POSITION SUMMARY: Assists branch management team in the supervision and operations of a full-service branch and creates a work environment where staff consistently focuses on delivering Signature Experiences. Fosters a culture within the branch that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Leads, trains and coaches staff to perform transactions, establish memberships, share and loan accounts and related products and services by conducting interviews, completing necessary documents and performing data entry of records in compliance with audit requirements. Assumes responsibility for all branch functions in the absence of the Branch Manager and Assistant Branch Manager. Models desired behavior and promotes optimal member engagement. Motivates staff, reinforces needs driven-selling and referral activity for achievement of branch growth goals. Responsible for educating team members regarding current marketing promotions, engaging new members to become Signature Members within their first 90-120 days of joining the Credit Union, and engaging existing members to deepen their product and service usage with the Credit Union. Supports the organization’s strategic objectives by communicating and tracking goals that are specific, measureable, attainable and timely. Collaborates with the Branch Manager and Assistant Branch Manager to provide staff ongoing informal and formal coaching. Leads staff to achieve assigned goals, and coaches/reviews performance accordingly. Communicates production and referral expectation for consumer loan products, insurance services (WIS and WFS), investment services (WFS), membership growth, home equity products (Branch Mortgage Loan Originators) and first mortgage products (Real Estate Mortgage Loan Originators). Responsible for proactively resolving escalated member inquiries and problems at the first point of contact. Assists members in establishing memberships, loan accounts and loan services, share accounts and savings services by conducting interviews, completing necessary documents and performing data entry of records in compliance with audit requirements. May process transactions for members and frequently serves as the initial point of contact between the Credit Union and the members. Promotes optimal member engagement by providing specific, accurate and timely information to members regarding Credit Union products and services in addition to insurance and/or investment products offered through Wescom Insurance Services and Wescom Financial Services. Responsible for educating members regarding current marketing promotions, for engaging new members to become Signature Members within their first 90-120 days of joining the Credit Union, and for engaging existing members to deepen their product and service usage with the Credit Union. Completes applications for equity products and makes referrals for first mortgage real estate services. There are two licensing options for the Operations Supervisor position and individuals will generally be licensed through either Wescom Financial Services (WFS) or Wescom Insurance Services (WIS). Licensing opportunities for Operations Supervisors will be based on organizational needs. Required licenses must be obtained and actively maintained. Operations Supervisor Licensing Option I: Licensed to assist members with life insurance and fixed annuities in conjunction with Operations Supervisor Licensing Option II: Licensed to assist members with ESSENTIAL POSITION FUNCTIONS: Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes. Assumes personal accountability for maintaining high service standards and operational excellence throughout the branch. Promotes advocacy and takes personal responsibility to ensure that member issues are handled expeditiously. Focuses on delivering Signature Experiences and achieving successful results in the Member Experience Surveys. Creates an environment that supports teamwork and collaboration, within the branch and organization-wide. Performs and provides approvals for various day-to-day transactions including, but not limited to check approvals, check hold decisions, cash verification/approvals, and transaction overrides. Performs and approves various day-to-day loan transactions including, but not limited to loan review and approvals. Provides operational support and acts as a resource for staff regarding policies and procedures. Maintains knowledge of products and services. May perform day to day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs. Supports achievement of annual goals for service, growth, and other key areas for assigned branch. Ensures staff efforts are focused on achieving goals aligned with Wescom’s strategic objectives. Attracts new members and supervises the member and account retention efforts as well as the referral efforts of the staff. Effectively supervises and adjusts to swiftly changing priorities, product and service offerings and systems. Ensures staff knowledge is current and applied. May participate in the selection, coaching, evaluating, and development of staff. Assists branch management with training oversight in the areas of member service, products and services, regulatory training, operations, referrals and interpersonal skills. Meets personal development and training objectives. Achieves core curriculum and required training within establish timeline. Completes Wescom University core curriculum, including required regulatory training. Mentors other team members in skill development. Ensures training objectives are met and that Wescom University core curriculum is completed by branch employees. Requires knowledge of consumer lending and experience with the loan origination process, including application processing, pricing, documentation, disclosures, and funding. Identifies lending growth opportunities and supervises staff’s activities and tracking. May assist members with savings products, including checking and certificate accounts, money market accounts and Individual Retirement Accounts. Remains proficient in the legal aspects of accounts (e.g. trusts, fiduciary accounts, Power of Attorneys, etc.). Provides service as Notary Public. Licensing Requirements: Offers life insurance and fixed annuities products to members as appropriate. A California Life Insurance License is required and must be actively maintained. Utilizes a formalized profiling process and financial needs assessment to make recommendations toward suitable products and/or services for members. Refers members to a Wescom Financial Services Financial Advisor as appropriate. Offers property and casualty insurance products to members as appropriate. A Personal Lines Insurance License is required and must be actively maintained, Utilizes a formalized profiling process and financial needs assessment to make recommendations toward suitable insurance products for members. Refers members to a Wescom Insurance Services Representative for additional products as appropriate. Ensures branch compliance with audit and security standards, policies and procedures, loss prevention measures and the safeguarding of Credit Union assets. Performs routine audits of negotiable instruments as well as review and balancing of assigned GL reconcilements. Ensures quality control of memberships opened and loans funded at the branch. Maintains confidentiality of Credit Union and member records. Contributes to Wescom growth through needs-based sales and service skills to match services to member needs. Ensures optimal member engagement and a migration to appropriate delivery channels. Consults with members for insurance and investment services to WIS and WFS. Takes applications for home equity products and makes referrals for first mortgages to Mortgage Loan Originators in Real Estate. Oversees expense control in areas including salaries, overtime and the purchasing of supplies. Protects the Credit Union’s financial interest by controlling and balancing assigned cash drawer, negotiable items received and disbursed during daily transactions, identifying payees, verifying signatures and endorsements, and maintaining Teller Balancing Standards. Participates in the servicing of coin and cash machines. Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills. Must have effective human relations skills in order to maintain positive and productive working relationships with others. Attends required meetings as well as conducts branch staff meetings, as needed. May participate in in-house training, self-studies and outside seminars and classes. Ensures that the physical environment of the branch is maintained according to Wescom standards. Ensures individual appearance and demeanor reflects the desired level of professionalism, and holds staff accountable for same. Maintains good attendance and punctuality in adherence with Wescom policy. EDUCATION AND EXPERIENCE: Bachelor’s Degree and previous supervisory experience or financial institution experience is preferred. REGISTRATION: Nationwide Mortgage Licensing System (NMLS) registration is required and must be maintained for all Branch Mortgage Loan Originators. Maintains License as a Notary Public. LICENSES: California Life Insurance License (WFS) OR Personal Lines License (WIS) OTHER SKILLS AND ABILITIES: Must be proficient in job related technology applications including the Credit Union’s operating system and lending system. COMPUTER SKILLS: Proficient with Microsoft applications (Word, Excel, PowerPoint, Outlook). Must be proficient in technology applications including the Credit Union’s operating system and specialized software required for performance of position. MATHEMATICAL SKILLS: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to draw and interpret bar graphs. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl, talk or hear and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing functions of this job. The noise level in the work environment is moderately quiet. It is a non-smoking environment. The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by management.