Manager In Training - North East Region

Function Description: Responsible for leading all aspects of customer relationships delivered through the branch.  This encompasses retail, small business relationships, and community business development.  Responsible for branch profitability and branch operations.  Supervises all branch positions, including hiring, performance management, reviews and salary recommendations.  Ensures compliance with operational procedures, and is responsible for audit scores.  Supports branch sales and service goals by training, coaching and developing branch staff.  Provide on the spot coaching to employees relevant to member service, referrals, sales and operational integrity.  Resolves escalated issues keeping Mentor Branch Manager informed. Assumes managerial duties in the absence of the Mentor Branch Manager or Branch Management at assigned branch.  

Reports to: Regional Director

Supervisory or Managerial Responsibility: Indirectly, all branch positions during training and observation; directly or indirectly (depending upon business need).

Contacts: Credit Union members, merchants, vendors, other financial institutions, miscellaneous Bellco departments and employees.

Minimum Qualifications

Education:

College degree or equivalent work experience is required

Work Experience:

• Prefer 2+ years teller / operations experience
• One year sales and customer service preferably in financial services
• Supervisory/lead/coaching experience preferred

Special Training, Certification or Licensure

None

Work Environment and Conditions:

• Office environment. 
• Mobility throughout department.
• Travel between branches
• In order to meet the financial service needs of our members, position may necessitate changes in hours or location. 
• Bellco requires all employees who drive their personal or a company vehicle in the routine performance of their jobs to have a valid Driver’s License. They must also provide proof of valid insurance.

Essential Responsibilities:

• Demonstrates Bellco’s Act Nice Behaviors and Core Values in all interactions with members, prospective members, and personnel in other Bellco departments

• Responsible for overall branch financial results, operations effectiveness, productivity, and cost effectiveness.  Track and report sales and operational productivity.  Ensures goals are met for other business groups/partners that work with the branch (investments, etc.)
• Responsible for the data-gathering, research, development and accomplishment of an annual branch marketing, business development, sales and service plan. Assists in defining and developing strategy needed to set or meet organizational goals.
• Successfully develops and follows an annual operating plan and budget leading to expense control, select purchasing and efficient property management.

• Understand and communicate various types of loan and deposit products. Communicates key mortgage product features including LTV, discount points and rate bumps, escrows, mortgage insurance, etc.

• Manages the branch to achieve sales and growth goals, conducts weekly sales sessions, performs periodic sales audits, coaches and develops sales staff.
• Personally manages the largest, most profitable relationships at the branch, as identified by profitability analysis.
• Evaluates, develops, motivates and trains branch personnel, coaches staff in sales and service activities.  Create a positive sales and service environment by training, coaching and developing branch staff.  Ensures branch staff has strong product and process knowledge. 
• Accurately enter and complete transactions including loan applications in Bellco systems.
• Manages losses and other risk issues and ensures financial losses are within acceptable guidelines.
• Manage operations of the branch, including responsibility for audit scores.  Ensure compliance with Operational Procedure Manuals.  Ensure monthly branch audits are completed accurately and in a timely manner.  Produce daily, weekly & monthly audit reports.  Ensures branch effectiveness and adherence to all branch operations, procedures, and compliance. 
• Maintains thorough knowledge of lending process, Security and Fraud procedures, and functions of all automated equipment.  Serves as a branch-wide source of knowledge on credit union operating procedures in order to provide necessary support to branch staff.
• Conducts ongoing analysis of branch activities, workflow and operations with a specific strategy devised towards meeting corporate goals.

• Act as backup and provide support to Mentor Branch Manager or branch management across entire branch network.

• Performs other related duties as assigned by management.

Skills:

Loan experience preferred.

Strong interpersonal, sales, and relationship management skills, Strong written, verbal and communication skills, Ability to provide leadership and handle multiple priorities under time constraints, Working knowledge of Microsoft Office desktop applications, Strong operational skills, Strong service skills, Coaching and training abilities with willingness to sell products and services and to coach others to do so, Ability to work independently without supervision, Can accurately and efficiently enter data and update member financial records via computer terminal, Ability to accurately maintain a teller drawer.

Core Responsibilities:

• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Comply with all organizational policies, the Employee Handbook, Code of Conduct, and required annual training.
• Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the organization.
• Adheres to safe working practices and always follows all organizational safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.
• Ensure strict confidentiality of all records and PII.

Core Values:

BE ETHICAL AND DEMONSTRATE INTEGRITY: Treat others with respect, dignity and” tough love.” It’s about character and influence, not about a title. Be honest and direct. Challenge ourselves and each other to reach our full potential.

BE ACCOUNTABLE: Lead by example. You are the reflection of how you show up. Set realistic expectations. Make good business decisions. Meet commitments. Learn from mistakes.

EMBRACE CHANGE: Develop the individual, improve the team, grow the institution. Encourage and reward creative solutions. Ask impactful organizational questions. Identify the problem to be solved and the desired outcome. Engage others. Believe in what’s possible.

APPRECIATE THE MEMBER: Achieve and retain trusted, valued relationships with members. Listen and identify needs. Prioritize the member experience. Maintain a high level of member satisfaction. Serve the member with pride.

ACHIEVE SUCCESS TOGETHER: Strive for Flawless Execution. Not for the sake of numbers, but for a sense of pride in a job well done. Success favors the prepared. Consistently plan, coach and grow to master our roles. Celebrate our success.

Act Nice Behaviors:

Accept mutual accountability when things go wrong

Acknowledge others’ efforts and thank them

Avoid jumping to conclusions

Be honest, direct, and civil with no hidden agendas

Communicate with others face to face whenever possible

Empathize with others by putting yourself in their shoes

Establish and build relationships into trusted partnerships

Forget the past and avoid holding grudges

Hear individuals out by actively listening to them

Protect and build up each other’s self-esteem

Recognize and reinforce others’ positive actions

Respect each other’s priorities and personal space