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Director of Branch Operations

GEMC Federal Credit Union
Job Description
General Summary:
Demonstrates a positive outlook and consistently performs within the context of GEMC Federal Credit Union’s philosophy, mission and corporate culture. Provides quality service and strives to consistently exceed service expectations. Embodies the attributes of the Member Service Model standards; accountability, respect and teamwork on a daily basis.  Acts in a professional, friendly manner at all times. Completes work in a timely and accurate manner.
Responsible for ensuring the Member Service Model is functioning across member service areas and creating an efficient member service operation. Facilitates on-the-job training for all member service positions and reviews work of employees for quality to ensure their achievement of required credentials. Coordinates staffing needs across all member service areas and fills in at any level as needed. Identifies gaps in procedures/practices and works with VP of Branch Strategies and Operations to develop solutions and documentation as needed.
Essential Functions & Responsibilities:
  • *Implements & maintains efficient branch operations with the Member Service Model to insure they meet organizational goals and objectives. Monitors service quality and takes action to resolve problems.
  • *Supports and implements Member Service policies and procedures.  Implements
standardization between branches. Performs periodic branch audits.
  • *Implements on-job-training for efficient branch productivity.
  • *Oversee and approve non-standard operating procedures, transfer of staff for branch coverage, CTRs, and member account corrections as needed to support branch operations.
  • Interviews potential candidates for Member Service positions. Notifies
management of employee performance issues related to following policy and
procedure.  Responsible for performance reviews, disciplinary actions, and staff
  • Performs other related duties as assigned.
Performance Measurements:
  • To meet or exceed financial performance as set by the Board of Directors and Senior Staff. 
  • To meet or exceed operational objectives with respect to the Member Service Model and branch productivity.
  • To maintain high quality and well trained staff that is capable of meeting organization's future growth plans.
  • To maintain quality communication of policy & procedure in a timely manner.
  • To provide friendly, professional and accurate service and support to all
members and staff.
  • To promote the credit union through participation in business development
and community services activities.
Required Skills & Abilities:
  • Credit Union Knowledge:        Develop an understanding of credit union history, philosophy, organization, bylaws, regulatory and operational procedures. 
  • Interpersonal Skills:     The ability to motivate or influence others is a material part
of the job, requiring a significant level of diplomacy and trust.  Obtaining
cooperation (internally and/or externally) is an important part of the job.
  • Operational:       Extensive knowledge of financial institution regulations including but not limited to Bank Secrecy Act / Anti-Money Laundering / USA Patriot Act / OFAC / Fair Lending Regulations.  General knowledge and understanding of deposit operations, lending activities, and other related consumer banking and compliance functions.
  • Work Environment:      Significant travel between branches. Ability to work from
multiple locations during a day or week.  Fill in at all branch positions as needed.
Typical office work environment.
  • Technology:        Intermediate level knowledge of Excel, Word, and Outlook. Ability to learn and become proficient on credit union specific technology platforms. Basic understanding of various social media channels.  
  • Other Skills:       Strong training and supervisory skills, compliance, leadership,
written and verbal communication skills.
Physical Requirements:
  • Ability to lift and move a minimum of 40 lbs.
  • Ability to use keyboard, monitor, telephone, and other standard office equipment.
  • Ability to speak and hear on telephone.
  • Ability to communicate effectively with others in person and via telephone, email, and written documents
  • Ability to decipher data contained in documents, reports, spreadsheets, etc., presented both on paper and electronically.  Ability to read fine print.
  • Ability to transport self within credit union’s geographic service area, with a valid GA state driver’s license.
Required Training & Experiences:
  • Experience:         Five years to Seven years of similar or related experience. Branch Management experience preferred.
  • Education:          A four year college degree or equivalent work experience required.
 No Phone Calls please.
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