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First Financial Federal Credit Union of Maryland · 6 hours ago

Branch Manager

Catonsville, MD

Full-time

Hybrid

Mid, Senior Level

$72K/yr - $90K/yr

5+ years exp

First Financial Federal Credit Union of Maryland is seeking a Branch Manager to enhance member experience and oversee branch operations. The role involves leading and developing staff, ensuring compliance with regulations, and driving business development through exceptional service delivery.

BankingCredit CardsFinancial ServicesWealth Management

Comp. & Benefits

Responsibilities

Create an environment where members are provided with a one-stop personalized and frictionless experience through exceptional service delivery and memorable encounters to result in member retention and improved engagement

Responsible for ensuring member complaints are resolved promptly and efficiently utilizing de-escalation techniques as needed

Strive for member satisfaction and identify opportunities for improvement

Expertise in fraud detection/ID theft, prevention, and ensures necessary changes are made to protect account(s); escalate cases as appropriate

Responsible for proper documentation of member interactions/requests through use of the CRM (Customer Relationship Management) system

Drive proactive cross-selling conversations, for retention, expansion, and engagement of member relationships through internal interactions and outbound calling

Assume complete responsibility for staff development through ongoing training, coaching, mentoring, and assessments

Assess employee progress post training, provides feedback, recommends enhancements to training curriculum

Recognition of employee successes, recommend readiness for additional responsibility and/or promotion

Identify deficiencies/opportunities for growth, provide supporting documentation, create improvement plan, recommend disciplinary action, relay/escalate to management

Meet with staff regularly (1:1 and group) to provide feedback, disseminate information and/or concerns

Manage risk while exercising sound judgment, decision making, override authority, ability to resolve complex problems, and takes ownership of escalated issues

Supervise, and evaluate the branch staff to enhance individual productivity and enable them to function according to their role

Develop action plans to enhance operational controls, efficiency, and productivity to optimize member experience

Responsible for quality control of completed work; documenting and overseeing corrections

Responsible for daily operations of branch to comply with regulatory policies and procedures, complete appropriate action as required by circumstance including incident response

Expertise in fraud prevention and detection on behalf of First Financial; educating staff to recognize unusual activity

Responsible for vault and ATM management and maintenance to include after-hours response and monitoring

Accountable for any in-branch issuance of debit cards and the complexities of plastic related compliance

Maintain security and confidentiality of all member account information and Credit Union documents

Uphold established security controls and confidentiality to protect the facility, cash on hand, and safeguard members and employees against criminal and fraudulent operations

Document through incidence response when applicable

Complete certifications and perform Medallion Signature Guarantees, and Notary Services

Represent the branch network in implementation and testing of a variety of projects/initiatives

Actively support Marketing through participation in community outreach and business development opportunities

Performs other related duties of similar scope and complexity

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security

Qualification

Credit union knowledgeFraud prevention expertiseLeadership experienceCustomer service experienceCRM proficiencySpanish proficiencyInterpersonal skillsCommunication skillsDecision-making

Required

Professional with a positive member-centric and growth mindset, fostering the development of member relationships

Serves as a role model with an ability to build/develop a team, exhibit strong leadership, work ethic, and objectivity

Detail and service oriented with effective listening, communication, and interpersonal skills

Demonstrate strong reasoning, good judgement, and decision-making

Advanced knowledge of credit union policies and procedures, compliance rules, and regulations

Understanding of the credit/debit card dispute process, Zelle P2P dispute process, and Bill Payment services

Proficient understanding of the credit and debit card process including working knowledge of core processing and card processing systems

On-call response to resolve ATM system issues affecting member services

Occasional local travel to support business development

Ability to read, write, and speak Spanish proficiently is a plus

Demonstrated leadership experience

Five (5) years or more of customer service or sales experience

High school degree or GED equivalent

Ability to obtain and maintain job-related certifications if not job-related advanced degree

Meet or exceed continuing professional education (CPE) requirements

Preferred

Bachelor's degree in business or related field

Three (2) to three (3) years of credit union or bank leadership experience preferred

Company

First Financial Federal Credit Union of Maryland

Founded in 1953, First Financial of Maryland Federal Credit Union proudly serves the employees, students, and parents of the Baltimore, Carroll, Somerset and Worcester County Public School systems, as well as the employees and families of many area businesses, hospitals, private schools, and colleges.

Founded in 1953

Sparks Glencoe, Maryland, USA

51-200 employees