Assistant Branch Manager

Overview

The Assistant Branch Manager is responsible for providing leadership and support to the Branch Manager in order to ensure that branch operations run smoothly. This function is in charge of overseeing a variety of operational areas, including a focus on achieving goals, member service quality, security, compliance, and risk management. The Assistant Branch Manager is also responsible for training and developing teller and banker personnel to provide the friendliest member service and meet branch objectives.

Responsibilities

• Create Positive Member Experience: Ensures that team members adhere to member experience expectations and provides feedback and coaching to improve member service skills and operational efficiency.

• Team Leadership: Establish a culture of excellence, teamwork, and ongoing development by offering tellers' and platform direction, coaching, and support.

• Operational Management: Under the guidance of the Branch Manager, oversees day-to-day branch operations, including planning, scheduling, and organizing teller and platform activities.

• Process Transactions (if/when needed): Handle cash and a variety of transactions accurately and efficiently, such as deposits, withdrawals, loan payments, and transfers.

• Growth and Development: Stay informed about credit union products, services, and procedures through ongoing training and professional development opportunities.

• Training and Development: Provides ongoing training and development opportunities to teller and platform staff to enhance their knowledge of credit union products, services, and systems. Fosters a positive work environment focused on continuous improvement.

• Risk Management: Implements procedures to mitigate risks related to fraud, loss, and physical safety, and provides ongoing training and support to the team.

• Compliance: Ensures compliance with legal, regulatory, and compliance requirements, including Bank Secrecy Act and Anti-Money Laundering policies.

• Sales Excellence: Lead by example in product growth activities such as recognizing and opening account and membership opportunities, cross-servicing items, and meeting goals.

• Product Knowledge: Maintains expertise in Harborstone products and services, ensuring that members receive tailored recommendations to meet their financial goals.

• Educational Support: Provide consumer and business members with clear and helpful information to improve their knowledge of finances and independence while educating them about credit union products, services, and self-service alternatives.

• Account Maintenance: Accurately and quickly process account changes and maintenance requests while making sure that credit union policies and procedures are followed.

• Documentation and Reporting: Maintain accurate and thorough documentation of member communications, transactions, and service requests while complying with all regulatory requirements and internal policies related to financial transactions and member confidentiality.

• Problem Resolution: Assess and resolve member complaints and concerns in a timely manner, escalating the issue as necessary to ensure a timely resolution.

• Community Engagement: Participate in business development efforts, community outreach programs, and networking events to represent the credit union in the neighborhood.

Qualifications

• Leadership Skills: Experienced with the ability to inspire, motivate, and develop a team to achieve goals and objectives.

• Communication Skills: Excellent verbal communication skills with the ability to effectively interact with members and colleagues.

• Member Service Skills: Demonstrated ability to deliver exceptional member service in a fast-paced environment.

• Proactive Approach: Takes initiative in learning and adapting to changing environments.

• Attention to Detail: Strong accuracy and attention to detail in handling financial transactions and maintaining transaction records.

• Problem-Solving Skills: Strong analytical and solving skills, including the ability to understand member needs and offer appropriate solutions.

• Integrity: Commitment to upholding ethical standards and maintaining member confidentiality.

• Team Collaboration: Collaborative attitude, including the ability to work effectively as part of a team and communicate with teammates from various departments.

• Adaptability: Flexibility to adapt to changing priorities and operational needs.

• Reliability: Dependable and punctual with a strong work ethic.

• Tech Savvy: Proficiency in essential computer skills as well as experience with financial systems and software.

Qualifications:

• Experience: Two or more years handling and resolving complex member needs, questions, and concerns. Assessing and meeting the needs of members. One or more years of demonstrated ability to provide feedback to peers, managers, and partners.

• Education: Graduated with a high school diploma.

Responsibilities · Create Positive Member Experience: Ensures that team members adhere to member experience expectations and provides feedback and coaching to improve member service skills and operational efficiency. · Team Leadership: Establish a culture of excellence, teamwork, and ongoing development by offering tellers' and platform direction, coaching, and support. · Operational Management: Under the guidance of the Branch Manager, oversees day-to-day branch operations, including planning, scheduling, and organizing teller and platform activities. · Process Transactions (if/when needed): Handle cash and a variety of transactions accurately and efficiently, such as deposits, withdrawals, loan payments, and transfers. · Growth and Development: Stay informed about credit union products, services, and procedures through ongoing training and professional development opportunities. · Training and Development: Provides ongoing training and development opportunities to teller and platform staff to enhance their knowledge of credit union products, services, and systems. Fosters a positive work environment focused on continuous improvement. · Risk Management: Implements procedures to mitigate risks related to fraud, loss, and physical safety, and provides ongoing training and support to the team. · Compliance: Ensures compliance with legal, regulatory, and compliance requirements, including Bank Secrecy Act and Anti-Money Laundering policies. · Sales Excellence: Lead by example in product growth activities such as recognizing and opening account and membership opportunities, cross-servicing items, and meeting goals. · Product Knowledge: Maintains expertise in Harborstone products and services, ensuring that members receive tailored recommendations to meet their financial goals. · Educational Support: Provide consumer and business members with clear and helpful information to improve their knowledge of finances and independence while educating them about credit union products, services, and self-service alternatives. · Account Maintenance: Accurately and quickly process account changes and maintenance requests while making sure that credit union policies and procedures are followed. · Documentation and Reporting: Maintain accurate and thorough documentation of member communications, transactions, and service requests while complying with all regulatory requirements and internal policies related to financial transactions and member confidentiality. · Problem Resolution: Assess and resolve member complaints and concerns in a timely manner, escalating the issue as necessary to ensure a timely resolution. · Community Engagement: Participate in business development efforts, community outreach programs, and networking events to represent the credit union in the neighborhood.