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Service Manager

SouthPoint Financial Credit Union
Job Description
TITLE: Service Manager
REPORTS TO: Regional Service Manager
JOB TYPE: Full-Time                                   
DEPARTMENT: Retail Services                 
DATE:  01/2018
Serves as a Service Manager in the credit union branch setting.  The primary responsibility is to provide excellent service by demonstrating the principals of SouthPoint Financial Credit Union, and adhering to the vision of “doing the right thing for the right reasons”.  This position must also adhere to the core values of SouthPoint through demonstrating:
  • Knowledge – Seek to advance and share knowledge
  • Relationships – Focus on people first
  • Sustainability – Ensure a healthy future for the organization
  • Mutual Benefits – Seek solutions that add value to the organization and the members
  • Team Driven – Work together for a common goal
The Service Manager has overall responsibility for managing day to day operations of the credit union branch by supervising staff, maintaining compliance, security and operations.  Has responsibility for member relations at the branch as well as ensuring that the branch is staffed with highly qualified, well trained employees.  Responsibilities include an emphasis of time spent working one on one with branch staff to coach, support and reinforce sales and service expectations.  This position works closely with the Retail Service Manager and Market Managers to achieve sales and service goals consistent with the Credit Union’s core values and strategic goals and objectives.
  1. Implement and maintain operational procedures to maximize efficiency and quality of work and to provide consistent superior service to members.
  2. Encourage and develop cooperation among staff members and between branches to ensure a “team effort” and prompt, courteous member service.
  3. Maintain ongoing communication with the Regional Service Manager, informing him/her of all pertinent problems, irregularities, new developments, changes and other important information within area of responsibility.
  4. Evaluate job performance of branch employees to ensure quality of work and service to members.  Recommend salary adjustments based on these evaluations.
  5. Promotes and leads in a sales and service culture that guides branch growth and profitability and strives to achieve member satisfaction by maintaining a quality and committed service to the credit union’s membership. 
  6. Promotes SouthPoint Financial Credit Union member service culture, philosophy and values ensuring quality and teamwork in all areas by coaching and providing support in the department and throughout the organization.
  7. Formulates branch sales and referral plans, objectives, strategies, and tactics in support of the business plan; assists in identifying, introducing, monitoring and reporting additional programs designed to motivate staff towards performance, ensuring internal control and compliance; manages the execution of projects and ensures proper tracking is in place to prepare post analysis of results and evaluate for future enhancements. 
  8. Actively participating in community relations efforts to contribute to the mission and visibility of SouthPoint Financial Credit Union. 
  9. Manage the security and safety of the branch, by having responsibility to adhere to security and safety policies and procedures, and to alert staff to any changes.
  10. Implement ongoing training and cross-selling programs to enhance individual development in sales, service, product knowledge and interpersonal and technical skills.
  11. Oversee vault cash, ATM, TCR and cash orders.
  12. Oversee and assist with end-of-day balancing for Member Advisors as necessary.
  13. Manage the branch facility, with responsibility for its overall physical maintenance, cleanliness, orderliness, etc.
  14. Adhere to and uphold all written policies and procedures of the credit union, including BSA/CIP and OFAC monitoring and reporting, security operation and personnel policies.
  15. Coordinate work schedules with vacations and approved leaves of absence to ensure adequate coverage is maintained during operating hours.  Approve absences in accordance with established policies.
  16. Encourage staff to expand their education through courses, seminars or conferences as supported by the budget.
  17. Perform other duties as assigned.
  1. Attend meetings, conferences, seminars and training courses.
  2. Assist as necessary with Credit Union exams/audits.
  3. Coordinate with vendors as necessary.
  4. Serve as backup to Member Advisors on occasion as necessary.
  5. Meet with members and employees to discuss problems and/or concerns.
  6. Abide by all Bank Secrecy Act responsibilities for this role.
  1. Requires professional, well-developed interpersonal skills necessary for communicating with members, employees and vendors on Credit Union-related matters.
  2. Promote excellent member service skills and display professional image, leadership by example.
  3. Able to be flexible and adaptable to changing job requirements.
  4. Able to effectively and professionally communicate, including both written and verbal communication, with all employees and SPFCU members.
  5. Able to work on multiple projects simultaneously. 
  6. Highly organized, self-motivated, and self-managed (sets/clarifies goals).
  7. Able to work independently to perform assigned accountabilities, as well as able to independently identify work that needs to be done.
  1. Requires completion of high school education.
  2. Requires at least three years of progressive work experience in a financial institution, or requires 2 year degree in related field, or equivalent combination of education and experience.
  3. Minimum of one year of experience in management or supervisory capacity preferred.
  4. Requires intermediate mathematical skills (calculations and concepts involving decimals, fractions, percentages, etc.).    
  5. Intermediate Automated Systems skills required. 
  6. Must meet SAFE ACT registration requirements.?
  7. Requires thorough knowledge of the Credit Union's policies, procedures, programs, products and services as they relate to assigned areas.                                                                                                                                                 
  1. Sitting 90-95% and standing 5-10%.
  2. Working at a computer 85% of the day.
  3. Occasional lifting up to ten lbs.
  1. Works in a typical administrative setting with climate control and appropriate lighting.
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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