Branch Service Manager jobs in South Bend, IN

PRIMARY FUNCTION:

This position proactively discovers and meets the financial needs of members through consultative sales. This position services member accounts (both depository and lending) as well as opening depository accounts, loan origination, and providing education for our members about credit union products and services. This position ensures that members receive excellent service at all times, following the credit union’s member service model.  Due to the high trust involved with dealing with members’ financial security; work is performed accurately and in a manner consistent with the credit union’s mission. This position actively contributes to the achievement of the branch sales and service goals. This position must effectively carry out the essential duties in a manner that consistently demonstrates the core values of Notre Dame FCU in a positive manner.

This position will be the second in command in the branch and will be the acting manager when the Branch Manager is out of the office.  Those with this position will be involved in the Management Training Program and will have regular training and coaching sessions with the Chief Retail Officer to further develop their career path and management abilities.  This position will aid in leading coaching sessions at the branch level, will assist with scheduling the branch and will have check approval and override authority. Other duties may be assigned to this position as warranted.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Actively works with the Branch Manager and Market President to ensure that the credit union’s organizational goals are met.
• Aids in ensuring that all branch partners meet the credit union’s Member Service and Sales Expectations.
• Performs or oversees certain operational functions such as accepting of deposits, performing withdrawals, transfers, cashing of checks, receiving of loan payments, processing of credit card cash advances and other loan advances, selling of traveler checks and verification and/or processing of all mail and night drop deposits and loan payments.
• Actively coaches and refers all credit union products and services to members.
• Aids the Branch Manager in ensuring that all branch partners are proactively engaging our members and referring credit union products and services to pre-set goals and expectations.
• Assists in coaching all branch partners, regarding operational and sales skills, and assists all branch partners in developing and implementing action plans.
• Leads by example and resolves issues promptly according to the Credit Union’s core values, policies and procedures.
• Assists in training all branch partners in practices and procedures, including but not limited to sales, member service, holdup and robbery, regulatory compliance (i.e., Regulation CC, Bank Secrecy Act, etc.) and credit union philosophy.
• Additional responsibilities of this position include the following:

TELLER RESPONSIBILITIES:

In accordance with the Teller Operations Manual, Teller policies and procedures, the Assistant Branch Manager will perform the non-exhaustive list of duties:

• Accept deposits, perform withdrawals and transfers, cash checks and make loan payments.
• Sell Travelers checks, cashier’s checks, gift card and other products sold at the teller line.
• Perform Visa and MasterCard cash advances as well as Equity loan advances.
• Assist in opening, verifying and posting mail, ATM, and night drop deposits and/or payments.
• Accept current and prior year IRA deposits.
• Follow credit union policy when placing check holds and completing Currency Transaction Reports.
• Responsible for the daily balancing of cash drawer, daily checks, and traveler checks.
• Approve checks that are within your check authority limits.
• Cash bonds and update member records accordingly, including but not limited to the tax files records.
• Verifies branch cash shipments and ATM cash deposits.
• Redemption and Foreign Currency orders.
• Facilitation of Foreign Check creation.
• Assisting in the security of the branch vault and safe deposit box operations.
• Operate and aid in balancing the coin machine.  Assist members in running coin as needed.
• Operate the cash counter as needed when aiding in branch balancing and auditing.

OPERATIONAL COMPLIANCE/AUDIT:

• While performing member service duties and responsibilities, all should be maintained with a minimal level of operational errors.
• Responsible for aiding the branch in security and fraud prevention by means of greeting all members as they enter the building, being aware of surroundings throughout the business day, acknowledging and understanding fraudulent checks, documents and situations as they arise and protecting the members and the credit union on a daily basis.
• Adhere to record retention requirements of Notre Dame Federal Credit Union.
• Correctly and properly complete all member documentation.
• Adhere to all BSA onboarding CIP procedures.
• Abide by and follow Regulation B, Regulation CC and Regulation E.  Continue to regularly educate members on Regulation D. 

MEMBER SERVICE/LENDING:

• Assist members in a consultative sales mentality.  All MSRs are expected to serve as an expert financial consultant that will be able to readily recommend and assist members with financial literacy via offering products and solutions offered by Notre Dame Federal Credit Union.
• Responsible for having a vast understanding of all products and services offered at the credit union via ongoing training.
• Aid in handling the majority of member issues/concerns/complaints.  Deescalate any outstanding issues members may have while in the branch or while calling into the branch.
• MSRs will be responsible for readily greeting, assisting and aiding all members that come into the branch location with any needs they may have.  In addition to this, the MSR should look for opportunities with every interaction to further the relationship with the member     
• Actively profiles new and current members and cross-sells appropriate products and services to meet member’s needs.
• Responsible for protecting member’s lending needs with ancillary protection based upon the goals set forth.
• Track all production and member related issues via sales trackers and production trackers.
• Order checks for members as requested.
• Offer notary services where available.
• Actively manage the sales pipeline and review all items in the loan queue on a daily basis.
• Responds to member inquiries regarding the operation of depository and loan accounts, access to services, adding or reducing service features on various accounts, and assisting members to make the most effective use of service offerings.
• Processes a variety of transactions for members including processing loan applications and documents, closing loans, answering questions, and researching the best option for member.  Have an understanding of all lending products and services.  Maintain a positive relationship with the Underwriters and Loan Operations Team to service all members’ lending needs.
• Work directly with Accounting to prepare surety bonds.
• Responsible for understanding and maintaining/closing Decedent Accounts.
• Actively seeks and makes lending, investment/PMG, insurance, college savings/loans, business, and mortgage referrals.
• Create, maintain and close certificates for members as needed and recommended by the partner.
• Proactively obtains new memberships by servicing walk-in members, conducting outbound calls and scheduling pre-set appointments for lead-generating purposes.
• Opens new memberships and services existing memberships and accounts.
• Aid members with the completion of fraud disputes, transaction disagreements and research requests.
• Attend and take online courses as needed and assigned to continually increase knowledge and capabilities within the position.
• Assist members in balancing check books, reconciling account history and personal financials.
• Positively promote the organization both internally and externally with all member and/or potential member interactions.
• Process Debit Card orders, transaction research, travel notifications, log maintenance, disputes, velocity changes and operations of core debit card system Vantiv.
• Perform stop pays as requested by the member.
• Complete Wire Transfer documentation and aid Electronic Services in completing the transfer as requested.
• Set up and create Automated Funds Transfers (AFT) for depository accounts and loan products.
• Maintain a basic and functional understanding all IRA regulations.  Open, maintain and establish IRA Accounts.  Perform IRA Contributions and Distributions as outlined in the IRA guidelines set forth by Notre Dame FCU.  Complete all appropriate documentation without error regarding IRA transactions and accounts.  Aid in establishing beneficiaries and contingent beneficiaries as requested.
• Maintain a basic understanding of the following business account types- these include but are not limited to: Sole Proprietors, Corporations, LLCs, Non Profits, Trusts and Estates. Know various products offered at Notre Dame FCU that aid these business types.  Open, maintain and close accounts as requested and needed. 
• Aid members in opening minor accounts and continuing to grow the relationship with the minor as they age.
• Meets established sales, balancing and member service goals.
• Upholds activities to successfully onboard new members and ensures timely strategic follow-up and communication.
• Operates computer to accurately post transactions, open, close and service accounts, process loan requests, access account information, and update member account information.
• Knowledgeable of branch opening and closing procedures and able to perform these duties as necessary in a safe and secure fashion.
• Assists with monthly branch audit checklist and other reports and audits as needed.
• Promotes a favorable image of, and goodwill for, the credit union in the community.

SUPERVISORY RESPONSIBILITIES:

This individual aids in supervising the branch partners and will be second in command in the branch.  The Assistant Branch Manager will also serve as the acting manager when the Branch Manager is out of the office.  Furthermore, the Assistant Branch Manager will carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities and training opportunities may include interviewing, hiring, and training partners; planning, assigning, and directing work; appraising performance; rewarding and disciplining partners; addressing complaints and resolving problems. This position will aid in measuring activities with platform and teller partners in regards to job performance.

PERFORMANCE STANDARDS:

To perform this job satisfactorily the individual must maximize productivity of the workgroup and also maintain an efficient and effective operating department of well-trained and smoothly performing partners, working interdependently as a team.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and must assist other partners in doing the same.  The Assistant Branch Manager must fully understand credit union products and services and be able to assist members in using these products and services. The Assistant Branch Manager must possess a cooperative and positive attitude toward members and credit union staff and must consistently uphold the credit union’s member service expectations.