Bilingual Branch Experience Manager

Responsibilities

• Sales and Service:
• o Manage branch, employees and resources to ensure delivery of excellent service to all Members, volunteers, internal employees, and service providers by ensuring that Members are informed and aware of our full range of products and services.
• o Branch goal achievement by ensuring staff effectively cross-sells RCU, RCU Investment Services, RCU Insurance Services and RCU Auto Services products and services.
• o Allocate assigned goals among branch staff ensuring overall branch goal achievement.
• o Support an effective sales and service culture by coaching, recognizing and rewarding branch staff for achievement of sales and service goals.
• o Establish and maintain relationships with key contacts in the community.
• o Identify and drive additional business opportunities through community involvement and business development efforts.
• o Participate in community events, community volunteer boards & associations.
• o Adjust community and business development activities to align with the organizational priorities.
• o Conduct regular one on one coaching sessions with all branch staff.
• o Plan, coordinate, communicate, and execute regular sales and service meetings.
• o Ensure timely resolution of identified Member issues.
• o Ensure staff is scheduled appropriately to ensure superior Member service and branch needs are met.
• Branch Administration:
• o Ensure ongoing staff training and development.
• o Plan, coordinate, communicate, and execute regular staff meetings.
• o Ensure branch staff receives and understands important organizational communication.
• o Collect and analyze weekly/monthly reports to evaluate strength and weaknesses of branch to improve performance.
• o Actively recruit, interview, select, and hire qualified employees.
• o Conduct and deliver performance evaluations and merit increases for branch staff.
• o Coach, mentor, motivate, develop and discipline branch staff.
• o Attend and participate in internal meetings and disseminate information to staff.
• o Professionally represent the credit union at external functions and activities, acting as an ambassador for RCU.
• Branch Operations:
• o Review and identify cost effective and efficient utilization of branch resources.
• o Ensure acceptable branch audit by ensuring compliance with established policy and procedures.
• o Safeguard Member information and ensure confidentiality by following established policy and procedures.
• o Support branch staff to ensure they can perform all their job duties, including being able to perform those functions yourself as needed.
• Other Functions:
• o Recommend and implement policies and procedures.
• o Draft correspondence for Member related inquiries.
• o Participate in credit union committees.
• o Perform special projects, research, and analysis as requested.
• o Perform other duties as assigned.
• o Participate in community events, community volunteer boards & associations.
• Join us and discover why you'll love working at Redwood Credit Union!
• ABOUT REDWOOD CREDIT UNION (RCU):
• Why work for Redwood Credit Union?
• 27th largest credit union in the U.S. and the largest financial institution based in the North Bay
• Recognized by Newsweek as one of "America's Best Credit Unions 2026"
• Awarded a 5-Star Bauer Rating
• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"
• Top Corporate Philanthropists (#24) - San Francisco Business Times
• Voted Best Places to Work in the North Bay 20 years in a row
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Industry leading Net Promoter Scores across the U.S.
• The ideal candidate has a combination of education and experience equivalent to a bachelor's degree in business administration, accounting, finance or closely related field and a minimum of eight years of

Requirements

• Excellent leadership and problem-solving skills.
• Ability to influence and motivate others.
• Ability to direct and supervise the work of others.
• Thorough knowledge of modern sales management principles, practices, and techniques.
• Knowledge of business development methods and practices and program development.
• Thorough knowledge of branch operations policies and procedures.
• Excellent oral and written communication skills.
• Excellent organizational skills and ability to prioritize and successfully manage multiple tasks and deadlines simultaneously.
• Ability to work and act independently and confidentially, using discretion and tact.
• Ability to analyze situations and recommend workable solutions.
• Ability to effectively research and report data.
• Ability to distinguish and manage confidential material and information.
• Ability to work a rotating schedule which will include working on rotating Saturdays.
• Ability to attend morning and evening meetings and events.
• Ability to establish and maintain effective working relationships with a diverse group of people; desire to work in a team environment.

Additional Information

Redwood Credit Union is seeking a Branch Experience Manager who will provide vision and leadership to branch personnel to achieve or exceed established goals. Manage, plan, coordinate and ensure the administration of the day-to-day operations of a small, medium or large branch office. Develop lines of business and ensure quality Member service at all times.

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