Virtual Branch Manager

APGFCU - Your Community Credit Union! For over 80 years, APGFCU has shared our financial experience and provided valuable products and services to build stability and financial independence, one member at a time. We are looking for those who want to join this movement and become a part of a growing organization. We offer competitive pay and great benefits.

Summary: Under the direction of the area manager, this position is responsible for leading, developing, and managing day-to-day virtual teller operations via Interactive Teller Machines (ITMs) located at multiple branch locations. This includes directly supervising and coordinating daily workflow and queue management, to include virtual teller supervisor and virtual tellers of a full-service virtual branch whose focus is training, employee development, service and sales management, membership growth and lending. This position is responsible for general supervision of daily activities and the implementation and adherence to virtual branch policies, procedures and federal regulations.

Operations and Risk Management

• Manage operational, physical, human capital, reputational and business risk.
• Exercise leadership, authority and sound decision making to mitigate risk protect member assets and ensure the security of personnel, members and their financial transactions.
• Implement and ensure compliance with regulatory guidelines, adherence to established policies and procedures and federal regulations.
• Lead accurate completion of daily virtual branch settlement and maintenance of virtual branch records, reports and statistics.
• Define and delegate authority, as appropriate to maintain efficiency of operations.
• Evaluate quality of work produced and ensure timely error resolution, promoting risk mitigation and member satisfaction.
• Professionally and courteously service members at ITMs (Interactive Teller Machine) as needed while acting as a role model to virtual branch staff; providing step-by-step guidance during member interaction, focusing on educating members how the technology works to increase comfortability and competency utilizing the machine. Displays engaging, on-screen presence, positive attitude and effective communication style through video conferencing.
• Recommend operational improvements for virtual teller processing to improve the member experience.

Culture and Leadership

• Manage priorities through planning and execution to lead all aspects of virtual branch performance.
• Create member loyalty through consultative interactions and solutions to help build wealth.
• Coordinate and lead the work of direct reports to ensure efficient and courteous services. This includes promoting products and services and performing day-to-day teller activities.
• Drive and prioritize employee experience by building a high performing team through the attraction, onboarding, coaching and development of virtual branch team members.
• Embody APGFCU values by cultivating and supporting a safe and secure workplace.
• Provide direction to virtual teller supervisor assigning and scheduling personnel to ensure efficient performance.
• Demonstrate commitment to employee development by ensuring performance expectations are met. This includes conducting ongoing performance management, performance appraisals, providing feedback specific to employee performance, recommending development actions and discipline, collaborating with branch operations leadership and human resources on employee relations matters, and adhering to credit union personnel, policies, and procedures.
• Implement plans to promote continuous learning for self and staff through various learning channels.
• Anticipate and identify causes for inadequate results and take corrective action.
• In collaboration with area manager, develop annual branch budgets and ensure expenses remain in line within approved budgets.
• Actively identify areas for efficiencies and make contributions by sharing ideas; fostering an environment of continuous improvement.
• Communicate in a clear, concise and professional manner regardless of channel or audience, ensuring good employee and member relations.
• Communicate goals, operational changes and updates to staff as appropriate.
• Take timely action in response to member service concerns and escalations, working towards resolution to meet service satisfaction expectations.

Member Experience and Sales

• Lead, plan and implement a branded sales process in support of our mission of empowering members to build wealth.
• Optimize best practices through service and sales meetings, tracking, coaching and follow up.
• Ensure ethical sales practices are upheld by conducting inspections, coaching, observations, and staff meetings.
• Grow branch profitability through member acquisition, loan and deposit growth.
• Coach consultative selling, maximizing all tools available and promoting daily service and sales activities.
• Coordinate the efforts of the entire virtual branch to achieve assigned monthly goals.
• Implement established Performance Standards set for each position.
• Provide coaching to members of staff to develop skills and experience by completing or facilitating observational coaching, recommendations for additional training, and inspection of work produced.
• Oversee the preparation and review of the monthly standards tool with each virtual branch employee, ensuring alignment with branch goals and performance expectations.

Other

• Perform other related duties as assigned or associated with the responsibility.
• Must have a flexible schedule and able to work Saturday hours; may include hours outside of conventional branch hours and during business continuity events.

ADDITIONAL: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

QUALFICATIONS:

LEADERSHIP: Strong leadership, motivation and managerial skills. Must have a professional demeanor. Demonstrate integrity and ethical standards. Demonstrate understanding and application of effective selling strategies and techniques.

EDUCATION: Bachelor's degree in Business Administration, Management, Finance or another related field. Equivalent experience may be substituted.

EXPERIENCE: Minimum of five years' experience in virtual branch operations preferred. Demonstrated success in a quality service oriented financial institution environment with substantial member service background and leadership experience with oversight of direct reports.

KNOWLEDGE, SKILLS, AND ABILITIES: Team player who operates well in a dynamic, all hands-on deck environment. Well organized, with the ability to manage multiple tasks on tight deadlines with a great attention to detail. Strong problem solving, priority-setting and decision-making skills. Positive, resourceful, and flexible. Familiar with virtual branch procedures, business computer operations, verifying and documenting financial transactions. Requires supervisory, analysis, human relations, communications and organization skills.

PHYSICAL DEMAND: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to sit, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds, and be capable of transporting related supplies and equipment. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Compensation information: Offers are based on experience and education.

$76,752.00 - $95,929.60 annually

Other compensation includes:

Discretionary annual management bonus.

APGFCU provides comprehensive benefits such as: medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.

APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster http://www1.eeoc.gov/employers/poster.cfm

APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send to the Human Resources Department and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.