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Branch Manager
Branch ManagerFirst Financial Federal Credit Union of Maryland • Catonsville, MD, US
Branch Manager

Branch Manager

First Financial Federal Credit Union of Maryland • Catonsville, MD, US
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Job Description

Job Description

First Financial Federal Credit Union

Job Description

Job Title : Branch Manager I, II, III

Department : Member Experience

Reports To : Branch Services Supervisor

Salary Grade(s) : 11, 12, 13

EEO-1 Job Class : 1.2 - First / Mid-Level Officials and Managers

FLSA Status : Exempt

☒ Full- time

  • Part- time
  • Temporary

Location : Branches

☒ Telework Work Possible (if checked)

Important : See Telework Policy for Additional Criteria

Function :

Supports the Branch Services Supervisor in providing an exceptional member-centric experience, service delivery, targeted business development, and consistent cross-selling efforts. Assumes responsibility for efficient branch operations in compliance with regulations, policies, and branch procedures. Effectively leads, mentors, and develops the skills of employees within the branch network. Focuses on consultative conversations to deepen member relationships, to help them achieve their financial goals, and become a trusted advisor.

Position Requirements :

GENERAL :

  • Professional with a positive member-centric and growth mindset, fostering the development of member relationships.
  • Serves as a role model with an ability to build / develop a team, exhibit strong leadership, work ethic, and objectivity.
  • Detail and service oriented with effective listening, communication, and interpersonal skills.
  • Demonstrate strong reasoning, good judgement, and decision-making.
  • Advanced knowledge of credit union policies and procedures, compliance rules, and regulations.
  • Understanding of the credit / debit card dispute process, Zelle P2P dispute process, and Bill Payment services
  • Proficient understanding of the credit and debit card process including working knowledge of core processing and card processing systems]
  • On-call response to resolve ATM system issues affecting member services
  • Occasional local travel to support business development
  • Advancement is based on demonstrated expertise, leadership ability, success of team, and manager recommendation.
  • Ability to read, write, and speak Spanish proficiently is a plus.

    • EXPERIENCE :

  • Demonstrated leadership experience
  • Three (2) to three (3) years of credit union or bank leadership experience preferred
  • Five (5) years or more of customer service or sales experience
  • Demonstrated work-related experience may be considered instead of education requirements

    • EDUCATION :

  • High school degree or GED equivalent; Preferred : Bachelor’s degree in business or related field
  • Ability to obtain and maintain job-related certifications if not job-related advanced degree
  • Meet or exceed continuing professional education (CPE) requirements

    • Duties : Member Experience

  • Create an environment where members are provided with a one-stop personalized and frictionless experience through exceptional service delivery and memorable encounters to result in member retention and improved engagement.
  • Responsible for ensuring member complaints are resolved promptly and efficiently utilizing de-escalation techniques as needed. Strive for member satisfaction and identify opportunities for improvement.

    • Financial Services

  • Expertise in fraud detection / ID theft, prevention, and ensures necessary changes are made to protect account(s); escalate cases as appropriate.
  • Responsible for proper documentation of member interactions / requests through use of the CRM (Customer Relationship Management) system.
  • Drive proactive cross-selling conversations, for retention, expansion, and engagement of member relationships through internal interactions and outbound calling.

    • Staff Development

  • Assume complete responsibility for staff development through ongoing training, coaching, mentoring, and assessments.
  • Assess employee progress post training, provides feedback, recommends enhancements to training curriculum.
  • Recognition of employee successes, recommend readiness for additional responsibility and / or promotion.
  • Identify deficiencies / opportunities for growth, provide supporting documentation, create improvement plan, recommend disciplinary action, relay / escalate to management.
  • Meet with staff regularly (1 : 1 and group) to provide feedback, disseminate information and / or concerns.

    • Operational Responsibilities

  • Manage risk while exercising sound judgment, decision making, override authority, ability to resolve complex problems, and takes ownership of escalated issues.
  • Supervise, and evaluate the branch staff to enhance individual productivity and enable them to function according to their role.
  • Develop action plans to enhance operational controls, efficiency, and productivity to optimize member experience.
  • Responsible for quality control of completed work; documenting and overseeing corrections.
  • Responsible for daily operations of branch to comply with regulatory policies and procedures, complete appropriate action as required by circumstance including incident response.
  • Expertise in fraud prevention and detection on behalf of First Financial; educating staff to recognize unusual activity.
  • Responsible for vault and ATM management and maintenance to include after-hours response and monitoring.
  • Accountable for any in-branch issuance of debit cards and the complexities of plastic related compliance.
  • Maintain security and confidentiality of all member account information and Credit Union documents.
  • Uphold established security controls and confidentiality to protect the facility, cash on hand, and safeguard members and employees against criminal and fraudulent operations. Document through incidence response when applicable.
  • Complete certifications and perform Medallion Signature Guarantees, and Notary Services.

    • Support Functions

  • Represent the branch network in implementation and testing of a variety of projects / initiatives.
  • Actively support Marketing through participation in community outreach and business development opportunities.

    • Performs other related duties of similar scope and complexity.

    Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

    Equal Opportunity Employment

    First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.

    Compensation details : 72100-90100 Yearly Salary

    PI625806ef4e6f-25405-38832918

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