Role: To direct and mentor the staff to provide quality consultative member service to ensure members needs are met. Mission: Building relationships one member at a time. Vision: Members are more than just a number.

Criteria: To qualify for the Supervisor ll distinction, the branch must meet certain criteria for the following: FTE, new members, Better Lobby transactions, BSR transactions, and amount of Consumer Lending annually.

Essential Functions & Responsibilities:

40% Creates schedules for the Branch to ensure adequate coverage for positive member experience. Accountable for high standards and responsiveness to ensure fulfillment of external and internal member needs. Monitors daily activities of the staff; hire, train, direct and evaluate employee performance within the branch; recommends promotions, transfers and salary adjustment; delivers solutions to members through interactive conversations to assess and address their needs. Actively engages with members to identify referral and sales opportunities across all business lines as well as observe staff to ensure they are actively referring and cross selling the appropriate products and services that meet the needs of both prospective and existing members; engages in relationship management activities in accordance with established corporate goals and objectives; identify performance problems and take action to correct, including termination; acts as back-up to Branch Manager during absences.

30% Welcomes members and provides routine information concerning services and enlist additional support to handle the members need in a timely manner; processes routine transactions and associated general member and account servicing duties with a high level of accuracy and efficiency, opens and processes new accounts, including savings accounts, business accounts, trust accounts, certificates, IRAs and checking accounts; Has a working knowledge of consumer, Mortgages and small business lending, including the ability to discuss credit reports, credit scores, etc.; Accepts and processes consumer loan applications and closes loans within established guidelines, loan policy and procedures and compliance regulations handles requests in a professional, prompt and efficient manner; cross sells credit union products and services to members to make them more financially successful.

15% Orders vault cash, fills and balances ARCA machines, handles and disburses cash to staff, assures that adequate supply of these items is kept (not excessive) to meet member needs, performs various administrative duties including maintaining records, preparing a variety of forms, reports, daily vault balancing and completion of the branch audits. Meets balancing requirements as outlined in the Branch Employee Performance Standards.

10% Keeps informed of the latest changes in credit union policies and procedures relating to security, compliance, rates, and consumer protection laws and ensures staff are trained. This individual will have the authority to provide any necessary system overrides and oversight of the branch as required. Will adhere to security measures and controls to minimize any potential losses to the CU. Empower has identified and established role specific BSA compliance course training that will be assigned by role requirements through BVS and must be completed by the deadline specified.  

5% Performs other related duties as assigned; must be able to work flexible hours, including Saturdays, at any/all branch locations.

Performance Measurements:

1. See Dayforce for Performance

Goals Knowledge and Skills:

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED. NMLS Licensing required.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills:

1. Ability to manage and maintain a high level of education and training for all branch staff.

2. Must have excellent verbal and written communications skills along with the ability to conduct employee training.

3. Must have working knowledge of spreadsheets and word processing software; must be able to use a PC and all types of general office equipment.

4. Strong decision making / problem solving skills are required.

5. Ability to plan and organize multiple tasks and assignments.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Diversity, Equity, and Inclusion Statement: "At Empower, we value and celebrate diversity with commitment to building equitable and inclusive environments for employees and the members we serve. These environments foster connection and belonging, create spaces for all individuals to be empowered, and allow individuals to participate authentically to their full potential. We foster a culture of diversity, equity, and inclusion across race, ethnicity, disability, gender, gender identity or expressions, sexual orientation, religion, socioeconomic status, learning style, country of origin, language, political ideology, military status, cultural perspectives, and other characteristics that make our employees and members unique.”

EEO Statement: Empower Federal Credit Union is committed to equal opportunity to qualified persons without regard to basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law.