The Assistant Branch Manager will provide leadership and guidance to the Member Experience Representative, Sr. Member Experience Representative and Member Service Representatives through identification of opportunities, coordination of activities, and the achievement of objectives through use of the Advice Based model. The Assistant Branch Manager will ensure a team approach to advice and member service, share and translate organizational goals into measurable actions, and provide appropriate mentoring/coaching on the advice based process.
The Assistant Branch Manager will assist with branch operations, scheduling and training branch staff; meeting growth targets; implementing marketing plans for product and service promotion. Will encourage a needs based sales approach within a culture of service excellence, consistent with our corporate vision, mission and strategic plan.
The Assistant Branch Manager is responsible for growth of the branch portfolio attained through increasing business with current members, referrals and proactive business development activities. Responsibilities include providing quality member service and providing value added advice to members and planning activities to ensure accomplishment of annual goals. Ensure close contact with Branch Manager to maintain branch functionality.
Duties and Responsibilities:
- Responsible for the supervision of front line employees (MER, Sr. MSR, MSR’s) by providing coaching, training, assistance and direction to the employee as required; responsible for performance management process and conducting performance appraisals
- As a manager, promotes sales & service excellence, motivation and enthusiasm, product knowledge and professionalism; adheres to performance standards
- Using the Advice Based model approach proactively market the organization’s products and services by promoting, upselling and cross selling the full range of lending and investment vehicles with emphasis on retail loans, mortgages, credit card products, lines of credit, registered and non-registered deposit and investment vehicles and sundry services
- Meet set objectives for investment and lending growth targets
- Working closely with the Branch Manager provide day-to-day branch operation leadership. Monitor the performance of the branch and report both successes and challenges to Branch Manager
- Ensure all lending follows policy and maintains second highest lending authority in the branches. Ensure overall compliance of all administration. Help to ensure staff follow risk management, security and cash management activities
- Under direction from the Branch Manager, assist with management of the facilities and functioning of the branches during the Branch Manager’s absence
- In concert with the Branch Manager, assist with the execution of the branch marketing program to attain loan, deposit, sundry products and member growth within set objectives
- Refer members to Commercial & Agricultural Account Manager and Wealth Management Advisor as opportunities are identified
- Represent the Credit Union in the community by participating in local business activities and community functions
- Maintain a high level of education with respect to Credit Union products, services and marketing programs/strategies
- Enter all information into “ACE” (sales, referrals, member interactions, information) that provides information to enhance the Credit Union’s opportunity to better serve the membership
- Review and audit credit files on a regular basis; prepare and submits branch reports
- Interpret the branch operating procedures, lending policies and security requirements and ensure that guidelines are adhered to
- Ensure daily monitoring of the Delinquency Report. Follow up on delinquent accounts up to 30 days, contact members as required and maintain records of action taken in ACE
- Handle member complaints in a courteous, professional manner
- May be licensed Mutual Fund representative depending on needs of location
- Perform other duties as assigned
Qualifications:
- Post-Secondary Degree/Diploma or work equivalency
- 8+ years working in financial services (including credit management)
- CFP or PFP or working towards
- Demonstrated leadership ability (solid training & coaching experience an asset)
- Displays exceptional interpersonal skills by demonstrating approachability, trustworthiness, flexibility and a strong work and service ethic
- Proven relationship management and sales effectiveness skills, able to identify member needs and match appropriate solutions
- Understanding of markets and trends in the industry
- Demonstrates results orientation in both sales and service
- Uses technology to enhance productivity
- Committed to continuous personal improvement
