Mgr., Retail Services - Warner Center

The Mgr Retail Services is responsible for overseeing the assigned Member Service Center; the overall success and growth for assigned Member Service Center; acting as the relationship manager for existing members and providing them with continuing financial advice as appropriate, determining member's loan and deposit needs and deepening existing member relationships; directing the staff at assigned MSC and attaining maximum MSC productivity, member service and new business development objectives. This individual is responsible for the profitability of the assigned branch and will need to monitor, track and create activities to drive positive profitability. The position is also ultimately responsible for meeting all compliance and audit requirements.

NATURE AND SCOPE OF POSITION:

The Mgr Retail Services position is at the management level and reports to the Regional Director of Retail Services in assigned area. The position works with a minimal amount of supervision and direction and is authorized to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policy and procedures Kinecta Federal Credit Union in general.

SUPERVISORY RESPONSIBILITIES:

• Assistant Retail Services Manager
• Personal Financial Advisor I, II, III, IV.

• Must lead the branch/team in new membership growth.
• Acts as the relationship manager for existing members providing continuing financial advice as appropriate, determining members' loan and deposits needs and deepening existing member relationships.
• Responsible for training and development new employees at their assigned Member Service Center.
• Evaluates the overall effectiveness of the Member Services Centers through analysis of sales and service reports. Communicates Member Service Center goals and service and sales expectations to all staff members.
• Maintains and manage mortgage, equity, and consumer loan pipelines, resolving "prior day" issues, and complying with new account and loan audit requirements.
• Provide coaching to the Member Service Center employees to ensure consistency of sales and service standards. Utilizes coaching and counseling to build and to increase sales and service and sales performance of staff members.
• Conducts, complies, and monitor audit guidelines and ensuring operational integrity of the MSC.
• Ensure branch operations are being properly managed. Involved in daily operations as needed.
• Assists member with notaries, medallions, and signature guarantees.
• Ensure proper coverage of the MSC by adequately staffing the branch, setting appropriate schedules for staff, and monitoring paid time off schedules, reviews timecards.
• Operates the MSC as a true "profit" center with direct control of expense and revenue generation.
• Provides high level support to the Regional Manager in creating a strong sales and service culture in assigned MSC.
• Provides direction and support to MSC staff members to ensure proper safeguarding of assets and conformity to Credit Union policies and procedures.
• Minimizes Credit Union exposure to losses through appropriate risk assessment and management.
• Recruits and develops top talent at all levels of the Member Service Center.
  * Solicits local Select Employee Groups (SEG) to increase presence within community. Increases existing SEG penetration through lunch time visits and seminars.
• Identify opportunities for brand and image campaigns and submits ideas and requests to Marketing Department.
• Sponsors local community events on behalf of Kinecta Federal Credit Union. Works in conjunction with the Communities Program Manager assisting and participating with projects and events.
• Works with business partners such as Mortgage, Wealth Management and Business Services to build relationships with members for these services
• Coordinates with other Kinecta departments, including Talent development, to bring focused and specific training to MSCs as needed.
• Becomes the subject matter expert with regards to the local community. Gathers market data regarding the local community that enables building and maintaining relationships with existing and new members.
• Maintains memberships and other relationships with community organization including but not limited to Chambers of Commerce, Rotary to build relationship with new and existing members.
• Ability to engage and motivate team members on a consistent basis to increase productivity and reduce branch turnover.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs other duties including special projects as assigned.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:

• Knowledge of sales, business development, branch administration and products and services.
• Knowledge of financial industry rules and regulations.
• Possess proven sales and service capability.
• Strong written and oral communication skills.
• Strong presentational list.
• Ability to understand branch financials and profitability.
• Ability to provide effective leadership and guidance to staff.
• Ability to integrate and communicate information on a one-on-one basis as well as in group situations and in writing.
• Ability to analyze and solve problems.
• Ability to interact with staff, members and others encountered in the course of work.
• Ability learn and apply new information or skills.
• Ability to observe and interpret people and situations.
• Ability to perform highly detailed work on multiple, concurrent tasks.
• Ability to use math and apply mathematical reasoning and abstract statistical concepts.
• Ability to work under intensive and competing deadlines.

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

• Bachelor's Degree from an accredited college or university in relevant field and or a combination of education and experience preferred or
• Minimum of 2 years of branch management experience in a financial institution.
• Minimum of 3 years' experience in the areas of platform sales, service, and operational management.
• Internal Employees
• Notary certification is a requirement.

One year of relevant professional-level work experience may be substituted for one year of required education.

• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
• The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs.
• The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

The employee is frequently required to walk and stand. Vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment, as necessary. The employee works under typical office conditions and noise levels.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.