Director of Retail Branches

TopLine Financial Credit Union has been a member-owned financial services cooperative since 1935. We are looking for outgoing individuals to join our TopLine team that is dedicated to building life-long relationships to help our members reach and manage their financial goals.

A successful Director of Retail Branches will be able to do:

• Promotes TopLine customer service culture, Red Book philosophy and values ensuring quality and teamwork in all areas by coaching and providing support in the department and throughout the organization.
• Leads by example in setting the highest standard of TopLine’s Red Book service for credit union members, employees and business partners.
• Directly manage Member Care Center (MCC) Manager, overseeing entire team, ensuring high levels of member service and efficiency.
• Directly oversee any MCC vendor projects.
• Develop and implement strategies to enhance member experience and call resolution.
• Conduct regular touch bases with MCC Manager
• Perform regular call audits with the MCC Manager
• Monitor key performance indicators to drive continuous improvement in the MCC.
• Provide training, support, and guidance to MCC staff
• Ensure MCC operations align with TopLine’s policies, procedures and regulatory requirements
• Partner with VP of Retail Branches to coach and mentor Branch Managers and Assistant Branch Managers.
• Assist in developing leadership skills among those in management roles and improving performance across the branches.
• Attend, observe and provide feedback to each Branch Manager and/or Assistant Branch Manager regarding their branch huddles/team meetings/touch bases to ensure that these are as effective as they can be with clear expectations and direction. Ensure that touch bases are being documented on a regular basis.
• Work closely with the VP of Retail Branches and Director of Sales to drive front-line branch sales initiatives, including lending, deposits, and other financial products.
• Work with Operations to identify and create a plan to address areas of improvement and execute said plan with staff in the branches to ensure results
• Serve as the first point of contact for escalated member complaints that could not be resolved in branch, ensuring prompt and effective resolution.
• Investigate and address member concerns with professionalism and a solution-focused approach
• Track all member complaints, feedback and resolutions for the VP of Retail Branches and include any recommended process improvements to enhance member satisfaction
• Oversee branch staffing levels and coordinate coverage to ensure seamless operations and shared coverage among branches when needed.
• Work closely with the VP of Retail Branches and VP of Operations to assist in the development and implementation of policies and procedures to enhance operational effectiveness
• Serve as the subject matter expert for branch staff when it comes to specialty accounts (i.e., business accounts, trust accounts, etc.)
• Administer the Assistant Branch Manager (ABM) Development Program hosting monthly touch bases with each ABM.
• Work with Learning and Development to develop and implement other position-based development programs.
• Provide Branch Manager coverage at branches when needed.
• Assist with completing the annual Branch Security Audits and making recommendations for areas of improvement.
• Performs other related duties and special projects as assigned.

Qualifications:

• Four-year degree or related combination of education and experience.
• Minimum of three years of experience in management role within the financial industry specifically in managing a branch network and/or call center for a bank or credit union.
• Strong leadership, communication, and interpersonal skills.
• Thorough understanding of operational processes, compliance requirements and industry best practices.
• Experience in strategic planning, project management, and process improvement.
• Proficiency in technology platforms and systems relevant to credit union operations.
• Demonstrated ability to collaborate effectively across departments and drive organizational change.
• Commitment to excellence, integrity, and continuous improvement.

Salary Range: $82,394.00 - $109,858.67 or (salary)

Benefits:

• 401(k) with Employer Match
• Dental
• Disability Insurance
• Employee Perks
• Flexible Spending Accounts
• Life Insurance
• Medical
• Paid Holidays
• Paid Time Off
• Pet Insurance
• Referral Program
• Vision

Ready to take the next step with us, apply now at https://www.toplinecu.com/careers.

At TopLine Financial Credit Union, we celebrate diversity by offering a work environment that is shaped by individual respect and mutual trust where every individual can thrive. We are proud to be an Equal Opportunity/ Affirmative Action Employer committed to diversity in the workplace and comply with all applicable federal, state, and local laws regarding non-discrimination and affirmative action.