience building partnerships with local businesses and organizations
- Must be adaptable and flexible, with the ability to work Branch hours, including weekends and some evenings
- Must have advanced PC skills, with intermediate level knowledge on Microsoft Excel and Word
- Must have ability to work well under pressure in a goal-oriented environment
- Must be able to resolve member complaints and coach others
- Must be detail oriented and well organized, with the ability to multi-task
- Must be able to work in a general office environment
- Must be able to complete all assignments with minimal supervision
- Should possess a strong commitment to providing excellent service to Truliant’s members
Physical Requirements
- Standing, walking, bending, and stooping required
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Education and Background
- Bachelor’s degree or equivalent experience required
- Minimum 3 years of related management experience required; retail banking service, sales, and lending management experience highly preferred
- Requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008
- Must have Notary appointment within 3 month period
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!
As a member of the Truliant family, you will enjoy the following full time benefits:
- No-cost employee Medical, dental, vision coverage
- Prescription benefits (including mail order)
- Paid holidays and Paid Time Off (PTO)
- 401(k) plan with contribution matching
- Paid community involvement volunteers hours
- Paid group life Insurance
- Teammate loan discounts
- Tuition reimbursement
- Short and long-term disability
- Health & Wellness program
- Teledoc (physician video conferencing)
- Onsite fitness facilities or health club reimbursement
- Employee Assistance Program (EAP)
- Medical flexible spending account
- Dependent care flexible spending account
