Floating Retail Manager

Credit Union West has been named a 'Top Company to Work for in Arizona' for the 11th year in a row (2013-2023)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

• Full-time employees receive 100% paid health, dental & vision insurance

• Earn incentives up to 15%, depending on position

• 401K plan with employer matching funds up to 5%

• Profit Sharing

• Tuition reimbursement

• Gym membership reimbursement

• Paid time off for holidays, vacation, and sick days

• Diverse and inclusive workplace

• Credit Union West membership and discounts

Be part of our award-winning team!

This position will float to 12 Branches, in Maricopa and Yavapai County. Travelling is required.

Position Summary

Enhances the quality of life for our members/team members by meeting or exceeding their services expectations either personally or through effective supervision and coaching of employees to ensure locations of assignment meet the required service standards.

The Floating Manager provides coverage and effective leadership to support continuous operations of branches, the Member Contact Center and Operations Support. Ensures effective supervision and coaching of Floating Retail Specialists. The individual will assist in managing various key roles ensuring excellence in member service, sales production and operational soundness. The Floating Manager actively completes quality control reviews of all areas of compliance at assigned locations. As a member of the leadership team, this person looks for opportunities to recognize team members and contributes to the "Great Place to Work" culture.

Essential Functions & Additional Responsibilities

35%

• Sales and Service

• Works at various locations as needed to ensure continuation of employee support, development, and leadership. Ensure target sales and production results are achieved. Reviews and audits new accounts, loans, and title work. Provide feedback and coaching on application development, accuracy, follow up, and sales opportunities. Process loan applications, fund loans and open new membership accounts as needed.

25% - Operations Management- Operational duties may include but are not limited to: Preparation of professional written employee documentation, deescalate member concerns and provide management resolution, demonstrate a commitment to security by following established security protocols, provide teller operations support including cash ordering, transaction approvals, outgoing wire reviews and Currency Transaction Reports, appraisal delivery, scheduling, timecard validation, training, completion of designated reports, attending and contributing to meetings and projects.

20% - Leadership

• Consistently demonstrates and coaches' behaviors that reflect the mission, core values and service standards of the Credit Union. Provides meaningful coaching and support to team members.

15% - Department Support

• Supports the Member Contact Center, Operations Support, and on projects as needed. Able to provide management coverage for the Member Contact Center overseeing representative adherence to call handling and availability. Performs objective evaluations and measures quality standards including call monitoring and metric analysis. Assists with handling branch support calls and the creation or revisions to procedures. Thoroughly understands policies and procedures and provides direction and expertise on specialty accounts such as Business, Trust, Estates and Conservatorships.

5% - Performs other duties as assigned.

Education:

Equivalent to a two-year college degree or completion of a specialized course of study at an accredited educational facility preferred.

Experience:

5-8 years of leadership experience in a financial institution or similar industry; or an equivalent combination of education and experience.

Skills & Competencies

• Use of personal internet-enabled Smartphone for Branch operating applications

• Notary Commission, Signature Guarantee, and NMLS certification.

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.

• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.

• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.

• Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.

• Strong mentoring, coaching experience to a team with diverse levels of expertise.

• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization's Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.