Credit Union:

America's Credit Union


Washington State - Puget Sound Area





Job Description:


This position exists to lead all aspects of member relationships delivered through the branch. This encompasses all retail and small business relationships, plus all aspects of the deposit relationship for business accounts. This position is the “face” of the credit union to the member, serving as a point of contact and coordination even when fulfillment of a product or service may be largely completed elsewhere. This position is the lead relationship manager for all retail and small business customers, and a coordinator/support position for other relationships. The job is a combination of sales, coaching, training, delivery, fulfillment, analysis, and communications. This position reports directly to the Regional Operations Officer.


  • Branch profitability goals are met or exceeded
  • Branch sales and growth goals are met or exceeded
  • Goals set for other business groups that work with the branch – investments and mortgage are attained
  • Key member relationships are maintained
  • Branch staff has strong product and process knowledge
  • Losses and other risk issues are effectively managed, and financial losses are within acceptable guidelines
  • All compliance requirements are met
  • Coach and supervise branch Member Service Representatives (teller) and Member Service Representative (new accounts & loans) staff in sales and servicing activities
  • Personally, manage the largest, most profitable relationships at the branch, as identified by size & profitability. Generally, this would be the top 10-20 relationships
  • Coordinate the cross-selling and delivery of deposit services to membership base
  • Coordinate the referral of opportunities to investments & mortgage. Work with those teams to ensure referrals are sent to the branch
  • Lead the sales of Internet banking, Online Banking, Bill Payment, EFT and other electronic services to build usage, cement relationships, and migrate members to an array of channels for the relationship
  • Manage all delivery to members – loan applications, deposit opening/servicing, teller servicing – to ensure service levels are maintained or exceeded (those service levels will have speed, accuracy, and personalization components)
  • Serve as the credit union representative in the community. Actively participate in community events and organizations. Successful managers will be seen as the local “brand” of the credit union
  • Create and implement training plans for every branch staff member utilizing training and other resources
  • In addition to managing credit union staff, this position will need to manage many peer-to-peer relationships to ensure successful goal attainment, including: Mortgage, to insure appropriate referrals and goal achievement; Investments, to provide options to our members to diversify their financial holdings; Commercial Lending, for relationship management with common members; eBranch, for joint servicing of members and fulfillment of eBranch sales; HR/Training, for all hiring, training, progression issues; Operations, to ensure that all policies and procedures are being correctly followed, and to provide input about which are not working with recommendations for improvement; other sales positions, for referrals and joint sales; CFO/Accounting, to understand all aspects of the branch profitability and to ensure accuracy of charges