Branch Manager

Overview

Proactively leads a successful branch by being knowledgeable in all areas and leveraging each day to support member success, team member growth, and achievement of organizational goals. Effectively develops relationships with new and existing members by serving with empathy and utilizing the Harborstone Member Money Map to understand member needs, their relationships with money, and their saving and spending habits. Coaches and leads team members to likewise develop relationships that supports members' financial empowerment by putting member's financial needs in the center of the conversation at every interaction. Teaches members how to effectively utilize the financial tools needed to manage their everyday money management and personal finance needs. Partners and leads the branch utilization of Harborstone's 360 Relationship Portfolio Onboarding program (2:2:2) to ensure every member realizes the most benefits from their membership. Advocates for members' financial empowerment as stated in the Harborstone Commitment Statement to support around everyday spending, building savings, and leveraging credit wisely. Supports the mission of creating thriving communities by referring Harborstone products and services to retail and business members and by coaching and leading team members to do so. Maintains extensive product knowledge to include those provided through all business units and third parties. Possesses the ability to interact in person as well make outbound calls to welcome new members to Harborstone and engage with existing members. Community Branch Managers seek daily to empower all new and existing members through acquisition, activation, and retention efforts and interactions.

Community Branch Managers are also Risk Managers and have an extensive understanding of risk mitigation practices, procedures, and policies used to manage risk against fraud, loss, and physical safety. As highly skilled experts in branch and transaction risk management, they coach and monitor team success in this area and provide ongoing coaching and training as the financial services industry evolves. They do not take short cuts and they ensure their entire team understands the what, the how, and the why on all procedures and regulations.

This position requires Community Branch Managers to communicate effectively, either in person, by phone, or by email with members, peers, and team members. Community Branch Managers coach and develop team members daily using empathy and clear communication with an emphasis on each team member's individual personal and professional growth goals. Community Branch Managers are responsible for creating a positive, engaging environment that fosters best level member and team member experience daily. These activities will include, but are not limited to: team member coaching and skill practice, daily stand up morning team huddles, daily Member Experience observations, daily cool down huddles, weekly one on one touch base discussions with team members, monthly team brainstorm meetings, monthly operational team meetings, and monthly personal and professional development conversations with each team member.

The role will manage an assigned portfolio of deposits, loans, and members for their location and will coach and lead in achievement of branch and personal goals for each team member. Develops in partnership with their District Manager and maintains outbound calling program to activate and retain existing members. Understand how to advocate for the member and the credit union by explaining the why for decisions and working to find the best long term solution for member's concerns.

Maintains focus on the mission and purpose of Harborstone and makes appropriate recommendations and decisions for lending, deposit, and service charge requests that balance the needs of the member with the needs of the membership and promotes a growing financial cooperative. Refers products and services that expressly meet members' goals, financial dreams, and reduce money stresses by considering the long term impact of credit and deposit products to the member.

Strategizes and develops plans with District Manager to positively impact prosperity for members and businesses in the branch's local marketplace. Leads and maintains a schedule of community events that support Harborstone's growth in their community by participating in local Chamber of Commerce events and meetings, facilitating activities for our strategic partnership with Junior Achievement, and actively supports the PEP program by knowing and referring local business owners and active community members. Participates in community events as an ambassador to build recognition and share Harborstone's mission and purpose, knowing your top priority is being intentional with learning what the local business members' biggest priorities and pain points are.

Upholds legal, regulatory and compliance requirements unique to the role, in addition to Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies and procedures. Completes annually required compliance related courses as established by Harborstone Credit Union policies and/or practices.

Completes annually required Product and Process Knowledge competency testing, in addition to job related courses as established by Harborstone Credit Union policies and/or practices.

Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization (Trust, Advocacy, Prosperity, Equity, Empathy, and Simplicity). Consistently advocates for Harborstone's members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential. Effectively leads the efforts required of his/her staff to embody and demonstrate these same attributes.

Compensation:

Minimum $32.56

Maximum $46.51

Applicant with appropriate mix of knowledge, skills and abilities could anticipate $32.56 - $34.88

Responsibilities

• New Member Growth / Existing Member Retention

• Deposit Growth

• Loan Growth

• Member Experience Service Levels

• Risk Management

• Team Member Retention and Voluntary Turnover

Qualifications

• Committed to leading their branch as their business by understanding their market, competition, and membership.

• Passionate about Financial Empowerment.

• Conducts oneself with professionalism and respect for others.

• Advocates for members and the financial cooperative daily.

• Intentionally chooses to approach every interaction with empathy and advocacy, prioritizing members' and team members' needs always.

• Seeks opportunity for learning daily.

• Adapts positively and embraces evolving, changing environments.

• Supports team members by sharing knowledge and contributing to achievement of Harborstone's Member Experience Expectations in all areas of the branch.

• Builds trust by proactively working to do the right things with accuracy.

• Knowledge of basic technology, bookkeeping principles, and personal finance practices.

• Has business and financial acumen required to make appropriate decisions and recommendations that balance the needs of the member with the needs of the membership and promotes a growing financial cooperative.

• Proactive time management to ensure high production and successful results are achieved.

• Effectively tracks activities, results, and outcomes.

• Thorough understanding and knowledge of everyday life events and the related guidance, products, and services that provide proactive, positive, support to the associated financial impacts.

• Seeks opportunity for cross-selling other credit union products and services to deepen member's wallet share as appropriate.

• Keeps up to date on economic market conditions both locally and nationally to best support the financial success of our members.

• Is bondable.

• Deliberately works to develop and cultivate a growth mindset.

• Ability to understand, leverage, and build upon your key strengths to help in the overall success of the cooperative, as part of ongoing personal and professional development for themselves and team members.

Education/Experience/Certification:

• Any equivalent combination of education and experience which provides the applicant with the knowledge, skills and abilities required to perform the job.

• Completion of Harborstone's internal training systems as required. High school diploma.

Responsibilities

• New Member Growth / Existing Member Retention

• Deposit Growth

• Loan Growth

• Member Experience Service Levels

• Risk Management

• Team Member Retention and Voluntary Turnover