Branch Manager - Fairfax Corner

E

5%

Recognizing that Apple FCU's primary goal is to provide quality service to its members, the Branch Manager unequivocally supports the credit union's goals and core values. The Manager instills these values in his or her immediate staff and builds a team within his or her Branch whose main objective is to provide members with the best possible service. Will ensure that branch employees incorporate the Apple Way principles with external and internal members.

E

5%

Responsible for supervising Branch personnel to assure a trained, motivated and professional staff capable of providing services in a timely and accurate manner, ensuring positive member relations. Interviews, recommends for hire, schedules, assigns work to, counsels, coaches, establishes performance expectations, writes timely performance reviews, and recommends the discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation.

E

5%

Responsible for development of a Business Plan for the branch that identifies market opportunities to acquire new members, cross-sell opportunities for existing members and ensures that branch staff actively works towards supporting the business plan.

E

5%

Responsible for Branch meeting or exceeding goals co-developed with Management. The goals may include cross-selling ratios, transactions performed or members seen per day, loan protection sales goals, delinquency ratios, product penetration, member satisfaction survey results, etc. Provides regular, ongoing coaching and feedback to staff members on sales results and member service delivery.

E

4%

Ensures member issues are resolved promptly following Apple's Problem Resolution process and that employees notate member issues in Synapsys.

E

4%

Remains current on new products and services and disseminates information to staff. Keeps abreast of new rules and regulations that may impact Branch Operations. Ensures that staff are knowledgeable of all credit union products and services.

E

4%

Reviews loan applications, ensuring that documentation is complete and accurate. Responsible for ensuring that all loan applications received by Branch on a daily basis are initially processed and/or disbursed the same day they are received whenever possible. Ensures loan quality of branch staff.

E

4%

Is knowledgeable and stays abreast of Apple's loan underwriting guidelines and policies and procedures. Is fully aware of lending regulations such as the Fair Lending Act.

E

4%

Notifies members of loan decisions done by auto-decisioning and/or the centralized underwriting team. Makes recommendations for decisions to approve or decline loans to the centralized underwriters. If there is a disagreement about an underwriter's decision, if appropriate, escalates the issue through the proper channels.

E

4%

When branch staff process loan applications, ensures they are reviewing credit reports for cross-sell opportunities and offering products to members. Coaches staff on how to identify offers, explain products' features and benefits and overcome member objections.

E

4%

Coaches and develops staff on role of "trusted advisor"; how to assess members' financial needs and make appropriate service and product recommendations.

E

4%

Responsible for general maintenance, security, and safety of the Branch.

E

4%

Ensures that the Branch balances all transactions at the close of each business day. If an ATM is on site, is responsible for balancing transactions therein and removing holds on accounts when appropriate. Responsible for daily Branch cash and check reconcilement.

E

4%

Responsible for enforcement and understanding content of all Branch Operations manuals, including the Teller, MSR, Lending, Branch Manager, and Products and Services Manuals.

E

4%

Resolves complex work-related problems. Researches and resolves member inquiries, explains specific policies and procedures.

E

4%

Responsible for providing training and guidance to staff member with a goal of improving sales and service. This is achieved by conducting monthly in- branch training as well as one-on-one coaching on a quarterly basis.

E

4%

Responsible for ensuring staff is adequately trained and effectively using Episys, Synapsys, Synergy, Appro, and Microsoft as needed.

E

4%

Ensures that all member contact in the branch is recorded in the Synapsys CRM and that all onboarding tasks are completed using the 2x2x2 methodology.

E

4%

Reviews all new member and loan applications to ensure that staff are properly identifying and offering cross sales.

E

4%

Ensure that all branch staff participates in all required training sessions, whether self-directed study, participation through online meetings, or in-person training at headquarters by due date. Recommends to AVP of Branch Operations approval for all leave requests and all types of participation in outside activities.

E

4%

When necessary, acts as Member Service Representative I or Member Service Representative III to ensure members are taken care of in a timely and efficient manner.

E

4%

Reviews all work sent from Branch to ensure accuracy, completeness, etc. before submission to Main Office. Encourages staff by example to use the skills learned in Integrity Selling for Service Professional (ISSP) Training and other credit union-sponsored skills training programs.

E

4%

Attends regular Branch Manager Meetings and periodically prepares related reports for presentation.

E

4%

Completes, communicates, and updates the status of Connections projects on a timely basis; ensures related monthly Dialogs are held in accordance with Connections practices. Ensures branch metrics are updated in COL software by 10th of each month.

1.

This position will be assessed against the following performance competencies:
Challenging Yourself
Communications
Serving with Purpose
Owning It
Teaming Up
Problem Solving/Time Management
Team Management and Development

2.

This position will be assessed against annual goals.