Job Description

PRIMARY FUNCTION:

Leads and coaches branch staff to sales and service excellence. Supports strategic initiatives through effective coaching, operating practices, and employee development. Ensures the delivery of high quality service and consultative sales to members. Ultimately responsible for all branch actions, compliance, safety, sales, service, and operational excellence.

JOB DUTIES AND RESPONSIBILITIES:

• Supports VACU’s Strategic Plan and understands how their role contributes to its overall success.
• Responsible for STRIDE process oversight and all disciplinary actions for all branch staff.
• Professionally develops team for career progression including coaching to empower each team member to act in the best interest of VACU, the branch and the member.
• Responsible for revenue contribution through monitoring and coaching to sales performance, service performance, overtime, fee collection, fee waivers and overall branch operations.
• Responsible for ensuring that business goals and individual member service and sales goals are consistently met.
• Provides quality service by following all member service expectations.
• Demonstrates appropriate knowledge of all VACU policies and procedures related to the platform and teller areas, including Security, Information Security, and branch audits.
• Must maintain appropriate knowledge of all VACU products and services.
• Manages the building and retaining of member relationships by performing follow – up and courtesy calls to members.
• Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority.
• Strives to improve overall communications and streamline process with in VACU.
• Demonstrates the ability to provide effective decision making that is in the best interest of VACU, the branch and the member.
• Responsible for budget recommendations and for maintaining expenses in compliance with approved budget.
• Oversees the hiring process for all platform staff and supports the hiring process of the teller staff.
• Requires notary and signature guarantee certification. Must stay informed of all notary and signature guarantee rules and regulations.
• Thorough knowledge of all lending products, processes, and application entry.
• Fosters an atmosphere of teamwork, camaraderie, professionalism and superior service.
• Partners with Business Development to attend and support SEG site visits and new SEG recommendations.
• Expected to act as a mentor and role model for all branch staff.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.
• Must develop and maintain a working knowledge of all applicable federal and state regulations including corporate policies and procedures. Stay up to date on all required loan documents, systems, credit reports and related lending documents.
• Other duties may be required and assigned by the supervisor.

JOB QUALIFICATIONS:

Knowledge:

Must be proficient in teller and branch operations as well as consumer lending.

Skills:

Satisfactory computer skills required.

Abilities:

Sound judgment; flexibility; initiative; effective communication, public relations skills; ability to lead, motivate and coach; attention to detail; collaboration; and a professional appearance and manner.

Minimum Education and Experience:

• College graduate with concentration in business. May substitute work experience.
• Significant experience with a financial institution with an emphasis on branch supervisory/management experience.
• Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

Physical Requirements:

This job requires the ability to sit and stand for long periods of time. This job requires occasionally lifting up to 50 pounds and/or up to 30 pounds frequently.