Branch Supervisor 2

Pay Range: $73,944.00 - $90,705.00

Remote Eligible: No

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

 

General Purpose of the Position 

This role is responsible for assisting with the direction and administration of branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. This role supervises a full range of services to both current and prospective members, ensuring prompt, professional, and personalized service, along with effective collaboration across departments. The Branch Supervisor acts as Branch Manager when needed, and provides training, direction, and supervision to branch staff to ensure efficient, consistent, and high-quality service. Additionally, this role performs various branch-related functions as required. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following).  May perform other duties as requested or assigned.  

Member Service & Problem Resolution 

• Answers Member Advocates’ questions, solves problems, and assists with complex transactions and sensitive member relations problems. Makes judgments for Member Advocates (within limits of authority) pertaining to all operations of branch. 

• Ensures that members' requests and questions are promptly, efficiently, and courteously resolved. Explains policies and procedures to members. Answers member’s questions or refers appropriately.  

• Demonstrates “escalation resolution” skills to effectively address critical member needs and concerns, recognizing and championing branch/organizational opportunities such as process improvements. 

• Assists with Member Advocates functions. Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable). Verifies deposits, process loans, and approve transactions within established limits 

• Provides excellent service by demonstrating courtesy and personal concern for members and coworkers needs and followsup to ensure those needs are met.   

• Promotes branch business development and seeks to broaden member base.  

• Responsible for reviewing and responding to Member Loyalty surveys in a timely manner and sharing any feedback internally as appropriate. 

• Reviews and monitors the work of branch personnel. Provides suggestions to leadership and supports as necessary. 

Team Leadership & Development 

• Responsible for interviewing, hiring, and training Member Advocates, as well as planning, assigning, and directing work. Assists with new employee orientation and staff training sessions, ensuring employees are well-trained in all aspects of their roles.  

• Ensures employees are knowledgeable about Credit Union products, services, and policies. 

• Effectively cross-sells and coaches employees to offer Credit Union products and services to its members. 

• Helps lead change management efforts by guiding the team through new initiatives, process updates, and organizational changes to ensure smooth transitions and continued service excellence. 

• Assists with tracking individual progress, conducting performance appraisals, and formulating and implementing corrective actions as needed. 

• Contributing beyond the branch by supporting and leading organizational projects. 

Operations & Compliance  

• Ensures Branch security. Assists with opening and closing the building in accordance with set hours. Tests security equipment as assigned. 

• Supports branch and team by verifying operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, and audit standards. Provides suggestions for improved effectiveness. 

• Completes required reports and records and ensures that Branch functions, internal controls, and audits are properly documented. 

• Ensures that the Branch cash and transactions are in balance at the close of each day. This includes ensuring that all reports are prepared. Provide assistance to Member Advocates as needed. 

• Investigates ATM and Member Service out of balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures that each Member Advocates balances at the end of each day and secures all funds in compliance with established procedures. Maintains ATM functionality and oversees cash vault operations including ordering, balancing, resolving discrepancies, and maintaining appropriate cash levels in all cash entities. Assists with Member Advocates functions.  Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable). 

• Assists with implementing changes to established policy and procedures within the Branch. 

• Assists with determining appropriate staffing levels and scheduling employees. 

• Ensures that the Credit Union's professional reputation is maintained. 

• Replaces Branch Manager as necessary. Assists with personnel functions and operational oversight as assigned. 

• Ensures that work area is clean, secure, and well maintained. 

• Required to comply with NCUA requirements and register as a Mortgage Loan Originator and keep a current registration in compliance with the SAFE Act. 

• Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC. 

• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA) and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position.  

• Actively serve as a Notary Public and Medallion/Signature Guarantee for the branch. 

 

Requirements 

• Bachelor’s degree or four years related experience and/or training; or equivalent combination of education and experience. 

• Ability to establish and maintain effective working relationships with other administrative officials and the public. 

• Ability to apply interpersonal skills that develop member confidence, respect and trust in Credit Union of Colorado and develop cooperative relationships with all levels of people throughout the organization. 

• Ability to operate related computer applications and business equipment.  

• Ability to exercise good judgment and discretion in applying and interpreting credit union policies and procedures.  

• Ability to turn ideas into action and quantifiable results.  

• Ability to communicate and connect effectively  

• Ability to inspire trust and confidence from their teams, peers, and organization   

Nice-to-Haves:  

• Demonstrated effective leadership skills to select, motivate, develop and supervise assigned personnel. 

• Understanding of all branch operations and functions.  

• Understanding of credit union services and products.  

• Understanding of Credit Union philosophy. 

• Understanding of Credit Union’s field of membership. 

• Knowledge of legal and regulatory requirements.  

• Knowledge of basic accounting. 

• Relevant industry experience a plus  

• Strong organizational, project management, and analytical skills.  

DIRECT REPORTS   

• Branch Member Advocates 

• Assistant Branch Supervisor, if applicable 

PHYSICAL DEMANDS    

• While performing the duties of this job, the employee:  

• is typically required to remain stationary for long periods    

• is occasionally required to lift/move or transport up to 10 pounds  

• needs to occasionally move about inside an office to access files, mail, office machinery, etc.  

• constantly operates a computer and other office equipment, such as a phone, copier/printer, etc.  

• needs to position self to maintain computers, including under desks and in the server closet.  

• frequently communicates with members and co-workers. Must be able to exchange accurate information in these situations  

• will travel to visit CU location as needed 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

 

Core Competencies 

MEMBER FOCUSED 

Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied. 

COOPERATION AND TEAMWORK  

Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals’ strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully. 

DECISION QUALITY  

Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others’ ideas and facts to form a better decision. 

PROBLEM SOLVING  

Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome. 

ACTION ORIENTED 

Overcomes procrastination through execution. Places a top priority on getting results. 

ADAPTABLE 

Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths. 

INNOVATION 

Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.  

STRATEGIC AGILITY 

Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.  

LEADING COURAGEOUSLY THROUGH VISION AND VALUES 

Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.  

MARKET KNOWLEDGE & COMPETITIVE MINDSET 

Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.  

FISCAL RESPONSIBILITY 

Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management. 

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.