Hybrid Branch Manager chez Westby Coop Credit Union

The Branch Manager guides the branch office staff in providing quality service to members in the areas of account transactions, loan applications, new accounts, and solving problems within established Policies and Procedures. The Branch Manager will also achieve the ultimate objective of meeting the unique individual needs of our members and the community.  

Principal Duties and Responsibilities:

Each branch location will operate somewhat differently based on the size of the branch and the communities they serve. A Branch Manager 2 will be responsible for managing one branch location and a Branch Manager 3 will be responsible for managing two branch locations. Although daily operation may not be identical for all branches, the following are the expectations of each Branch Manager.

Operational / Market Responsibilities:

• In cooperation with the Vice President of Branch Experience, create and execute a market specific plan based on the overall goals of WCCU to achieve the following objectives: deposit and loan growth, membership growth, increased use of WCCU products and services by members, develop and strengthen key relationships within the community, and position WCCU to be the Financial Institution of choice by insuring WCCU Mission, Vision, Values are lived out in Branch.
• Monitor branch operations to ensure that a professional image and approach are being consistently exercised.
• Prepares, implements, and supervises the budget for the branch office which is consistent with the overall strategic plan and budget of the Credit Union. This includes community donations per WCCU procedures. Responsible for expense allocation for the branch.
• Develop, apply, evaluate, and update policies, procedures, and the Branch Managers Handbook for the branch.
• Manage and recommend the purchase of equipment and supplies.
• Work with the Risk department to ensure compliance with internal controls.
• Ensure that the branch office is in compliance with federal laws and regulations set forth by the Office of Credit Unions, NCUA, and other regulatory agencies. 
• Monitor office activity, including but not limited to transaction, new account and loan volume and errors
• Continuously assess the service effectiveness of the branch. 
• Maintains a broad understanding of financial reports relevant to the branch.
• Works with ARC with routine audits to ensure that all policies and procedures are followed.

Lending Responsibilities:

• Maintain up-to-date knowledge of all Consumer related WCCU lending products and services, policies, procedures, and rates to determine and meet the financial needs of our members.
• Maintain up-to-date knowledge of FCRA guidelines, Equal Credit Opportunity Act, Wisconsin Consumer Act, and other regulations pertaining to lending.
• Will have Consumer Lending authority. 

Teller Line Responsibilities:

• Maintain up-to-date knowledge of all MSR WCCU products and services, policies, procedures and rates in order to determine and meet the financial needs of our members. Assist in managing the MSR functions for the branch office.
• May have transactional and account opening capabilities.

Mobile Branch Responsibilities:

• Ability to drive mobile facility to various community locations and to each branch location.
• Responsible for coordinating engagement stops along with scheduling arrivals and departures. 
• Coordinate with Branch Managers, and other supervisors, to fulfill specific depository or lending staffing needs on occasion. 
• Responsible for maintaining a clean facility along with ensuring regular maintenance is completed as assigned in the Mobile Branch Handbook. This includes washing the vehicle in a climate-controlled facility, emptying the black water tank and grey water tank as needed, coordinating routine maintenance appointments (including pick-up and delivery to mechanics, as needed), and being a point of contact along with the Facilities Manager for overall care of the vehicle.  
• Occasional weekday evening and Saturday rotations may be scheduled in advance for special community events.
• Ensuring availability of Mobile Branch to various community events weekday evenings and weekends by coordinating coverage by self or appointment of others. 
• Additional Physical Requirements: Ability to maneuver, lift and carry hose lines for emptying black tank. Ability to bend, reach, and lift and apply 5-10 pounds of pressure when washing the vehicle. Daily stair climbing (3-5 stairs).
• Works closely with other department heads to ensure full and consistent deployment of Mobile Branch (technology, marketing, lending, etc.).

Managerial Responsibilities:

• Supervises and coordinates activities of employees engaged in the credit union’s branch functions. 
• Utilize Integrity Coaching to provide consistent coaching, development, and performance review. Also provide continuous feedback and reinforcement of policies and procedures.
• Travel to branch locations to work with staff for training purposes as well as following procedures & remaining compliant with regulatory updates.
• Plans, prepares, and schedules staff, according to budgets and workloads to maintain proper staffing & ensure smooth daily operations.   
• Maintains a highly motivated, well-trained staff and establishes effective employee relations.  
•  In cooperation with your leader (and in consultation with Human Resources), take responsibility for hiring, training, coaching, and discharging of staff.  
• Welcomes new staff members to the department.  
• Develop & maintain a budget.
• Ensures each staff member receives proper orientation, training, coaching and cross-training to ensure quality service.   
• Communicates with other departments and management to resolve problems and expedite work.  
• Interprets and communicates work procedures and company policies to staff.  
• Resolves complaints and answers questions of others regarding services and procedures.    
• Develops & maintains constructive and cooperative working relationships with others.   
• Reviews and checks work of staff for accuracy and content. Provides additional training where needed.    
• Makes recommendations to management concerning staff and improvement of procedures.
• Requisitions supplies as needed for the department.
• Assists staff in handling complex situations.
• Schedules and facilitates regular staff meetings.
• Ensures that the appearance of the department is neat, organized, and in accordance with Credit Union policy.
• Ensures that all confidential records in the work area are properly secured each day.

Work Relationships and Scope: Reports directly to the Vice President of Branch Experience. Will have regular contact with management, members, and employees of the Member Service department. 

Performance Dimensions:

• Must maintain the integrity of confidential business information and follow all guidelines on confidentiality.
• Provide outstanding services to co-workers & members.
• Possess the ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.  
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, and employees. Also maintains a positive, professional, team-oriented working relationship with staff and outside vendors.
• Enhance job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience:

• Advance coursework in Business, Finance, or other financial related experience preferred.
• Successful experience in a leadership capacity preferred.
• At least three years of experience in a Credit Union (or other financial institution) required.
• Prior supervisory experience preferred.
• Knowledge of the Credit Union movement and a strong desire to promote the credit union movement within the community served.
• Professional, well-developed interpersonal skills necessary for supervising branch staff and servicing Credit Union members.
• Knowledge of all Credit Union policies and procedures and all branch services and products.
• Basic knowledge of accounting and intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Knowledge of regulative laws pertaining to consumer lending.

Skills and Abilities:

• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.  
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts and other information clearly and concisely. 
• Proficient knowledge of the Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of a variety of general office equipment such as a computer, software applications, typewriter, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.

Working Conditions:

Job Conditions/Work Location: The majority of work will be performed in a normal office environment. Hours of work will generally be during regular business hours and average at least 40 hours a week. There will be some variation in work hours due to special projects, deadlines, education and other concerns. The noise level in the work environment is usually moderate. Will make periodic visits to branch locations.

Physical Requirements: Ability to sit for extended periods of time, regularly access files (some standing, walking, climbing, bending, stooping, lifting and carrying of usually light materials.) Frequent mental and visual concentration required for computer usage.

Equipment Used: Various software programs, telephone, computer, copy machine, calculator, fax machine, and other office equipment.

Hazards: Only those present in a normal office setting; no known hazards. In the course of working with the public, the employee may, on a very limited basis, encounter abusive, aggressive or unpredictable threatening behavior. Must observe safety and security practices at all times.  

Acknowledgment: This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by leadership. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.