Branch Operations Manager

In conjunction with the Branch Manager, the Branch Operations Manager is responsible for the operations of the branch and achieving sales and service goals. The Branch Operations Manager will assume all Branch Manager responsibilities in the absence of the Branch Manager.

Customer Service

Coach team members to bring to life all aspects of the USB Customer Service Commitment Charter and the USB brand.

• Lead by example to create a positive branch environment that is friendly and welcoming. Demonstrate a positive and upbeat attitude for your teams and clients on a daily basis.
• Ensure staff's follows USB Quality Service Standards (adhere and ensure that employees follow the "it takes two to say no") guideline.
• Responsible for the branch achieving positive customer service surveys.

Accountable for successful retention of customers.

Handle transactions accurately and efficiently, respecting the customer's time.

Serve as a resource to branch team members resolving customer service issues to ensure satisfactory results.

• Elevate to higher management level when appropriate.
• Respond to customer complaints/concerns within 2 business days and look to resolve issues promptly. Set clear expectations for clients and ensure follow-up is taking place.

Maintain the highest levels of confidentiality and privacy of customer information.

Participate in community service groups/activities.

Promote and participate in lobby engagement.

Maintain branch appearance and facilities making sure the they are well maintained and functioning properly; order maintenance when necessary.

Risk/Operations

Maintain the safety and soundness of the branch by holding team members accountable for operational excellence.

Ensure team & self adhere to all policy and procedures. Correct any audit violations.

Monitor and/or manage branch RCI, overdrafts, charge off's.

Process RIM within authorized limits.

Comply with all S.A.F.E. Act regulations including keeping registration information (including but not limited to name, home address and work address) up to date and status as active.

Provide N.M.L.S. registration number to consumers upon request and in all written communications in accordance with law, specifically on e-mail signatures and business cards.

Perform essential customer transaction functions with accuracy and in a timely manner.

Comply with all requirements of the Fair Lending regulations.

Comply with UDAAP (Unfair, Deceptive Abusive Acts or Practices) regulations.

Ensure all