Branch Services Supervisor - Redwood City

Who Are We?

With an "A" health rating and solid year-over-year growth, San Francisco Federal Credit Union’s (SFFedCU) membership is now over 45,000, with assets surpassing $1.4 billion and branches located in San Francisco and San Mateo County. Continuing along its highly successful growth trajectory, SFFedCU is seeking a Branch Services Supervisor in our Redwood City Branch.

Position Summary

The Branch Services Supervisor serves as the liaison between the member and the Credit Union. He or she provides Uncommonly Good Service and deepens relationships with each and every member. The Branch Services Supervisor will assist in training and developing of staff, provide input for performance reviews, process and complete various reports, as well as ensure high level of quality of work by staff members. The incumbent also provides staff support for a variety of delivery channels such as back office and front line transactions review/approval, loan processing, new accounts, member issues review and resolution.

All employees of San Francisco Federal Credit Union(SFFedCU) are proactive, results driven and fully committed to the Credit Union’s mission and vision by striving to achieve the highest standards of excellence and consistently exceeding the expectations of member, team and community experiences. They are also enthusiastic and willing ambassadors of the Credit Union through participation in CommunityShare projects and initiatives.

Responsibilities

Member Focus: Experience, Products and Services

• Displays high energy and engagement while enhancing member satisfaction; Consistently evaluates members’ needs and offers the appropriate products and services in order to enhance member relationships and foster member loyalty.

• Empowers and supports staff to achieve results in a timely manner to exceed member expectations by actively collaborating in research efforts to identify causes of complex member issues, over-deliver on commitments for problem resolutions and provide necessary updates and information to members.

• Partners by accurately processing, or helping staff to process, all member requests, Shared Branch transactions, teller transactions such as deposits, back office transactions, record retention, imaging, as well as Returned Items in a timely manner

• Consistently cross-sells all other credit union products and services while displaying a comprehensive understanding of all product features/benefits, as well as exercising the ability to neutralize the competition through applying market and industry knowledge.

Team Dynamics / Leadership

• Assists Branch Manager in delivering effective and constructive coaching sessions to Branch Services Staff on an as needed basis.

• Exercises an excellent ability to provide support for all team members and the ability to provide prompt, effective, and prudent resolutions to internal conflicts and performance issues.; Promptly involves necessary parties in reaching these resolutions when a need for counselling arises.

• Ensures that each team member reaches a high performing potential and ensures that the team as a whole is set up to succeed in achieving goals by coaching training and motivating staff to provide Uncommonly Good Banking.

• Builds rapport and strong relationships with coworkers and various stakeholders within the organization; instituting flexible/open-minded communication skills.

Dependability and Productivity

• Maintains exemplary attendance/punctuality records.

• Leads by example in providing as needed support with opening and closing duties, taking on Vault Teller functions and efficiently working with high volumes of cash, such as processing various teller transactions, balancing cash drawer, Vault and ATM.

• Displays self-motivation and commitment to self-improvement by developing strategies and new ideas to aid in business development, and succeeds in engaging staff in these initiatives.

• Meets all commitments by agreed upon deadlines or renegotiates deadlines in a timely manner.

• Works in an engaged and energetic manner while promoting this and high level of accountability within team settings.

• Consistently meets/exceeds assigned sales goals; proactively collaborates with management to seek improvement in ability to reach goals when needed.

• Consistently and professionally interviews, processes and funds consumer loan requests as well as makes rational recommendations to the Consumer Lending team.

Quality Assurance and Regulatory Compliance

• Pays fanatic attention to detail and accuracy, commits to excellence, establishes and fosters a culture for continuous improvement, takes ownership of quality assurance opportunities and seeks to enhance experiences by providing constructive and positive feedback to staff.

• Always complies with appropriate legal, regulatory, internal control and quality standard requirements of the Credit Union.

Who are You?

• Must possess and consistently deliver strong customer service and sales skills.

• Ability to be well organized, team-player, motivated and flexible with working hours.

• Possess and demonstrate the ability to maintain organized and accurate records.

• Display proficiency with Microsoft Office software programs.

• Possess excellent oral and written communication skills.

• Able to work Saturdays, holidays and overtime as needed.

• Complies with appropriate legal, regulatory, internal control and quality standard requirements of the Credit Union including the Bank Secrecy Act

• A minimum of three (3) years of related experience and/or training; or equivalent combination of education and experience in a financial institution.

Why Join Us?

Our compensation package includes an excellent benefits program including medical, dental, vision and life insurance plans, generous PTO, 40l(k) contributions, profit sharing, a competitive base compensation, bi-annual incentives as well as tuition reimbursement.

SFFedCU is an Equal Employment Opportunity Employer. In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history of cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified candidates with arrest and conviction records.

Last updated on Oct 2, 2024