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Branch Operations Supervisor

Wescom Central Credit Union

This is a Contract position in Anaheim, CA posted June 21, 2022.

POSITION SUMMARY:Assists branch management team in the supervision and operations of a full-service branch and creates a work environment where staff consistently focuses on delivering Signature Experiences. Fosters a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Leads, trains and coaches staff to perform transactions, establish memberships, share and loan accounts and related products and services by conducting interviews, completing necessary documents and performing data entry of records in compliance with audit requirements.Assumes responsibility for all branch functions in the absence of the Branch Manager and Assistant Branch Manager. Models desired behavior and promotes optimal member engagement. Motivates staff, reinforces needs driven-selling and referral activity for achievement of branch growth goals. Responsible for educating team members regarding current marketing promotions, Member Genius, engaging new members to become Signature Members within their first 120 days of joining the Credit Union, and engaging existing members to deepen their product and service usage with the Credit Union.Supports the organization’s strategic objectives by communicating and tracking goals that are specific, measureable, attainable and timely. Leads staff to achieve assigned goals, and coaches/reviews performance accordingly. Communicates production and referral expectation for consumer loan products, insurance services (WIS and WFS), investment services (WFS), home equity products (Branch Mortgage Loan Originators) and first mortgage products (Real Estate Mortgage Loan Originators). Responsible for proactively resolving escalated member inquiries and problems at the first point of contact.ESSENTIAL POSITION FUNCTIONS:Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes. Assumes personal accountability for maintaining high service standards and operational excellence throughout the branch. Promotes advocacy and takes personal responsibility to ensure that member issues are handled expeditiously. Focuses on delivering Signature Experiences and achieving successful results in the Net Promoter Surveys. Creates an environment that supports teamwork and collaboration, within the branch and organization-wide.Performs and provides approvals for various day-to-day transactions including, but not limited to check approvals, check hold decisions, cash verification/approvals, and transaction overrides. Performs and approves various day-to-day loan transactions including, but not limited to loan review and approvals. Provides operational support and acts as a resource for staff regarding policies and procedures.Supports achievement of annual goals for service, growth, and other key areas for assigned branch. Ensures staff efforts are focused on achieving goals aligned with Wescom’s strategic objectives. Attracts new members and supervises the member and account retention efforts as well as the referral efforts of the staff.Effectively supervises and adjusts to swiftly changing priorities, product and service offerings and systems. Ensures staff knowledge is current and applied.May participate in the selection, coaching, evaluation, and development of staff. May oversee training in the areas of member service, products and services, regulatory training, operations, referrals and interpersonal skills. Ensures training objectives are met and that Wescom University core curriculum is completed by branch employees. Requires knowledge of consumer lending and experience with the loan origination process, including application processing, pricing, documentation, disclosures, and funding. Identifies lending growth opportunities and supervises staff’s activities and tracking.Ensures branch compliance with audit and security standards, policies and procedures, loss prevention measures and the safeguarding of Credit Union assets. Performs routine audits of negotiable instruments as well as review and balancing of assigned GL reconcilements. Ensures quality control of memberships opened and loans funded at the branch. Maintains confidentiality of Credit Union and member records.Oversees expense control in areas including salaries, overtime and the purchasing of supplies.Ensures that the physical environment of the branch is maintained according to Wescom’s standards. Ensures individual appearance and demeanor reflects the desired level of professionalism, and holds staff accountable for same.Maintains good attendance and punctuality in adherence with Wescom policy.EDUCATION AND EXPERIENCE:Bachelor’s Degree and previous supervisory experience is preferred.REGISTRATION:Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained for all Branch Mortgage Loan Originators.OTHER SKILLS AND ABILITIES:Must be proficient in job related technology applications including the Credit Union’s operating system and lending system.COMPUTER SKILLS:Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook).MATHEMATICAL SKILLS:Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to draw and interpret bar graphs.PHYSICAL DEMANDS: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. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.The noise level in the work environment is moderately quiet and it is a non-smoking environment.The above job requirements are representative of minimum levels of knowledge, skills and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by management.