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Solutions Manager

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Posted: 01/31/2021

IC Mission

To improve the well-being of our Members by providing innovative products and services while promoting Member education and community support through a team of caring, knowledgeable and empowered professionals.

 

IC Benefits 

  • 401(k)
  • Company Match
  • Profit Sharing
  • Employer Paid Basic Life, AD&D, STD, & LTD
  • Dental
  • Health 
  • Vision 
  • Flex Spending 
  • Dependent Care
  • Birthday Day Off
  • Vacation Time
  • Personal Time
  • Sick Time
  • Travel Assistance
  • Health Club Reimbursement
  • Community Volunteer Programs

 

Position Summary 

The Solutions Manager is responsible for leading and supporting their assigned team in accordance to the Credit Union’s Mission and Vision. The Solutions Manager will follow the direction of the VP Retail Banking under the guidance of the SVP Retail Banking & Marketing, and support the performance goals and objectives set to contribute to the organizational goals. They will direct efficient daily operation of the branch office, including lending, product and service sales, business development, member service, and security and safety in accordance with the Credit Union’s objectives. 

 

Develops new deposit and loan business; provides a superior level of member relations and promotes the sales and service culture through coaching, guidance and staff motivation; achieves individual and branch sales goals through new business sales, referrals and retention of account relationships. Provides leadership, training and supervision; delegates day to day operations to the Assistant Solutions Manager or designated Solutions Advisor. Actively participates in community affairs to increase the Credit Union visibility and to enhance new and existing business opportunities. 

 

The responsibility of this position is to provide informed advice and service to any member inquiry through all of our retail banking channels including Branch Offices, Call Center, Internet Banking, Online, Lending, or other sales and service delivery channels as described from time to time. This position is an advocate for our members and will recommend and refer products and services that will benefit the member’s needs.  This does include but is not limited to performing all teller and platform tasks, consumer loan origination and closings, Equity applications and Equity Closings, and Mortgage applications while adhering to all Credit Union policies, procedures, and Federal Regulations. 

 

Essential Functions

  • Manage the branch facility, with responsibility for its overall physical maintenance, cleanliness, orderliness, etc. 
  • Hold regular staff meetings to discuss areas needing improvement, goal status, changes in procedures, new developments or services and to present general information.
  • Create and support a sales and service culture within the branch; Build and promote branch identity, drive sales and promote overall ownership and accountability for improving member service and branch success. 
  • Manages, coaches, directs and motivates every branch team member to promote and maximize sales opportunities. 
  • Set sales and performance goals, provide training, timely review of progress, and maintain performance documentation. Ensure that excellence, efficient, accurate and professional service is provided to the members. 
  • Monitor office activity including number of transactions, volume, teller errors, loan volume, new accounts, etc. 
  • Build solid partnerships with local businesses. Identify and target new business by networking within the community, and by conducting outside business calls.
  • Uses established procedures to ensure credit union security is maintained at all times. Ensures branch security including regular robbery training staff, appropriate control of keys and security codes for responsible branch. 
  • Create and manages the branch business plan by identifying areas of improvement and develop corrective actions that meet challenges and growth opportunities.
  • Responsible for assisting in interviewing, selection of applicants and training new hires.  
  • Assists in setting sales and performance goals, provide training, timely review of progress, and maintain performance documentation. Ensure that excellence, efficient, accurate and professional service is provided to the members.
  • Responsible for the opening, balancing, auditing and securing of the vault cash.  Assist other individuals in buying and selling as well as the receiving and shipping of cash and coins.   
  • Required to maintain current knowledge of all credit union products and services.
  • Engage with Member to use onsite or electronic devices for basic transaction needs and if still needed perform various teller transactions (e.g. withdrawals, deposits, loan payments, etc.) and ensure that assigned cash is maintained, balanced and secured according to the standards outlined in the credit union’s policy manuals. Included in the teller transactions is the daily scanning of the teller work.
  • Perform various platform transactions (e.g. deposit account openings, IRA processing, Electronic Banking processing, etc.) and ensure that all supporting documentation is completed accurately and timely.
  • Perform various Consumer Loan Applications and Closings (e.g. Car Loans, Credit Cards, Personal Loans, etc.) and ensure that all applications and supporting documents are completed accurately and timely.
  • Perform Mortgage and Equity Loan Applications and closings and ensure all applications and supporting documents are completed accurately and timely.
  • Meet and exceed all assigned individual and team goals. 
  • Engage with Member to use onsite or electronic devices for basic transaction needs and if still needed perform various teller transactions (e.g. withdrawals, deposits, loan payments, etc.) and ensure that assigned cash is maintained, balanced and secured according to the standards outlined in the credit union’s policy manuals. Included in the teller transactions is the daily scanning of the teller work.
  • Nationwide Mortgage Licensing System (NMLS) number to be maintained.
  • Obtain Notary Public.
  • Obtain Medallion credentials.
  • Answer Telephone calls from members concerning personal accounts, IC Credit Union products and services and resolving member’s problems. 
  • Satisfactorily completes all required compliance training and complies with all regulations that apply within the scope of the position. 
  • Regular and reliable attendance.
  • As required and on a regular basis, participate in the credit union’s training programs.  Ensure that all security and regulatory standards are being maintained and followed. 
  • Actively work with assigned team and assigned team locations to keep a consistent member experience in all locations.
  • Assist in the administration of the Sales and Service programs for the credit union.  Ensure that the credit union meets sales, service and growth targets for all assigned delivery and sales channels.  Evaluate supervised employee effectiveness and performance through the application of individual and group training techniques and programs. Exceeding the sales goals of the department goals.  Enhancing the corporate sales culture.  
  • Assisting in the advancement and development of department personnel by coaching, reviewing, and holding team meetings.
  • Set goals and review appropriately all assigned personnel for each location in a timely manner that enhances the credit union’s overall goals. Approve all assigned personnel requests per policy and procedure. 
  • Provide support to member inquiries, approving appropriate requests. 
  • Enhancing the image of the organization in the community by attending community events, participating in the credit unions volunteer opportunities, and encouraging all positive interactions on social media, and other media outlets.
  • Responsible for Security and operations of all assigned locations 

 

 Responsibilities

  • Actively suggests efficiencies through innovative ideas.
  • Perform other duties as requested by management.
  • May be required to work in different branch locations.

 

Experience Requirements (Education, Work Experience, Industry Knowledge) 

  • Minimum five years’ experience in Retail or Branch Banking environment, with at least two years in manger or supervisor role. Bachelors’ Degree in related field is preferred. 
  • Good working knowledge of channel management, demonstrated sales success, ability to promote sales culture, sound judgment, problem solving skills, positive/professional approach with strong communication skills, and development and awareness of emerging trends in the delivery of financial products and services.   
  • Must be able to work well with highly motivated individuals with the objective of assisting the individual in the meeting their performance goals.  
  • Self-initiative, excellent communication skills, a strong commitment to member service and ability to work collaboratively in a team environment.  
  • Must be adept in use of Excel, Word, PowerPoint, and other data base applications. 
  • Ability to maintain a professional appearance. 

 

Physical Demands/Condition Requirements 

Physical requirements include, but are not limited to, general office environment, ability to move floor to floor, ability to travel from branch to branch, and ability to work unusual hours as needed including early mornings, evenings and weekends.

 

Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department. 

IC Federal Credit Union is a committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, protected genetic information, national origin, ancestry, sex, age, disability, veteran’s status, or sexual orientation. 

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