Market Manager

The Market Manager is responsible for leading and managing the branch office by providing World Class Service to our membership and community in directing and coordinating all the activities of a remote Credit Union branch facility, including direct supervision of all office personnel, ensuring the team consistently provides the best member experience possible as well as manage the safety and security of the branch. The Market Manager will lead the team to guide and advise members on products and services offered by the credit union that fit their financial needs and promote growth and profitability by developing and expanding member relationships and retention.

JOB SPECIFIC DUTIES

• Serve as a Sales Leader by ensuring the branch is meeting and exceeding sales and member service goals. Monitors and supports the marketing efforts, sales activities, call nights and quality service efforts to include the number of transactions, production and loan volume, new accounts and teller activities to ensure the implementation, compliance, monitoring and attainment of branch goals.
• Ensures that all members and visitors are greeted and welcomed to the credit union in a courteous, professional and timely manner.
• Ensure branch operations are successfully conducted in accordance with established Credit Union policies, procedures, and federal, state and local legal and regulatory requirements.
• Responsible for hiring, mentoring, coaching and evaluation, documenting, scheduling and developing all employees.
• Mentor, coach and train employees on how to deal professionally and effectively with all members, Shared Members, Segregated Employees Groups (SEG), Partner Companies (PC) and other Credit Union vendors.
• Ensure staff is trained and knowledgeable in all Credit Union products and services and all related job responsibilities.
• Oversee the workflow on an ongoing basis to determine staffing requirements.
• Oversee work schedules for all employees in their area to ensure proper coverage to ensure a positive member experience.
• Conducts regularly scheduled staff meetings to provide and seek input in the areas related to operations, sales and overall staff development.
• Promotes Credit Union programs and encourages new memberships by actively participating in internal and external business development activities.
• Identifies the needs of current or potential members and determines the best approach to present the Credit Union's services and products in order to maintain and/or generate new relationships.
• Represents the Credit Union and provides leadership in key community activities including business, charitable, civic, and social organizations.
• Develops and maintains current SEG's and PC's relationships.
• Seeks and encourages continuous improvement opportunities with all sales and operations processes which include the ordering of cash, balancing of all transactions throughout the day, reviewing and resolving out-of-balance problems, authorizing over/short adjustments and notifying the appropriate departments. Scheduling and conducting "surprise audits" as necessary to verify the accuracy of the vault cash, teller balances, etc.
• Prepares required reports and records. Ensures branch operations are properly documented.
• Maintains communications with the main office; prepares and submits standard reports; attends scheduled management meetings.
• Respond to escalated members' requests, complex problems, and complaints, resolves issues, and if necessary coordinates with the appropriate department for specific information and assistance while ensuring a sense of urgency for resolution.
• Perform audits of the team to ensure the quality of work, documentation, and compliance with all established Credit Union policies, procedures, federal, state, local legal and regulatory requirements.
• Oversees the subordinate personnel in balancing daily transactions; examine, evaluate, and process loan applications in absence of subordinate personnel.
• Oversee the research of teller out of balances and recommends corrective flow of work and/or corrective disciplinary action where required.
• May assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Escalates problems that are beyond their authority to the appropriate departments, along with their recommendations.
• May perform as a teller as needed, filling for peak schedules or for an absence or shortage on the teller line. May process member transactions, including but not limited to deposits, withdrawals, payments, transfers, check cashing, bonds, etc. ensuring compliance with Credit Union policies and procedures.
• Responsible for the general maintenance of the branch and the safety and security of employees and members.
• Oversees the enforcement of safety and security procedures, physical maintenance of the branch and ATM and the immediate perimeter of the branch, and inventory of supplies and provide a professional and safe work environment.
• Respond, as needed, to after-hours alarms or ATM service requests.
• Responsible for overseeing the branch budget in support of the overall Credit Union strategy

We offer Excellent Benefits such as:

• Medical, Rx, Dental, and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer, and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• Tuition Reimbursement/Student Loan Paydown Program
• And so much more!

Qualifications: 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 essential functions.

• An individual in this position is required to interact regularly with all credit union members, shared services members, employees, and external insurance vendors; therefore outstanding interpersonal skills are a must.
• Ability to handle escalated member issues
• Ability to read and interpret documents such as procedure manuals and provide feedback for improvement as necessary.
• Ability to write, review and analyze reports and correspondence.
• Ability to effectively communicate in writing and verbally with members or employees of the organization and community and business liaisons.
• Ability to provide feedback, coach, document and hold team members accountable.
• Encourage and participate in teamwork, as well as, the willingness and ability to learn, communicate and train new tasks and duties within a changing and work in a high volume, fast-paced work environment.
• Ability to ensure minimal to no errors are made while handling job functions.
• Ability to mitigate fraud and adhere closely to security standards of operation.
• Ability to demonstrate critical thinking skills

Education and/or Experience

• Four-year degree in business/finance-related subject preferred. High School Diploma or general education equivalent required.
• A minimum of 8 years of relevant branch management and member sales and service experience is required and 5 years of customer service experience preferred.
• Experience managing a financial institution branch or related required.
• Strong Knowledge of Credit Union product offerings, as well as all services, provided preferred.
• Intermediate knowledge of computers (MS Office, Outlook, Word and Excel)
• Excellent written and oral communication skills.
• Written skills to include email etiquette.

Tropical Financial Credit Union is an Equal Opportunity Employer committed to providing equal employment opportunities to all qualified individuals including protected veterans and individuals with disabilities.