Assistant Branch Manager Floater

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement

GENERAL SUMMARY

Managing, directing, and administering the operations and business development efforts of a single-person Credit Union branch office that offers a full range of services to current and potential members. Floats and support members through other functions within Retail Delivery and the Credit Union, including Call Center.

POSITION DUTIES & FUNCTIONS

• Performs deposit, lending, and member service functions in accordance with policies, principles, and procedures established by the Credit Union. Assists manager to ensure the branch is in compliance with federal and state laws and regulations set forth by the NCUA and other regulatory agencies.
• Generates new business for the Credit Union, including through participation in business development events.
• Balances cash, suspense general ledger, and daily sheet each day; signs checks and reconciles and replenishes petty cash as necessary; may conduct branch and teller audits.
• Reviews and funds loans within standard underwriting guidelines, utilizing an automated loan processing system.
• Identifies and addresses operational problems for solutions or modifications to operations.  Resolves account problems promptly and provides accurate information to members.

Call Center Representative Responsibilities

Core Call Center Functions

• Assesses caller needs and provides information to members and potential members on Credit Union membership, products and services, and other pertinent information.
• Handles complex member requests and works in multiple workgroups, including Lending, ATM/Debit Card, Online/Mobile Banking, Foreign Currency, Wires, and Outbound Service Calls.
• Processes all financial and account maintenance transactions performed by the Call Center such as fee reversals, transfers, check disbursements, loan payments, address and contact updates, check orders, stop payments, overdraft protection updates, and automatic payment solutions. Proficient in sending information and form requests via secure electronic methods.
• Proactively engages member interest in Credit Union products and services. Demonstrates a strong working knowledge and creates the opportunity to make referrals or open additional accounts.
• Ability to educate members regarding how to reach financial goals, complex procedures, and self-serve options.
• Trouble-shoots and resolves member issues within assigned authority, using resources available to ensure service level agreements are met. Escalates concerns when necessary to appropriate individuals in a timely manner, serving as the member advocate.
• Identifies trends and system issues impacting members and reports to appropriate lines of business and management.
• Adheres to security and confidentiality protocols, operational procedures, and best practice guidelines.
• Documents member interactions accurately and clearly in our Customer Relationship Management system.

Other Call Center Functions

• Completes required security and regulatory online training modules.
• Stays current with email, knowledgebase, and Intranet content.
• Trains other agents and assists with answering questions on Zoom.
• Performs other duties as assigned by Call Center manager.

Other duties as assigned

POSITION REQUIREMENTS

EXPERIENCE and EDUCATION

• 2 to 4 years’ related industry experience required.
• High school diploma, GED, or equivalent.
• Equivalent combination of education and experience may substitute for stated qualifications.

KNOWLEDGE and SKILLS

• Ability to write and speak effectively in English using correct spelling and grammar.
• Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
• Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel. Moder