Branch Operations Supervisor II

Job Description

Job Description

RadiFi Credit Union is seeking a Branch Operations Supervisor II to work under the direction of the VP of Retail Operations & Sales, responsible for supporting the Retail Branch network in meeting team and individual goals. This role will ensure consistent processes, maximum system utilization, adoption of best practices, and consistent service standards. Plays a central role in developing, documenting, and maintaining all retail branch operational procedures. Ensures the branch network has appropriate coverage by working or assigning float positions to the branches as needed.

Must have reliable transportation to allow for coverage at branch locations based on business need. Location and duties may vary daily.

Has supervisory responsibilities over a retail branch. Supervises, coordinates and reviews the work of assigned staff. In conjunction with HR, supervises employee status changes, conducts performance evaluations and salary reviews for assigned staff, and applies company policy. This role has limited supervision and inspection of work. Works with the VP of Retail Operations & Sales to produce financial or strategic results that are expected to have an impact on current organizational results.

Major Duties and Responsibilities:

• Work with HR and retail management to interview, hire and onboard new associates. Complete orientation of new branch support employees in overall branch procedures. Ensure branch support personnel are well trained in all phases of their respective jobs and in compliance with regulatory requirements. Train associates by modeling our sales and service standards designed to establish strong member relationships. Develop employees’ skills in the Credit Union’s preferred way of selling, coach on sales strategies and tactics, professionally handle nonperformance, and conducts effective 1-1 sessions. Appraise performance and provide recommendations for staff compensation, promotion, and termination as appropriate. Direct job assignments, monitor staff performance, and hold branch support staff accountable to performance objectives.
• Maintain appropriate MSR staffing levels at all branches based on transaction volume. Schedule floaters and/or reassign resources as needed. Work with HR to identify the knowledge, skills and abilities needed for the MSR role.
• Create, update, and maintain comprehensive branch procedures and training materials for frontline operations.
• Ensure operational procedures are aligned with policy changes, regulatory requirements, and best practices.
• Collaborate with compliance, risk, and training teams to ensure procedural documentation remains current and effective.
• Achieve monthly/annual goals based on budget. Work outbound calling campaigns to assist assigned staff in meeting sales goals.
• Generates new revenue opportunities for the branch network by providing guidance on potential new products or solutions based on member and consumer feedback. Refers sales opportunities to other departments and/or Credit Union affiliates in support of established corporate objectives.
• Advocates for and advances the digital readiness of branch support staff to increase adoption and utilization of the Credit Union’s digital services among the team and membership.
• Ensure MSR processes are efficient and representative of best practices for our industry. Insure consistency of posting, judgment decisions, day-end balancing and the like.
• Oversee new MSR mentoring program in conjunction with RadiFi's Training Department.
• Maintain up-to-date policies and procedures for all MSR related functions. Insure documentation, job aides and other training resources are available on the intranet.
• Ensure MSR processes and documentation are in full compliance with all Federal regulations including the Bank Secrecy Act.
• Administer quality loop member service survey and internal service survey program. Send out surveys, report on results. Make recommendations for areas of improvement noted.
• Respond to audit findings. Take corrective action when needed to adjust processes or procedures.
• Keep inventory of all MSR equipment, service schedules and the like. Provide recommendations for purchases of new equipment.
• Assist with identifying out-of-balance situations with MSR's. Work closely with Finance to clear out of balance situations promptly.
• Participate in community events to represent the Credit Union (including after-hours and weekend events).
• Perform other job related duties as assigned

Knowledge and Skills

Experience:

Minimum of two (2) years of Teller experience is required. Familiarity with teller staffing, development and operations including hiring, coaching, negotiated items, check hold decisions, fraud detection, teller regulations and balancing is required. Proven leadership experience with a sales & service focus in a bank or credit union is needed.

Education/Certifications/Licenses:

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program/prior work experience. Degree preferred in business, finance, accounting, or a related field.

Interpersonal Skills:

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

• Excellent communication, problem solving, and decision-making skills to effectively resolve member and employee issues.
• Balance team and individual responsibilities.
• Strong supervisory and leadership skills required to manage, motivate, and develop employees.
• Uphold confidentiality and customer privacy in all situations.
• Proactively seeks solutions that benefit the member and the Credit Union while exhibiting sound and accurate judgment.
• The ability to work independently and the ability to work within a team is required.
• Strong technology skills are needed. Ability to use the Internet, Outlook, word processing and spreadsheet software and position specific software as required. Symitar experience is a plus.
• Ability to interact effectively with clients and other internal departments is required.
• Strong attention to detail and the ability to work as part of a team is required.

ADA Requirements

Physical Requirements:

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Working Conditions:

The noise level in the work environment is usually moderate.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.