Assistant Branch Manager - Willis/O’Hare Branch

The incumbent in this position is responsible for the daily supervision of an Alliant Branch, under the guidance and management of a Branch Manager. Providing direction and guidance to a team of Member Benefits Specialists and Relationship Advisors, the Assistant Branch Manager ensures a high quality of member service within the assigned branch and models and coaches in best practices to support the team in the successful achievement of all assigned sales and services objectives. Resources to do the job require advanced knowledge of credit union products, policies and procedures, as well as strong problem-solving and leadership skills.  General supervision is received from the Branch Manager or Senior Branch Manager (where applicable).

Branch Sales & Service Leadership:

Establish and maintain appropriate member response guidelines and standards for all correspondence released by the department.

Interface with members and research and respond to email correspondence; seek support of internal stakeholders as needed.

Supervises daily opening and closing of assigned branch.

Monitors service quality within the branch; models and coaches positive behaviors to achieve a high standard of member advocacy as measured by the branch member survey.

Tracks branch performance to assigned goals and assists Branch Manager in developing local sales strategies to grow business.

Models need-based, relationship sales skills to branch staff and originates/refers new memberships, deposit accounts, consumer and equity loan applications, and ancillary products through in-branch consultations with members.

Partners with Financial Advisors in the planning and promotion of area Retirement & Investment Services events and referral strategies.

Supervises team efforts as well as independently initiates outbound telemarketing to members, including new member welcome calls and other targeted marketing campaigns.

Participates in outside business development activities, including sponsor-related events, community networking, and dealer outreach.

Performance Management:  

Serve as a lead coach trainer lead for new and existing employees.

Monitor employee knowledge levels and identify learning/training needs.

Coach employees by interpreting credit union policies and referring to procedure manuals. 

Foster teamwork and employee engagement.  Support employees so as to develop and retain talent for future organizational growth opportunities.

Apply great management practices in leading an engaged workforce as defined by Q12

Gallup process to effectively deliver the value of this function.

Collaborates with Branch Manager to ensure that individual development plans are in place and provides relevant feedback for annual and mid-year performance reviews.

Completion of a Bachelor’s degree in business, education or training and development or a related field and minimum 5+ years of customer experience management; or an equivalent combination of training and experience.  Previous supervisory experience in a customer service function required. Excellent communication, relationship building, and organizational skills required.  Must be proficient in the Microsoft Suite of Products - PowerPoint, Word, Outlook, Project, and Excel.