Branch Manager II - UCLA Branch (UCLA, CA)

Branch Operations Manager

Utilizing knowledge gained through experience, oversees the operations of a branch in a complex environment to support and achieve credit union strategic initiatives. Creates a work environment where staff consistently focuses on delivering Wescom Experiences. Fosters a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Models desired behavior and promotes optimal member engagement and new member onboarding by promoting the use of the Building Member Connections Model. Motivates staff, reinforces relationship building and referral activity for achievement of branch growth goals, including engaging new members and existing members to deepen their product and service usage with the Credit Union.

Provides ongoing coaching through formal and informal observations to achieve organizational objective of developing long term member relationships. Responsible for educating team members regarding current marketing promotions. Oversees ongoing employee development with training and licensing in individual disciplines. Ensures staff is proficient in using and demonstrating all changing technology available to members including but not limited to mobile and online banking services.

Supports the organization's strategic objectives by establishing goals that are specific, measureable, attainable and timely. Tracks results and leads staff to achieve assigned goals, and coaches / reviews performance accordingly. Establishes production and referral expectation for consumer loan products, membership growth, insurance services (WIS and WFS), investment services (WFS), home equity products and first mortgage products. Oversees activities with staff that support teamwork and collaboration throughout the organization. Responsible for proactively resolving escalated member inquiries and issues at the first point of contact.

Responsible for driving membership growth by demonstrating leadership presence within their community representing the credit union's commitment to helping Southern Californians build better lives. Participates in the business development efforts including developing relationships with local businesses for Select Employee Group (SEG) opportunities as well as participating in community events.

Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of our Mission Statement, Vision, Core Values and Team Attributes. Assumes personal accountability for maintaining high service standards and operational excellence throughout the branch. Promotes advocacy and takes personal responsibility to ensure that member issues are handled expeditiously. Focuses on delivering Wescom Experiences and achieving successful results.

Creates an environment that supports teamwork and collaboration, within the branch and organization-wide.

Partners and collaborates with Branch Administration on business development efforts including but not limited to developing relationships with local businesses and communities.

Directs branch marketing efforts and provides remote marketing support for credit union products and services. Coordinates and / or conducts seminars for members. May participate in community events as well as CCUL Chapter activities and events.

Manages branch staff and directs management activities of the Assistant Branch Manager and Operations Supervisor. Establishes performance goals in alignment with organizational objectives, allocates resources, and assesses performance of staff.

Effectively manages and adjusts to swiftly changing priorities, product and service offerings, new technology and operating systems. Ensures staff knowledge is applied through following the directed career pathing compliance, ongoing training, product presentations, and staff meetings.

Responsible for selecting, coaching, evaluating and developing branch staff; focuses on career pathing of direct reports; oversees training of staff in member service, products and services, operations, investments or insurance specialization, NMLS, and interpersonal skills. Ensures training objectives are met, including regulatory training, and Wescom University core curriculum is completed by all employees. Ensures that licensed and registered employees actively maintain their licensing / registration and complete all required training curriculum. Ensures quality of service through random Member Experience Surveys.

Partners and collaborates with key business units such as WIS, WFS, Consumer Lending, Real Estate, Risk Management, Deposit Operations, Account Services, Card Services, etc.

Participates in the development of annual goals for service, growth, and other key areas. Sets individual goals for staff. Coaches staff to achieve growth through relationship building and service skills, matching Credit Union products and services to members' needs. Models behavior for staff to ensure optimal member engagement, a migration to appropriate delivery channels, and makes referrals for insurance services, investment services and real estate services.

Attracts new members and manages member and account retention with an emphasis on engagement. Ensures staff efforts are focused on achieving goals and aligned with Wescom's strategic objectives. Administers the branch budget and ensures expense control in all controllable areas including salaries and overtime.

Requires extensive knowledge of consumer lending and home equity products as well as experience with the loan origination process, including application processing, pricing, documentation, disclosures, quality control and funding. Identifies lending growth opportunities and manages staff's activities and tracking. Must complete all required lending training.

Ensures branch compliance with audit and security standards, policies and procedures, loss prevention measures and the safeguarding of Credit Union assets. Ensures quality control of memberships opened and loans funded at the branch. Maintains confidentiality of Credit Union and member records.

Ensures that the physical environment of the branch is maintained according to Wescom standards. Ensures individual appearance and demeanor reflects the desired level of professionalism, and holds staff accountable for same.

Maintains good attendance and punctuality in adherence with Wescom policy.

Bachelor's Degree and five or more years previous management experience in a financial institution is preferred.

Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained. Maintain licensing as Notary Public.

Extensive knowledge of Credit Union operations and management. Keeps current on industry news.

Ability to demonstrate leadership competencies through excellent analytical skills; strong communication skills, both written and oral; ability to quickly embrace change and effectively lead others through change; develops self and others; demonstrate professionalism; detail oriented; strong organizational skills; ability to work in a fast paced environment; coach for performance and achieve results through others; ability to work well with others and be a team player; and ability to be creative, productive and goal oriented.

Must be proficient in job related technology applications including the Credit Union's operating system and lending system.

This job description in no way implies that these are the only duties to be performed. The above job requirements are representative of minimum levels of knowledge, skills and abilities. The marginal functions have not been included. An employee will be required to follow any other job-related instructions and duties as requested by management.

Proficient in Microsoft applications (Word, Excel, PowerPoint, Outlook). Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position. Must maintain proficiency in using and demonstrating all technology available to members including but not limited to mobile and online banking services.

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to draw and interpret bar graphs.

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. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and / or move up to 25 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by management.

If you are applying for a Hybrid / Remote position, please note applicants are required to reside within our Wescom service areas which are defined as the following counties : Los Angeles, Orange, San Bernardino, Riverside, Ventura, Santa Barbara, San Diego, Imperial, Fresno, Kern, Kings, Madera, Merced, Mariposa, Monterey, San Benito, San Joaquin, San Luis Obispo, Santa Cruz, Stanislaus and Tulare counties.