Branch Manager II

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade:

161E

Salary Pay Range for This Position:

$113,628.00 - $176,154.00

POSITION SUMMARY:

Utilizing knowledge gained through extensive experience, manages the operations of a full-service branch in a complex environment with a combination of the following attributes: challenging market area, high propensity for fraud, above average transaction volume, above average loan and share deposits, and above average FTE.

Creates a work environment where staff consistently focuses on delivering Signature Experiences. Fosters a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Models desired behavior and promotes optimal member engagement. Motivates staff, reinforces needs driven-selling and referral activity for achievement of branch growth goals. Responsible for educating team members regarding current marketing promotions, Member Genius, engaging new members to become Signature Members within their first 120 days of joining the Credit Union, and engaging existing members to deepen their product and service usage with the Credit Union.

Supports the organization’s strategic objectives by establishing goals that are specific, measureable, attainable and timely. Tracks results and leads staff to achieve assigned goals, and coaches/reviews performance accordingly. Establishes production and referral expectation for consumer loan products, insurance services (WIS and WFS), investment services (WFS), home equity products (Branch Mortgage Loan Originators) and first mortgage products (Real Estate Mortgage Loan Originators). Responsible for proactively resolving escalated member inquiries and problems at the first point of contact.

ESSENTIAL POSITION FUNCTIONS:

Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes. Assumes personal accountability for maintaining high service standards and operational excellence throughout the branch. Promotes advocacy and takes personal responsibility to ensure that member issues are handled expeditiously. Focuses on delivering Signature Experiences and achieving successful results in the Net Promoter Surveys. Creates an environment that supports teamwork and collaboration, within the branch and organization-wide.

Manages branch staff and directs management activities of the Assistant Branch Manager and Operations Supervisor. Establishes performance goals in alignment with organizational objectives, allocates resources, and assesses performance of staff.

Effectively manages and adjusts to swiftly changing priorities, product and service offerings and systems. Ensures staff knowledge is current and applied.

Responsible for selecting, coaching, evaluating and developing branch staff; focuses on career pathing of direct reports; oversees training of staff in member service, products and services, operations, and interpersonal skills. Ensures training objectives are met, including regulatory training, and Wescom University core curriculum is completed by all employees. Ensures that licensed and registered employees actively maintain their licensing/registration and complete all required training curriculum.

Works collaboratively with Real Estate Management for the training of Branch Mortgage Loan Originators. Also works collaboratively with WFS and WIS management regarding MSR III and RMSR expectations and performance.

Develops annual goals for service, growth, and other key areas for assigned branch.  Sets individual goals for staff. Coaches staff to achieve growth through needs-based sales and service skills, matching Credit Union products and services to members’ needs. Models behavior for staff to ensure optimal member engagement, a migration to appropriate delivery channels, and makes referrals for insurance services, investment services and real estate services.

Attracts new members and manages member and account retention with an emphasis on engagement. Ensures staff efforts are focused on achieving goals and aligned with Wescom’s strategic objectives. Administers the branch budget and ensures expense control in all areas including salaries and overtime. 

Requir