Branch Support Manager

Location : Address

27000 Evergreen

Location : City

Lathrup Village

Location : Postal Code

48076

Responsibilities

JOB SUMMARY :

The Branch Support Manager is responsible for supporting the member service efforts of the Credit Union in a variety of ways.

The Branch Support team is the primary information support team for all of the branches. The team updates and implements new procedures and resources as needed, answers team member questions over the phone or via email and manages the legal review process.

Branch support champions process improvement opportunities that will benefit internal and external members.

Responsible for providing strategic and tactical risk mitigation for Debit / ATM disputes to avoid losses, while ensuring high quality member service levels and revenue enhancement.

Responsible for building an effective, results-oriented team and creating a climate in which people want to do their best.

Coaching, inspiring, and empowering team members to achieve organizational goals.

Continually seeking ways to improve Branch Support operations, productivity goals. Ensuring the team has access to tools needed to perform job duties.

Helping to remove barriers to team productivity.

Responsible for all operations, policies, in the area including the following essential duties and responsibilities.

KEY JOB RESPONSIBILITIES :

Responsible for supporting the branches by updating and implementing new procedures and resources as needed on The Hub.

Evaluates findings and recommends changes or modifications in procedures.

• Branch resource for legal related matters. Submits documents or questions for legal review to AVP-Operations, Chief Operations Officer.
• Identify, communicate, and champion process improvement opportunities that will benefit internal and external members.
• Responsible for understanding branch operations tasks, reporting on performance and consistently looking for process efficiencies.

These reports can include information on : System performance, financial analysis, chargebacks, fraud trending, rule analysis, Negative Shares, and team metrics.

• Serve as a back-up for the oversight of daily operations, planning, organizing, directing and coordinating activities of anything facilities-related for Michigan First Credit Union, both on-site at the Evergreen Office Building and all remote facilities, ensuring compliance with OSHA and state and local regulations.
• Analyze Debit / ATM card dispute cases to ensure minimal loss to the Credit Union. Monitor the processing and status of Debit / ATM fraud cases with current dispute processor.

Conduct additional research and follow through on more complex cases.

• Working with cross-functional teams to identify fraud patterns and make procedural adjustments to help mitigate fraud loss and reduce exposure to losses regarding Debit and ATM cards, ATMs, and fraud mitigation.
• Oversee the unclaimed property and mutilated currency process
• Oversee the mailroom responsibilities inclusive of outgoing, incoming and distribution of mail throughout the credit union
• Responsible for understanding all Branch Support tasks to ensure proper team member execution and completion
• Create clear, concise, and compelling documentation to respond to disputes
• Contribute or lead other special projects which reduce chargeback losses while maintaining focus on positive member experience
• Effectively contribute or lead special projects with other areas and within Branch Support
• Work directly with legal counsel and appropriate law enforcement or government agencies as necessary
• Responsible for all manual and electronic imaging for the credit union
• Responsible for all purchase / storing of Credit Union supplies.
• Oversee the Medallion Stamp Guarantee program and all related responsibilities
• Becomes / is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs.

Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members.

Consistently reflects and displays each of our "ISMs" in daily job performance, as well as in all business interactions while executing on our goals and initiatives.

Learns and utilizes EMEC (Every Member's Experience Counts) in day-to-day responsibilities when communicating with members only.

LEADERSHIP RESPONSIBILITIES :

Directly supervises team members on the Branch Support team. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include team member training, planning, assigning and directing work; appraising performance; rewarding and disciplining team members;

and addressing complaints and resolving problems. Demonstrates a commitment to our "Leadership Code of Conduct."

Qualifications

QUALIFICATION REQUIREMENTS :

Bachelor's degree plus five (5) or more years of related experience and / or training at a leadership level in a financial institution (i.

e., Loan Manager, or Member Services Manager); or equivalent combination of education and experience.

• Highly complex analytical ability required to independently resolve not only external member issues, but to provide resolution to branch, team members, members, auditors and regulators on complex situations.
• Skilled expert in legal related matters presented to the branches, such as Power of Attorney, Trusts, Estates, Conservatorships, etc.
• Must fully understand Credit Union products and services and be able to assist members to use these products and services.

Cooperative and positive attitude toward members and team members. Professional appearance and demeanor.

• Thorough knowledge of Credit Union's computer system for performing complex input / output tasks.
• This position requires an ability to communicate effectively with prospective and current members and to represent the Credit Union in a positive and professional manner.

Must enjoy working in a fast-paced environment that requires attention to detail and accuracy and working with people.

• Must possess the talent to easily identify issues, problems or concerns and mentor staff both individually or in a group to self-discover resolutions and solutions.
• Must possess strong organizational and time management skills and the ability to perform independently in setting objectives and take initiative to proceed properly.
• Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.

Who We Are

Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 165,000+ members at our branches throughout Michigan, and we're growing! We offer financial solutions for every life stage and seek to positively transform our members' lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union's sole mission is to provide the highest quality member experience. Working here, you'll get to participate in a strong culture centered around service, professionalism, and growth.

Michigan First highlights :

• 500 team members
• 30 locations spanning the Lansing area, Grand Rapids and Metro Detroit.
• Industry leader in community support and charitable giving through the Michigan First Foundation
• Member Services Call Center operates 24 / 7 / 365
• Over $1.5 Billion in assets

Awards Michigan First Credit Union has been the proud recipient of :

• 2023 Best & Brightest in the Nation
• 2023 Best & Brightest in Metro Detroit
• 2023 Best & Brightest in West Michigan
• 2023 Best Credit Unions to Work For
• 2023 Best Places to Work in Southeast Michigan
• 2023 Channel 4 - Vote for the Best - Mortgage Lenders (1st Place)
• 2023 Channel 4 - Vote for the Best - Credit Unions (3rd Place)
• 2023 Detroit Free Press Top Workplaces
• 2023 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level
• 2021 Credit Union of the Year by NAFCU (National Association of Federally-Insured Credit Unions)

Benefits and perks of joining our award-winning team include :

• Very competitive pay
• Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
• 401(k) - 100% match up to 5% deferral
• Tuition reimbursement for both Undergraduate and Graduate degree program
• Access to a complimentary concierge service that assists with nearly any item on your to-do list
• Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
• Wellness initiatives and events throughout the year to help team members stay healthy
• Loan discounts for certain secured and unsecured loans and mortgages
• Opportunities for pay increases, incentives and profit-sharing, based on performance
• Onsite subsidized top notch Cafe 26 for team members' use
• Onsite bowling center

Michigan First Credit Union is an Equal Opportunity Employer.