Essential Duties
- As a Level I leading the team to maximize productivity, efficiency, and the potential of team, including: hiring, onboarding, designing/implementing development plans, creating/assigning goals, monitoring development/performance, coaching, training, assuring compliance with regulatory requirements are followed, organizational strategic plan, mission, vision, values, policies and work rules.
- Appraise performance and provide recommendations for team compensation, promotion, and progressive discipline through termination, as appropriate.
- Oversees and upholds the visual standards for facilities and equipment of the branch office to ensure the branch is always presentable. Collaborates with the Facilities/Marketing team to handle branch needs.
- This position is an in branch/office role, must be available to work 8 a.m. to 5 p.m. M-F, Saturday coverage as needed, and some outside of normal working hours for meetings and/or education/trainings. Some travel expected, including but not limited to overnight stays.
- Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.
Duties and Responsibilities
The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.
- Complete orientation of new employees in overall branch procedures. Actively participates in cross-training personnel and ensures that the staff is kept abreast of all products and services, promotions, and other company initiatives. Conducts branch security training. Ensures personnel are well trained in all phases of their respective jobs.
- Collaborate with Branch Operations Director and HR for hiring, employee development, branch performance management, and compensation review for branch staff.
- Develop and implement department budget; reviews monthly to analyze variances and ensure expenditures remain within limits.
- Monitors closely industry trends in deposit operations to propose development activities and ensures that the company’s products, services and processes are remaining competitive.
- Ensure members’ requests and questions are promptly resolved. Handles members’ complaints. Ensure members are informed of Company services and policies. Counsels members regarding their financial needs and services requested.
- Investigate and resolve member complaints, and researches member situations to resolve issues involving fees, deposit servicing, etc.
- Become subject matter expert in all branch software.
- Troubleshoot and resolve internal and external inquiries.
- Engage in continual process improvement and update branch procedures and policies in collaboration with Branch Operation Specialists.
- Ensure all branch transactions are balanced at the close of each day. Oversees individual accountability for the handling of cash and assists in resolving balancing problems.
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.
Member Relationship Representative
- Thoroughly explain products and services to members. Prepare and process documentation for new accounts and collect share deposit
- Oversee the audit process for new accounts that are opened.
- Prepare an adverse action letter when products are denied
General Sales Expectations
- Successfully use effective Sales Champion skills and behaviors
- Build relationships with current and new members. Offer products and services that will help to fulfill their financial needs.
- Oversee the onboarding process that continues to build relationship with new members.
- Ensure members are fully served
Other
- Answer telephones and handle member inquiries
- Process mail as required
- Attend education functions as required
- Maintain good, working knowledge of all credit union products and service
- Other duties that may be assigned from time to time
Qualifications and Expectations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.
- Strive to exceed credit union, department, and personal goals
- Understands deadlines and meets set timelines
- Excellent typing and computer skills, including in-house email and core system, Word and Excel
- Strong leadership skills
- Team oriented
- Strong communication skills, including active listening, clear and concise communication, and adaptability to various communication styles (both interpersonal and written).
- Highly organized
- High reasoning ability
- Produces accurate work results
- Readily keeps others adequately informed
- Maintains a high level of knowledge of credit union philosophy, products/services, policies and procedures.
- Maintain good knowledge of all State and Federal laws governing credit union operations (BSA, Patriot Act, Regulation CC, Regulation E, Truth in Savings, Truth in Lending, etc.)
- Implements new procedures efficiently and effectively.
- Ability to work overtime, attend meetings, seminars and travel.
- A significant level of trust diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work will involve motivating and influencing others. Outside contacts will be important and fostering sound relationships with other entities (companies and/or individuals) is necessary.
- Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion
- The ability to attain the Financial Counselor Certification (CCUFC) through CUNA within the first 6 months
- The ability to attain State of Michigan Credit Producers License within 6 months
- Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.
Physical Requirements
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to move or transport up to 25 pounds.
- Able to remain stationary for 2-4 hours at a time.
Work Environment
- Must maintain a neat and orderly work area.
- Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
- Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.
Education and Experience
