Branch Supervisor

Overview

Under the direction of the Member Experience Manager, I/II, the Member Experience Supervisor II, is responsible for leading and managing a team dedicated to providing exceptional service to members.

The Supervisor oversees daily operations, ensuring that members' needs are met efficiently, and enhancing the overall member experience.

Based on deposit base over $75mm for existing branch and $5mm to $9mm for year one of a new branch.

Key Responsibilities

• Supervise, mentor, and support a branch team.

• Oversee daily operations to ensure smooth workflow and adherence to service standards.

• Handle escalated member inquiries and complaints, providing timely and effective resolutions.

• Process transactions accurately and efficiently according to balance guidelines.

• Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.

• Conduct regular training sessions to enhance team skills and knowledge.

• Identify areas for process enhancement and implement solutions to improve efficiency and service quality.

• Provide coverage and oversight of Sales and Service functions in order to assist in meeting the branch goals.

• Prepare and present reports on team performance and member satisfaction metrics.

• Ensure adherence to company policies, procedures, and regulatory requirements.

• Lead special projects and initiatives aimed at improving the member experience.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.

• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.

• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.

• Problem-Solving: Effective problem-solving skills to address and resolve member issues promptly.

• Organizational: Ability to manage multiple tasks and priorities in a fast-paced environment.

• Interpersonal: Strong relationship-building skills to foster a positive team environment and collaborate with other departments.

• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.

• Risk Management:  Identify and mitigate risks.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.

• Occasional lifting of office supplies, up to 30 pounds.

• Occasional travel may be required for events, meetings, or conferences.

Qualifications

• Associates degree or equivalent work experience, bachelor’s degree preferred.

• Minimum of 3 years supervisory experience in a member experience role.

• Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions.

• Knowledge of deposit and loan products required.

Equal Opportunity Employer
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