Branch Officer

Jeanne D Arc Credit Union•Dracut, MA

About The Position

As a Branch Officer, you’ll work under the leadership of the AVP – Regional Branch Officer to oversee branch team members and serves as a resource for all branch functions and services. Assumes responsibility for all branch operations focusing on service, quality, and teamwork, including resource management, coaching, sales and service achievement, and day-to-day branch administration. Ensures our members' experiences are consistent with our mission, strategy, and growth objectives to maximize member acquisition, retention, and relationship depth and adhere to Credit Union policies and procedures, ensuring ethical and compliant business practices.

Requirements

Three to five years of related experience, including supervisory responsibilities.
Proper National Mortgage Licensing System (NMLS) credentials are required or obtained within 60 days of hire.
Bachelor's degree required or an equivalent combination of education and experience.
This Branch Officer role requires fluency in Spanish and English to effectively serve our members.
Position requires a significant amount of personal contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication.
Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service.
Must have the ability to motivate, influence, and gain the trust and cooperation of others.
Strong conflict resolution skills are required, including the ability to diffuse upset members skillfully.
Excellent telephone, written, and verbal communication skills are required, including positive tone, clear delegation of tasks, communicating clearly and concisely, and managing difficult conversations.
Empathy, patience, active listening, and sound judgment are required.
Must have the ability to understand and communicate products, services, and regulations.
Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required.
Must demonstrate strong problem-solving and decision-making skills.
Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team.
Applies knowledge and experience to develop solutions and implement appropriate actions.
Writing, reading, and comprehending complex instructions, correspondence, memos, policies, and procedures is required.
Must be highly motivated, organized, detail-oriented, skillful with time management, and efficient with multitasking and practical application.
Must be able to work in a professional, high-volume call center.
This position requires standing, sitting, walking, reaching, and lifting to 20 lbs. regularly.

Responsibilities

Oversees the Assistant Branch Managers and provides indirect supervision and guidance to all branch team members. Responsibilities include interviewing, performance management, coaching, recognition, corrective action, development, and empowerment while ensuring the achievement of key performance metrics.
Supports the branch with internal and external member concerns by providing high-level guidance and communication relating to operational questions, risk management, and human resource-related matters.
Drives branch sales and service performance, emphasizing member education through demonstrated knowledge and understanding of all Credit Union products and services. Provides continued direction focused on our core purpose, growth objectives, and profitability of the branch, including adopting new products, technologies, and processes to gain maximum effectiveness.
Deescalates challenging member situations by demonstrating problem-solving solid skills, exercising sound judgment and decision-making while demonstrating a special effort to say yes. Remains focused on member retention or recovery.
Collaborates with peers across the Credit Union. Leads and/or participates in department or organization level projects relative to the Member Experience division.
Prepares the annual budget for branch location and effectively manages operating expenses.
Ensures branch staffing is adequate to meet member needs.
Performs the role of Teller, Lead Teller, Member Service Representative, and Senior Member Service Representative as needed.
Remains vigilant and aware of surroundings, reports any unusual or suspicious behaviors, activity, or inconsistencies.
Promotes Jeanne D'Arc Credit Union through community involvement, memberships in organizations and business networks, and visibility at community events and activities sponsored and supported by the Credit Union.
Performs other job-related duties as assigned.