Red Canoe Credit Union
ESSENTIAL JOB FUNCTIONS
- SUPERVISORY & STAFF DEVELOPMENT – Responsible for the professional development through effective and honest coaching. Coordinates hiring in cooperation with HRD. Assures that staff has adequate training so that they may perform their duties to the highest of standards. Manages performance and modifies activities as needed for improvement. Works with the AVP of Operations regarding employee progressive disciplinary actions. Recommends promotions, probations, terminations, and special department training. Ensures effective utilization of subordinates through training, directing, and motivating. Ensure adequate staffing is maintained at all times as to deliver the highest possible quality service to the members.
- SALES COACHING – Create and implement department goals, which are in accordance with the Credit Unions Corporate goals. Schedule monthly sales coaching meeting with staff, effectively utilizing SLS skills and measurable techniques. Report to the AVP of Sales and Branch Performance at least monthly, the progress of meeting the branch’s goals. Accurately track and report individual sales performance and develop action plans to maintain or improve performance of the branch. Sales efforts include, but not limited to, referrals, buyouts, Sales and Service mystery shops, and out bound service calls.
- BUSINESS DEVELOPMENT – Attract new membership by building relationships with local businesses, community organizations, and existing membership. Support Marketing efforts and maintain ongoing communication with Business Development personnel, to deliver the Red Canoe brand awareness in the local community. Supports all product and service promotions and events and ensures the staff is educated with all Marketing campaigns. Recommend strategies to increase production to AVP Sales and Branches and other management.
- DAILY OPERATIONS – Assures all security measures and procedures are followed throughout daily branch operations, including opening, and closing the branch. Determines proper control and individual accountability of cash and cash handling if applicable. Assures member’s needs are met timely and efficiently either in person or by telephone.
- OPERATIONAL & LENDING SERVICES – Can perform all Operational and Lending functions with Loan Underwriting authority III or higher. Maintain knowledge of all IRA products including options offered by Red Canoe Financial Group. Assures all documentation associated with consumer and business products & services, membership and lending are accurate, and that all corrections and scanning are timely. Provide assistance to staff as needed.
- REPORTS – Update data for records and reports as needed. Provide timely reports and information for management.
OTHER CRITICAL JOB & MANAGEMENT DUTIES
- Promote Extraordinary Service – Develop and maintain good public relations with members and potential members. Assist department personnel with member inquiries, and problems as needed. Ensure that account errors or problems originating in the department are resolved.
- Manage Employee Performance – Works cooperatively with Human Resources in the hiring, orientation, training and coaching and performance management of all subordinate personnel. Evaluates performance of department staff. Use progressive discipline techniques as required; and coordinate severe discipline through AVP of Operations and the HRD.
- Business Entity Knowledge – Maintain clear and concise knowledge of all business account entities and the documentation needed to maintain.
- Performance Pro – Maintain and update employee performance using Performance Pro software. Annual reviews and monthly coaching documentation to be tracked in Performance Pro.
- Manage Costs – Participate in preparation of department’s annual operating and personnel budget. Control and monitor all planned and unplanned operating costs.
- Supplies and Budget – Plan, develop and maintain department operating budget and order necessary supplies to maintain operation management of the department and equipment. Keep supplies and equipment available for immediate use.
- Opens/Closes – the facility as needed; cooperates with AVP Sales & Branch Performance regarding security of facilities.
- Employee Training – Responsible for on-the-job training of branch staff on a regular basis.
- Building Rapport – Seek to develop and maintain a good rapport with department staff, members, and potential members.
- Member Service – Ensures members are waited on in a timely fashion and phones answered quickly without prompting. Promote and cross sell Credit Union products and services.
- Supply Management – Coordinate ordering of department supplies and ensures department appearance and equipment is adequately maintained.
- Performance Management/Evaluations – Make daily observations within department, takes note of staff attitude, tardiness, and team effort.
- Training/Cross-Training – Evaluate departmental needs and responsibilities to ensure adequately trained staff.
- Staff Relations – Assures an atmosphere of cooperation and teamwork is maintained in the department.
- Quality – Accountable for the quality of work within the department.
- Scheduling – Assigns, directs, coordinates and reviews work within department.
- General Oversight – Ensures that proper maintenance, cleanliness, and security of the work area are maintained.
- Quantity – Maintains highest level of staff work production possible with the resources available.
- Workflow Management – Effectively manage workflow daily developing reporting systems for monitoring completion of all duties.
- Positive/Professional Image – Provide consistent quality service and project a positive and professional image of the credit union to internal and external members/clients.
- Training/Education – Personal participation in continuing professional training and education as approved by supervisor.
- Office Hours – Keep consistent and usual office hours, in keeping with Red Canoe practices. May work additional hours, including Saturdays, holidays, etc. as may be required or needed.
- BCP – Responsible for business continuity planning/response/resumption for immediate department/branch.
- Keeps Senior Management Informed – Maintain on-going communication with department AVPs concerning activities of the department as well as needs or problems.
- Records/Reports – Assures departmental reports, records, and statistics are consistently and carefully maintained.
- CU Goals – Helps achieve credit union goals by meeting minimum standards for the department.
- Policy/Procedures – Observes procedures as outlined in the department procedure manuals, employee reference guide and security manual.
- Compliance Assurance – Assures employee adherence to internal controls to ensure compliance with credit union goals, objectives, policies, procedures and applicable laws and regulations.
- Cooperate with Examiners – Work with credit union examiners/auditors preparing/gathering necessary information and providing them with assistance as requested.
- This position reports directly to the AVP Operations and the AVP of Sales and Branch Performance. Supervises all Branch Employees. Has day-to-day, or periodic, contact with employees, management team members, board of directors, members, suppliers, etc.
- Bondable; service & sales oriented, motivated to cross sell/communicate services
- IRA Knowledgeable
- For Residential Mortgage Loan Originators: This position requires National Mortgage Licensing System (NMLS) registration under the terms of the SAFE Act of 2008 and Regulation Z. Employees in this position will be subject to the required registration process, which includes a criminal background and credit check. Failure to meet or maintain any of the NMLS registration requirements, including maintaining a satisfactory criminal and credit record, may result in disciplinary action or termination of employment.
- Strong public relations skills and oral and written communication/presentation skills
- Dedicated to achieving Connections goals set by management
- Mature, alert, and neat individual with an outgoing and positive personality
- Professional appearance and demeanor; punctual, dependable, cooperative; sets the example
- Keyboard, calculator, personal computer, and general office machine proficiency
- Human relations skills to effectively deal with member and employee related matters
- Personal computer skills commensurate with position- M/S Office
- Decision making skills and ability to set priorities, organize, handle detail, delegate work and supervise others
- Ability to handle the urgencies and complexities commensurate with the position, arriving at constructive solutions and maintaining positive relationships
- Ability to handle numerous details while organizing the work of others
- Knowledge, accuracy and competency in interest calculations, business math, research, and analytical skills
- Education/Training – Associate or Technical Arts (AA) Degree, or completion of two of the following study programs: STAR, MERIT, or CCUE Training courses. Although not required – a bachelor’s degree is a plus.
- Loan Underwriting – Level III
- Experience – Three (3) or more years’ credit union or like-financial institution experience in relevant field of supervision or management preferred; or, five (5) or more year’s technical experience within new accounts discipline coupled with demonstrable leadership skills.
- Communication Skills – Most possess excellent communication skills both written and verbal.
- Professional Knowledge – Knowledge of new accounts practices and other applicable financial services operations (policy and procedures, etc.) commensurate with the position.
- Competencies – Demonstrable knowledge of regulatory requirements applicable to all customary and usual deposit and investment accounts. Superior knowledge of IRA rules/regulations and/or IRA certification a plus.
ESSENTIAL MENTAL, PHYSICAL & ENVIRONMENTAL DEMANDS
- Physical – Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer, typewriter, adding machine, facsimile machine, photocopier, and telephone. Other demands include talking, handling & reaching, seeing (corrected vision) and hearing in normal range. A telephone device to enhance hearing will be provided if needed. Occasional light lifting: maximum lift requirement is 30 pounds. Periodic inter-department or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches.
- Mental – Mental effort required involving considerable organization, planning and analytical efforts with superior communication. General demands include alertness, memory, observation, empathy, ingenuity, learning ability, problem solving; patience; initiative; memory; objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.
- Environmental – Minimum discomfort from heat, dust, air conditioning, noise, including external road noise. Transport within remote department and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computer and other electronic equipment. Lunch/break area exposed to microwave; and is in the basement at main office. Facility is 100% free of tobacco smoke.
- Equipment – Essential equipment used includes, but may not be limited to telephone, personal computer, on-line terminal, calculator, and office security systems. Non-essential equipment generally includes paper shredder, photocopy machine, and facsimile machine.