GENERAL SUMMARY Direct and supervise branch staff in providing quality service to members in the areas of account transactions, lending, new accounts and solving problems within established policies and guidelines. Implement actions to achieve or exceed branch lending and member service goals and other key goals that will contribute to the growth of the branches and the credit union as a whole. ESSENTIAL FUNCTIONS Maintain a highly motivated, well-trained staff, implementing the credit union standards to ensure high quality of service to members. Apply and evaluate policies and procedures for the branch. Ensure that the branch is in compliance with credit union established policies and procedures. Ensure that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies. Monitor branch activity, including member and business accounts, loans and teller transactions. Monitor key products, services and sales within branch to ensure profitable and sound business practices. Create and maintain a cross-selling environment within the branch. Coach employees on sales techniques and product knowledge in order to insure that the branch will meet established goals. Monitor the progress of individual employees in meeting their established monthly goals. Calculate and document incentives accordingly. Evaluate the job performance of Member Service Officers, Member Service Representatives and Tellers to ensure quality of work and service to members. Recommend salary increases. Responsible for the scheduling of MSOs and MSRs. Assist staff or personally resolve member complaints and inquiries at the branch level. Recruit and select qualified applicants for vacancies, ensuring that the branch is adequately staffed. Ensure that all employees receive appropriate training have the necessary competencies to perform the functions required in their role. Hold periodic staff meetings to discuss areas needing improvement, changes in procedures, new services and to present general information. Oversee the physical maintenance of the branch facility, ensuring everything is properly maintained and in good working order. Report needs and problems to the VP of Branch Operations. Ensure the equipment and supply needs of the branch are adequate, placing orders when needed. Manage the security and safety of the branch. Analyze and monitor security and safety policies and procedures on an on-going basis. Maintain current knowledge of all Credit Union policies and procedures, including compliance with federal laws and regulations as set forth by the NCUA and other regulatory agencies. Represent the credit union within the community by developing and promoting additional business opportunities. NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary. ADDITIONAL FUNCTIONS Attend scheduled meetings with the VP of Branch Operations to discuss branch needs, changes in procedures, new services and general information. Serve as a Member Service Officer (See MSO job description.) JOB SPECIFICATIONS Professional, well-developed interpersonal skills necessary for supervising branch staff and interacting with members and other individuals involved in the member service and lending process. Requires knowledge of all Credit Union policies and procedures and all credit union products and services. Knowledge of the Credit Union movement also preferred. Requires strong sales skills or the willingness to learn sales skills in order to meet monthly sales goals for credit union products and services. Requires completion of high school education. At least three years of MSO experience is required. Experience in lending is required. Previous management preferred. Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.) Requires PC proficiency and knowledge of Office Suite. PHYSICAL REQUIREMENTS Sitting = Continuous Crawling = Occasional Standing = Frequent Climbing = Occasional Walking = Frequent Balancing = Occasional Driving an automobile = Occasional Reaching Overhead =Occasional Lifting/Carrying = Occasional Reaching Forward = Occasional Amount of Weight = 15 to 25lbs. Kneeling = Occasional Squatting = Occasional Push/Pull = Occasional Bending = Occasional Twisting = Occasional DISCLAIMER The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.