Branch Manager - Draper Branch

American United Federal Credit Union
Job Description
American United is committed to reinvesting into the community every day with each employee dedicated to serve every member. As we strive to “Be the Difference that Makes a Difference in our Members’ Lives”, we also pride ourselves in advocating for our employees to make sure they have the most competitive compensation, incentive program, health benefits package, career advancement, tuition reimbursement program, paid time off, and 401k match program in the industry and community. New full-time employees enjoy 3 weeks of paid time off per year, fully vested 401k match program, and many positions have unlimited earning potential. American United is a quickly growing credit union because of our vision to invest into our members and employees.  Join us and see why we’re different!
 
Summary/Objective Keeping our mission of Serving the Community, Serving our Members, and Serving our Employees in mind, the Branch Manager provides direct leadership in that Service Culture, as well as oversight for the Operations of a given branch. This position is responsible for team development and coaching that results in knowledgeable employees and for proactive communication to our members and community.  The Branch Manager will consistently meet branch goals by focusing on the deepening of member relationships and providing exceptional member service.  Member Service and Sales are used interchangeably at American United to encompass the Member Experience, Member Outreach, and Community Outreach, all of which the Branch Manager will provide direct coaching, leadership, and support for.  American United’s Branch Managers may be called up to cover all positions/aspects of a branch, as needed.  They may also be called upon to assist in coverage for other branches or departments.
 
Principal Accountabilities • Member Experience (Sales and Service) • Partnerships/Community Involvement • Team Development and Leadership • Develop and Maintain Referral Streams
  
Member Experience • Provide coaching to team members on creating member experiences that build member loyalty and that meets branch and credit union goals. • Monitor and consistently meet established Branch Goals. • Ensure that service is delivered according to established standards. Review all internal and external member feedback received and identifies issues for follow-up. • Demonstrate a strong commitment to deepening member relationships at every touchpoint. • Proactively manage member feedback, maintain member service standards, identify, and manage opportunities to enhance member service experience and provide recommendations for changes/enhancements in service delivery. • Solve complex or high-level member relationship issues. • Perform all Consumer and Small Business account opening and maintenance duties. • Perform all Consumer and HELOC lending duties. • Process all member transactions, deposits, withdrawals, etc. as needed. • Perform Notary services. Partnerships/Community Involvement • Collaborate with Sales/Marketing to identify and promote opportunities to fulfill strategic objectives and provide branch operations expertise. • Develop and manage partner relationships with Investment Services and Real Estate for referral opportunities. • Participate in community development and community relations campaigns to increase awareness of American United in the marketplace. • Represent American United by attending chamber and other community meetings alongside Business Development Officer(s). • Stay informed on community events. Team Development and Leadership • Manage the performance, training requirements, and professional development of employees, including planning, needs assessments, design and development and evaluation of leadership skills.  • Identify and address employee relations issues in a proactive manner and work with employees to resolve the issue or escalate the concerns to the Branch Administrator. • Provide effective leadership, mentoring, and coaching to team members to assist them in reaching their career goals, increase their competency and promote team depth and unity.   • Complete team observations and provide coaching on sales and service opportunities. • Actively cultivate and maintain constructive relationships with back office staff. • Communicate branch direction and enable team members to perform at the highest standards. • Supervise the branch/staff to include delegation of work assignments, coaching and feedback, rewards and recognition, and effective communication to include timely resolution of more complex branch issues, conflicts and/or concerns.
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