Branch Coordinator

Credit Union National Association, Inc.; Chandler (AZ); On-site; USD 48,000 - 64,000; Full time

Job summary

Credit Union National Association, Inc. is seeking a Branch Operations Supervisor to support day-to-day branch activities, supervise staff, and drive quality member service in alignment with FIRST values.

The role requires effective communication, coaching, and adherence to policies to meet branch and individual goals. Responsibilities include reporting, enhancing service delivery, and maintaining knowledge of products while promoting the credit union’s offerings to members and SEGs on a monthly

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Minimum three years of related experience or training.
• Cash handling experience and credit union experience preferred.

Responsibilities

• Maintain communications between the branch team and the MSC Manager with reports on operations and productivity.
• Greet and assist members with transactions, delivering prompt, accurate service.
• Coach branch staff and monitor performance against KPIs and branch goals.
• Ensure compliance with policies, controls, and regulatory requirements.

Skills

Customer service

Numeric ability

Attention to detail

Computer proficiency

Stress management

Communication

Integrity

Teamwork

Leadership

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Job description

Summary/Objective

Responsible for the day-to-day operations of the Branch by assisting the Member Solutions Center Manager in guiding Staff by providing quality service to members, through sales and service of products with the expectation of meeting or exceeding branch and individual goals. This person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive manner that supports our FIRST values

Essential Functions

• Maintain communications between the branch team and the Member Solution Center Manager by preparing daily, weekly, and month-end reports regarding branch operations and productivity.
• Greet and welcome members to the credit union and interact with co-workers in a courteous, friendly, respectful, professional and timely manner, providing, prompt, accurate and efficient member transactions.
• Coordinates with the Member Solution Center Manager, Director of Delivery Experience and Org. Development towards the goal of MSC employees becoming Universal Employees, within alignment with the Member Solution Center Vision and Goals
• Conduct monthly one-on-one coaching sessions focused on performance improvements and skill development.
• Monitor team and individual performance metrics against established KPIs and Branch Goals including SOGO Scores, and Score Card Achievement (minimum 90%).
• Collaborate with management in sharing ideas and strategies to meet goals are areas of improvement.
• Troubleshoot and resolve member concerns acting as an escalation point.
• Responsible for month-end reporting while working with the Member Solution Center Manager in developing and monitoring quality control practices.
• Ensure accurate completion of daily work, forms, reports and documents.
• Maintain control over audit procedures to ensure compliance with controls. If weaknesses are identified, report them to the Member Solutions Center Manager.
• Maintain an up-to date and comprehensive knowledge on all related policies, procedures, rules and regulations and ensure compliance with all internal controls and established policies and procedures.
• Assist the Member Solution Center Manger to ensure the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
• Uphold compliance with all governing regulations, especially Bank Secrecy Act requirements including Currency Transaction Reports and monitoring and reporting as appropriate any suspected suspicious activity. Maintain knowledge of Office of Foreign Asset control (OFAC) requirements.
• Monitor branch activity, including number of transactions, loan volume, sales volume, etc.
• Maintain knowledge of the Credit Unions’ products and services in order to efficiently train and motivate staff to cross-sell.
• Provide training and guidance to staff in regard to branch operations and policies.
• In coordination with the Member Solution Center Manager; schedule, supervise, coach and motivate branch staff in an effort to maintain optimal member service satisfaction levels.
• Assist in managing the security and safety of the branch, by analyzing security and safety policies and procedures. Alert staff of any changes.
• Ability to handle confidential/sensitive information in a professional manner.
• Represent and promote the credit union professionally and positively within the community. Reach out to SEGs on a monthly basis.
• Effectively communicate changes, issues, questions, updates, between staff, manager and solutions teams.
• Be a champion for the credit union’s strategic vision.

Competencies

• Superb customer service orientation.
• Strong numeric ability.
• Accuracy and attention to detail.
• Computer proficiency.
• Stress management/composure.
• Good listening and communication skills.
• Honesty and integrity.
• Teamwork.
• Leadership and supervisory skills.

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in a branch setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Physical presence in the branch setting is required.

Physical Demands

This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping, or standing as necessary.

Position Type/Expected Hours of Work

Ability to work flexible schedule Monday through Friday.

Travel

Periodic travel to other FCU locations may be required.

Qualifications

Required Education and Experience

• High school diploma or equivalent. College graduate highly desirable.
• Three years related experience and/or training; or equivalent combination of education and experience.

Preferred Education and Experience

• Previous cash handling experience.
• Previous experience with a credit union highly desirable.

Additional Eligibility Qualifications

Multi-lingual capabilities to include Spanish are a plus.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.