VIDEO: LAFCU: Branch Manager, Senior Member Service Representative- 1/12/22

Support LAFCU's Service Standards, Vision Statements (Reduce standby time, balance the workload, protect the member experience, create transparency and promote effective communication) and Goals while developing and leading a cohesive and productive team.

Represent LAFCU through community engagements and volunteer opportunities, creating relationships outside of the credit union. Must embrace the credit union philosophy of "People Helping People" values.

Engage membership to create an enhanced membership experience and support LAFCU's Credit Union for Life philosophy.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supports, trains and monitors staff for developing knowledge and skill set, including but not limited training, monitoring productivity, performing quarterly one-on-one coaching sessions and annual performance appraisals.

Assist with employee morale and performance concerns as needed and ongoing. Ensure branch schedules are efficient and the appropriate staff are scheduled at each location.

Monitor and track all branch/department/individual goals. Monitor branch/department productivity/profitability. Coach and create engagement with staff to meet these goals.

Accurate tracking and documentation of employee performance, including, but not limited to, late times, member feedback, goal productivity, disciplinary action as warranted, and coaching/performance meetings. Ensure that all staff are fulfilling their daily duties and roles outlined in their position descriptions.

Effective leadership and communication skills to support the development and motivation of the team. Hold regular branch/department meetings to ensure transparency of credit union happenings and support consistency of expectations.

Monitor branch/department operations to ensure that security procedures are being followed. This includes training staff of emergency responses, completing audits and correcting findings as warranted.

Ability to independently initiate and lead major projects; align departments' capabilities and lead people to perform.

Evaluates and decisions, as necessary: member and loan applications, issuance of products and services, and resolves difficult member situations. Takes into consideration LAFCU's mission statement, tag line, and service standards while mitigating risk.

Maintains an understanding of applicable regulations and laws. Maintain an up-to-date understanding of credit union policies and procedures as they relate to compliance.

Communicates branch/department needs to ensure proper maintenance and professional appearance of the branch/department.

EDUCATION and/or EXPERIENCE:

Three years to five years of similar or related experience.

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

INTERPERSONAL SKILLS:

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.

Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

OTHER SKILLS AND ABILITIES:

Microsoft Word, Excel, and computer keyboard. Some travel between branch locations may be required.

Paid Holiday and Vacation

Competitive Wages

Tuition Reimbursement Program

401(k) Retirement Plan

Medical, Dental, and Vision Insurance Plans

Markets LAFCU products and services to members by having a thorough knowledge of all products and services.

• Serves as Membership Officer.
• Maintains knowledge of applicable policies and procedures to ensure compliance with required laws and regulations.
• Successfully completes required Regulatory Compliance training and other training as determined and required by Management.
• Opens accounts and offers services, including, but not limited to share accounts, IRAs, Term Shares, Home Banking, direct dial teller, safe deposit boxes, loan and credit card products.
• Processes check orders, ATM/debit card applications, electronic services, payroll deductions and allocations, direct deposits, wire transfers, stop payments, statement copies, etc.
• Accepts transactions, including, but not limited to, monetary transactions.
• Assists members with inquiries and requests, NADA book values, and Notary services.
• Interviews loan applicants, completes loan application process including reviewing credit report, income and employment verifications, and collateral in accordance with LAFCU lending procedures and policies.
• Advises members of loan alternatives and insurance products available or required.
• Makes recommendations for loan approval or denial to Loan Officer.
• Schedules and closes loans, providing disclosure information in accordance with applicable Regulations.
• Responsible for accurate documentation and balancing on a daily basis.
• Meets established individual and departmental goals.
• Opens and closes branch as required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Under Michigan law, a person with a disability needing accommodation for this position must notify the employer in writing within 182 days after the need is known or reasonably should have been known that an accommodation was needed.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); two years’ experience in member/customer service including, but not limited to sales/cross sales, consumer lending practices and procedures including interviewing applicants, document preparation, credit report evaluation for open end and closed end lending; demonstrated compliance knowledge, including, but not limited to Reg B, Reg E, Reg CC, US Patriot Act/OFAC including Bank Secrecy, Financial Privacy and Truth in Savings, Reg Z, and ECOA; working experience with 10-key calculator and PC; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as operating instructions, and procedure manuals.

Ability to write simple reports and correspondence. Ability to speak effectively to members or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES

Computer skills including, but not limited to, word processing and Microsoft Office. Ability to cooperate with members/customers and co-workers in a professional manner, based on Integrity Solutions Standards; ability to accept and carry out new duties; ability to complete tasks and job functions accurately; demonstrated commitment to member service; demonstrated ability to use sound judgment in decision-making based upon level of responsibility; demonstrated self-motivation and initiative; demonstrated problem solving skills. A positive attitude and dependability are required. The SMSR must register with the NMLS and meet the requirements as specified in the SAFE Act.

Why LAFCU?

LAFCU has been serving the community for over 80 years. We are committed to providing financial services for the changing needs of our members and helping them obtain personal financial security. We have a culture of community giving; whether we’re feeding the hungry, providing financial education to schools, supporting arts and music, or having clothing and toy drives, we’re dedicated to rolling up our sleeves and giving back.

We strongly believe in work-life balance and providing our employees with the tools to meet their goals. One of our many committees, the LAFCU Incredibles, cultivates a positive work environment through recognition, appreciation, and team building while inspiring optimism. With a large community of LAFCU retirees, we have proven our investment in employees’ success.

We received Credit Union Journal's honor of BEST CREDIT UNION to WORK for in 2020.