GENERAL SUMMARY
Takes initiative and provides leadership and direction of the day-to-day activities of the Credit Union’s Branch to ensure efficient and effective member service. Responsible for significant contributions to the formulation, development, recommendation, implementation and administration of the Credit Union’s policies and business goals. Ensures all activities are in compliance with State and Federal regulations and the Credit Union’s policies and procedures. Performs all duties required of Member Services and Lending as needed. Manages all employees in the Branch, including Member Services and Lending. Responds to questions and/or provides information upon request from members (internal and external). Processes requests/transactions, as appropriate. Assists members and potential members in understanding and utilizing the Credit Union’s products and services.
This is a 100% onsite position.
HB-1 Visa holders are encouraged to apply!
MAJOR DUTIES & RESPONSIBILITIES
1. Ability to observe the Branch environment and develop and implement new systems/processes to improve processes and analyze outcomes as needed. Observe and identify improvements needed within the branch.
2. Supervises, directs, controls, and assists the activities of the Branch staff. Ensures a trained, motivated, and professional staff capable of providing efficient and effective services to TEFCU’s members. Interviews, schedules, trains, and assigns work; establishes performance expectations and monitors results. Recommends the discipline and/or discharge of subordinates, while maintaining required personnel documentation. Counsels staff as necessary.
3. Conducts regular coaching sessions with staff. Regularly listens to staff interaction with members to provide feedback for improvement.
4. Streamlines current processes to increase efficiency, productivity, and minimize potential risk amongst branch staff.
5. Develops and prepares a variety of special programs, project, and training as directed by the credit union’s Strategic Plan.
6. In conjunction with the President/CEO and other Management team members, develops new products and services. Participates as a member of the Management team with regard to making recommendations for new/revised policies, products, services, dividend/interest rate adjustments, fees, pricing, etc. Prepares a variety of on-going and special reports on a daily, weekly, quarterly, etc. basis. Collects & compiles information as required for new programs & products.
7. Supervises, directs, controls, and assists the activities of all branches. Ensures a trained, motivated, and professional staff capable of providing efficient and effective services to the Credit Union’s members.
8. Review feedback from members and implement strategies for improvement.
9. Reviews all branch documents and disclosures to ensure material is updated in accordance with State and Federal laws, as well as NCUA Rules and Regulations. Consults with the Compliance Manager and President/CEO on any necessary changes.
10. Opens, reviews, updates, and ensures timely resolution of Symitar cases through J.H. Portal.
11. Assists in response to information requests for subpoenas, search warrants, and member complaints.
12. Keeps informed of market conditions and competitive interest rates to implement/recommend changes. Maintains current knowledge of consumer products and services and makes recommendations/implements changes, as approved.
13. Responsible for ensuring accurate dividend rate disclosures in brochures, newsletters, website, etc.
14. Prepares/compiles necessary documents/reports for the annual NCUA examination, external audits, and Supervisory Committee.
15. Prepares necessary documents for the quarterly completion of the NCUA call report.
16. Submits weekly Branch report.
17. Creates quarterly promotions for monthly newsletter.
18. Assigns daily quality control reports to designated staff and ensures proper corrections are made.
19. Acts as liaison between Credit Union and outside third-party vendors in providing the necessary documents or information and addressing all outstanding issues or concerns.
20. Provides annual strategic planning goals.
21. Works in conjunction with other departments for the efficient operation of TEFCU.
22. Utilizing tact and experienced based knowledge, researches and resolves member (internal and external) problems/questions explaining specific policies and procedures while representing the Credit Union in a professional manner and maintaining positive member relations.
23. Grow and retain TEFCU membership with business development including, but not limited to site visits or phone calls.
24. Handle member disputes, concerns, and complaints.
25. Acts within the policies and procedures of the Credit Union. Performs job duties and responsibilities in a manner which protects the integrity and reputation of the Credit Union.
26. Performs other related duties as assigned by the President/CEO, Chief Administrative Officer, and Controller.
Member Services
1. Ensures that the branch is open and ready to conduct business each day.
- a) Responsible for general maintenance, security, and safety of the branch
- b) Orders and verifies currency shipments for the branch
- c) Ensures that the branch balances all transactions at the close of each business day. May assist staff to resolve adjustments. Authorizes adjustments.
- d) Ensures all equipment is in proper working order.
- e) Promotes credit union products and services.
2. Capable and able to perform all duties of a Member Services Representative when needed:
- a) Opens all new accounts offered by the Credit Union (e.g., share, share draft, share certificates, etc.). Assists members with the processing of transactions such as stop payments, check re-orders, payroll and direct deposit.
- b) Processes all transactions for members, including deposits, withdrawals, account closings, loan payments, cash advances and transfers. Disburses cashier checks. Balances each day's transactions and verifies cash totals. Receives checks and for deposit in savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability, and receipts transactions via on-line teller terminal. Inspects all checks, drafts, savings withdrawals, and so forth to determine their negotiability.
- c) Gives prompt, efficient and accurate service in the processing of all transactions such as opening of new checking/savings accounts, direct deposits, ATM cards, Share Certificates /IRA/Money Markets. May place stop payment on checks; provide copies of cancelled checks, etc.
- d) Assists members with payroll and direct deposit questions and the Credit Union account payroll setup. Processes name and address changes. Processes check orders and stop payment requests.
3. Trains new hires and current team members. Establishes performance expectations and monitors results. Coaches and counsels staff, as necessary.
4. Regularly conducts branch meetings and staff huddles to disseminate information.
5. Performs other related duties as assigned.
Lending
1. Works with the Lending department to originate loans to generate revenue and meet the growth goals established by the credit union.
2. Provide guidance to the Lending department.
3. Capable and able to perform all duties of a Loan Processor when needed:
- a) Interviews loan applicants (by telephone, online, etc.), gathering the required information for a loan credit application, and explaining loan options, rates, terms, and collateral requirements. Advises members on the best option and cross-sells services in a professional manner. Inputs loan referrals into automated lending system using ACS.
- b) Ensures that all loan documentation is complete before processing the loan request. Informs and explains loan decisions to members.
- c) Assists members with loan questions and servicing with date changes, researching of issues with reinstatement fee inquires, loan direct deposit and missed payments.
- d) Verifies that all loan documentation is signed and scanned, if the loan is processed manually.
- e) Provides payoff quotes as needed along with title information.
- f) Sets up and processes Visa applications using DocuSign.
- g) Provides and assists members with service on new and existing Visa credit cards.
EDUCATION & EXPERIENCE
- BA/BS in Business, and/or related degree. Minimum 8 to 10 years Credit Union/banking experience, including at least five (5) years in a supervisory capacity.
- Additional years of related financial institution management experience may be substituted for a degree.
- Excellent verbal, written, telephone and interpersonal communication skills.
- Must possess a strong service orientation. Excellent organizational, analytical and problem-solving skills.
- Must possess great attention to detail and research oriented.
- Ability to manage multiple projects/priorities.
- PC proficient including Microsoft Office (Word, Excel, and Outlook) and the Internet.
- Ability to function in a financial institution Branch and fast paced environment, be bondable, and utilize standard office equipment including but not limited to: fax, copier, telephone, etc.
- Some travel between locations is required.
- Ability to lift minimum 25 lbs.
Work Schedule:
This is a full-time, exempt position. Hours worked will typically be Monday through Friday, 8:00 am - 6:00 pm, with extended hours as needed. Our Branch is open for a partial day on Saturdays, and all applicants must be available to work two (2) Saturdays per month. The Saturday schedule will be provided with ample notice so that you are able to plan accordingly.
Job Type: Full-time
Pay: $75,000.00 - $95,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Overtime
- Weekends as needed
Application Question(s):
- Are you willing to work long hours?
Experience:
- Management/Supervisory: 5 years (Required)
- Banking/Credit Union: 7 years (Required)
Ability to Relocate:
- Washington, DC: Relocate before starting work (Required)
Work Location: In person
