STCU is a growing regional credit union that is consistently rated one of the top-performing credit unions in the nation, and we have been named as one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.
 

STCU offers excellent benefits: 

• Paid time off
• Ten paid holidays
• Health plan – medical, prescription drug, dental, and vision
• Short-term disability insurance
• Life insurance and long-term disability insurance
• 401(k) retirement savings plan
• Training and development programs
• Semi-annual success sharing plan

The Branch Manager provides leadership and oversight for the operations of a given branch. This position is responsible for ensuring coaching that results in credit union growth by focusing on the deepening of member relationships and providing exceptional member service. This position is responsible for the branch goals, team development, staffing and building relationships, both internal and external.

Principal Accountabilities
Member Relationships

• 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.
• Provide coaching to team members on creating member experiences that build member loyalty and that meets branch and credit union goals.
• 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 Small Business lending duties.
• Process all member transactions, deposits, withdrawals, etc. as needed.
• Perform Notary services.

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 Director of Retail, Director of Human Resources.
• Provide effective leadership, mentoring and coaching to team members in order 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.
• Recommend and make changes in staffing levels, basic structure and/or organization of the branch to ensure effective completion of objectives.
• Oversee recruitment, development and retention of branch staff, requisition new positions as needed and coordinate and participate in the interviewing, hiring and training of team members as necessary.

Success Tracker

• Develop, manage and monitor branch performance goals.
• Analyze results and keep staff informed on progress related to goals, variances and recommendations for goal achievement.
• Audits, Security, and Loss Control
• Ensure regular certifications/reviews are conducted and inform the Director of Retail of outcomes, issues or concerns and recommend procedural or other changes as needed.
• Ensure staff is adhering to established dual control guidelines.
• Achieve satisfactory audit score.

Branch Operations

• Work closely with the Director of Retail providing feedback as to what is or is not working.
• Provide back-up support to staff in all aspects of the job including account maintenance, opening new memberships, loan production and teller transactions.
• Look for ways to achieve desired results of a branch focused on having a collaborative dialogue with members.
• Ensure staff has overall small business knowledge to promote deposit and loan growth 
• Actively troubleshoot equipment problems including RBG, Coin machines, ATM and Instant Issue.
• Develop and monitor the branch budget and branch planning.  Report variances and other budgetary issues and concerns to the Director of Retail.

Communications

• Stay informed of all communication going out to members.
• Stay up to date on communications from the Buzz or Insider that impact the team or members.
• Ensure team members have appropriate talking points for issues impacting members.
• Stay informed of all changes that are occurring with policies, procedures, breach in security and keep team informed.
• Present ideas clearly in a respectful and professional manner.
• Partnerships/Community Involvement
• Collaborate with Community Relations to identify and promote opportunities to fulfill strategic objectives and provide branch operations expertise.
• Develop and manage partner relationships with Investment Services, Small Business and Real Estate for referral opportunities.
• Participate in community development and community relations campaigns to increase awareness of STCU in the marketplace.
• Represent STCU by attending chamber and other community meetings.
• Stay informed on community events.

Knowledge, Skills and Abilities

• Associate’s degree required. Bachelor’s degree in Business, Finance or related field preferred. 
• Bilingual abilities, including ability to read, write and speak Spanish fluently is preferred. Preference will be given to those with bilingual abilities.
• Minimum five years progressive experience in a financial institution or high end retail environment required. Equivalent combination of education, experience and demonstrated highly proficient performance at an STCU branch may be considered in lieu of years of experience.
• Minimum of two years’ experience in a management or leadership role, preferably in a financial services environment, with demonstrated skills in coaching, mentoring and developing others.   
• Working knowledge in all aspects of financial institution products and services to include consumer lending, equity lending, member service, IRA’s, trusts, business accounts, teller operations and compliance. 
• Working knowledge reading branch financial statements. 
• Bilingual abilities, including ability to read, write and speak Spanish fluently preferred at some locations.
• Ability to carry out leadership responsibilities according to STCU’s policies.
• Proficient knowledge of MS Office programs including Outlook, Word and Excel.
• Notary Public License is required. 
• National Mortgage Licensing System and Registry (NMLS) registration under the terms of the SAFE Act of 2008 is required. 
• Self-directed and detail oriented with the ability to plan and work in an organized manner, coordinating multiple projects as well as personal and team responsibilities.  
• Strong written and verbal communication skills with ability to work with staff and public tactfully and professionally, both in person and on the telephone.
• Strong interpersonal skills required, including building and maintaining positive relationships and excellent customer service skills.
• Ability to adapt to changes and prioritize and manage competing demands.
• Demonstrated ability to write reports, business correspondence, procedures, etc. 
• Ability to read, analyze and interpret data and understand and communicate complex and diverse information, and effectively present information and respond to questions from groups of managers, clients, and the general public.
• Ability to solve complex problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment. 
• Ability to make practical and timely decisions and explain reasoning for decisions.
• Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed. 

Physical Abilities

• Ability to speak, hear and see.
• Requires sitting and/or standing for long periods of time.
• Ability to operate a computer keyboard and mouse.
• Ability to occasionally lift, pull/push, and carry up to 25 lbs.

Work Environment

• Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
• Exposure to high-stress, fast-paced, deadline-oriented environment. 
   

Please review our website for more information at www.stcu.org/careers.