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Arrowhead Credit Union · 1 month ago

Manager Branch Experience (Upland, CA)

Upland, California, United States

Full-time

Onsite

Mid, Senior Level

$89K/yr - $133K/yr

Arrowhead Credit Union is seeking a Manager, Branch Experience to lead their team in delivering exceptional member service. This role is responsible for all aspects of the member experience, driving member loyalty and engagement while achieving the Credit Union's strategic goals.

Financial Services

Responsibilities

Personally, provides exceptional member service; uses Service Standards in every work-related interaction

Ensures that *exceptional* member service is being provided to members and team members, at all times

Serves as a strong example of leadership in work ethic, professionalism, and conduct

Actively participates in and provides leadership for the team in meeting the goals of the department and the Credit Union by promoting a harmonious work environment that motivates others towards team participation, goal setting/accomplishment, and personal development

Ensure staff commitment to member service standards. This includes leading by example with a positive and professional tone and demeanor when assisting members and team members. Using courage and integrity to take action and provide friendly service at all times

Uses organizational tools and techniques to complete tasks on time and successfully manage multiple competing priorities simultaneously, with the ability to give unexpected status in any of the areas of responsibility

Observes and assesses branch service effectiveness on an ongoing basis; develops and implements strategies for coaching, recognition, and talent management that result in exceptional member experience, member loyalty and engagement

Creates and implements a branch service plan that includes team development, efficiency, accuracy, and member experience; driving positive results in member experience and a favorable and trusted view within the community

Analyzes reports and information to identify branch strengths and opportunities; uses this information to create and augment branch plans

Continuously advocates for the membership; makes sound and swift decisions while balancing service and risk; provides solutions and makes recommendations to further improve member experiences

Plans and facilitates team meetings that drive branch efficiency, promote excellent internal and external service, and continuously develop the team skills and behaviors

Oversight of comprehensive branch operations in accordance with organizational policy and procedure, including; overall accuracy in service, internal audit process, security controls, risk management, and loss prevention

Ensures adherence to security controls to protect the branch against criminal/fraudulent operations and unnecessary risk/exposure

Collaborate with regional Membership Development team to build and nurture a positive reputation amongst key community relationships

Assists AVP and VP of Branches/Member Experience with organizational initiatives as needed

Performs supervisory duties: interviews applicants; plans, assigns, directs, and evaluates direct report’s work, measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews, recommends salary increases and develops higher levels of expertise in Team Members through training

Supports and assists at branches throughout the Arrowhead branch network

Regular and predictable attendance and punctuality

Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Identity Theft Red Flags and Office of Foreign Assets Control (OFAC) and complies with all federal and state laws/regulations as well as organizational policies, procedures, and processes applicable to area of responsibility

Other duties as necessary and assigned and deemed necessary by the Supervisor to achieve the goals of the Credit Union and department

Qualification

Member service excellenceTeam developmentLeadership skillsBranch operations oversightRisk managementAnalytical skillsCommunication skillsOrganizational skillsProblem-solving skills