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First Financial and Truvelop

Welcome to Truvelop! We’re using Truvelop to drive the First Financial performance management and development process.  Below, you’ll find resources that will guide your development journey and connect your employee experience to our culture and brand purpose.

“Tomorrow should always be better than today. Experiment, adapt, improve, repeat. That’s agile, and that’s our organization. Iteration keeps us, our teammates, and our customers sharp. With Truvelop, we’re ensuring efficient development, both personally and professionally.  We’re reinforcing the right behaviors, coaching what can be improved, and ultimately supporting our team to success.”

Brand Purpose

Our story begins in 1953 when a group of public school teachers recognized the need for better financial options for educators. With their ingenuity and a simple $5 in a cigar box, First Financial was formed. What started as a common desire to help each other borrow and save, and to make a positive difference in the community, has grown to our unrelenting focus on making the lives of our members better.

Although TABCO Federal Credit Union, as we were known then, was created to serve Baltimore County Public School employees, we have grown to serve the employees, students, and parents of the Baltimore, Carroll, Somerset and Worcester County Public School systems, as well as the employees and families of many area businesses, hospitals, private schools and colleges.

First Financial strives to offer the very best financial products and services in order to meet the diverse needs of our members, and to help our members live better every day. With so many choices for financial services in your neighborhood or online, we know that we need to do more than just what is expected; we need to do what matters. Today, tomorrow and always, First Financial members and our community remain at the heart of everything we do. So join us, and be a part of something special…be a part of the First Financial difference.

THE TRUVELOP PROCESS

With Truvelop, we’re engaging, motivating, and developing our team in 3 easy steps: Evaluate, Develop, and Perform. With Truvelop’s approach to performance development, we can bring our brand purpose to life.

Evaluate

During each performance period, we are asking our Managers to complete at least one Evaluation per Team Member.  Part of why we chose Truvelop was because of how quick and easy the Evaluation process is.  With just 15 questions, our Managers can assess Team Member performance, attitude, and maintenance, capturing a snapshot how the Team Member is performing today.   

During the Evaluation process, be sure to include notes in the Evaluation comments, as this will help to provide context, and make it easier to recall what was going on during this performance period.  

You can even complete these Evaluations on the mobile app! 

Develop

After each Evaluation, you’ll have a baseline of where the Team Member is performing today, and what you can do to help them reach that next level.  We’re always looking to that next touchpoint, so be sure to spend some time in the Employee Dashboard to see what data-driven coaching insights are currently populating or what the most recent Spark conversation entailed.   

With the Evaluation Summaries, Evaluation Insights, Trend Statuses, and more, we’re giving you a lot of analysis.  We wanted to take the guesswork out of performance development and give you a starting point for how you can support each Team Member.  From here, be sure to explore the Truvelop Knowledge Center to see how you can creatively engage with each type of performer.  You may even develop some new leadership skills along the way! 

Looking for additional guidance on how to have a meaningful development conversation? Refer to our recommended collaborative conversation best practices

Perform

Once the direction has been set, use Spark to support and coach your Team Member to success.  With a real-time feedback tool, we’re able to document feedback in the moment, when it counts.  Since it’s delivered directly to the Team Member, they’re able to follow-up and clarify anything that might be missing or confusing, ensuring you’re both on the same page.  Later, the Team Member can provide updates and make live adjustments, ensuring efficient development.   

With the Contextual Reporting tab in the Employee Dashboard, it has never been easier to track and monitor progress.  Be sure to leverage the search bar when you’re looking for something specific.   

Want additional Spark guidance? See the list below for some examples for how you can leverage each Spark classification.  

DEFINING EXPECTATIONS

 

Each role at our organization has unique responsibilities.  Knowing exactly what is required from each individual contributor can cut down on any confusion and help us all to stay on track.  Take a look at your position to make sure that you’re being an effective and efficient team player.

Universal Services Representative I, II, III, IV

Function:

  • Responsible for providing an exceptional financial customer experience by handling every customer need from service to sales with passion and enthusiasm.
  • Provide customers with a one stop experience to fulfill all their financial needs from account opening and maintenance to processing transactions.
  • Focus on customer-centric conversations to deepen relationships and become a trusted advisor.
  • Actively promote a variety of banking solutions to enhance a customer’s service experience and achieve their financial goals.
  • Time spent in various aspects of this universal role will vary depending upon branch traffic and customer needs.

Position Requirements:

· GENERAL:

  • o Occasional local travel to support business development
  • o On-call response to resolve ATM system issues affecting member services
  • o Bilingual and able to read, write, and speak Spanish proficiently

· EXPERIENCE:

  • o One (1) or more years of customer service or sales experience preferred
  • o Demonstrated work-related experience may be considered instead of education requirements

· EDUCATION:

  • o High School Diploma or GED equivalent required
  • o Ability to obtain and maintain job-related certification if no job-related advanced degree
  • o Meet or exceed continuing professional education (CPE) requirements

PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Regularly
  • o Walking: Regularly
  • o Climbing/Balancing: Seldom
  • o Reaching: Occasionally
  • o Kneeling/Crawling: Seldom
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Occasionally
  • o Lifting: Light – Up to 20lbs
  • o Other:

Duties:

  • Provide customers with a one stop experience to fulfill all of their financial needs from account opening and maintenance to processing transactions
  • Supports daily operations of the branch as a teller and meets member services and product needs as required by the assigned branch
  • Supports daily operations of the contact center as a contact center agent and meets member services and product needs as required by the digital channel (voice, text, chat, video, etc.)
  • Educate members and explain features and benefits of products and solutions; make recommendations based on their identified needs.
  • Identify and escalate cases of suspected fraud.
  • Focus on member-centric conversations to deepen relationships and become a trusted advisor.
  • Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial needs.
  • Drive proactive sales conversations through internal and outbound interactions including outbound calling, inbound contact center calls, appointment setting, and effective lobby engagement.
  • Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships.
  • Identify consumer lending opportunities and partnering with centralized lending group to ensure successful member experience.
  • Manage risk by maintaining compliance with applicable regulations and branch policies and procedures, while demonstrating sound judgment within established limits.
  • Perform member maintenance requests, process teller transactions accurately, assist with operational activities and responsibilities, and maintain flexibility between performing sales and teller transactions.
  • Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems.
  • Proactively reach out to members to contribute to the retention and expansion of member relationships.
  • Performs other related duties of similar scope and complexity.
  • Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Financial Services Representative (FSR) I, II, III, IV

Function:

To represent the credit union to potential, new, and existing members. To complete the steps necessary to establish accounts and services. To understand the features and benefits of our services and products and to be able to effectively relate them to members through cross selling. To establish rapport conducive to enhancing member relationships with the credit union. Support Branch Managers in daily branch operations. Provide support to all credit union departments. To perform all responsibilities of the position in support of our Core 4 Values.

Position Requirements:

· GENERAL:

  • o Detail and service oriented; Ability to exhibit patience and flexibility in dealing with others
  • o Friendly and personable; Ability to establish rapport, build and deepen member relationships
  • o Effective listener and good communicator

· EXPERIENCE: Cash handling and customer service experience preferred

· EDUCATION: High school diploma or GED equivalent. Preferred: Some College

· PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Regularly
  • o Walking: Regularly
  • o Climbing/Balancing: Seldom
  • o Reaching: Occasionally
  • o Kneeling/Crawling: Seldom
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Occasionally
  • o Lifting: Medium – Up to 50lbs
  • o Other:

Duties:

  • Delivers excellent member service by
    • · Responding to members in a knowledgeable, friendly, positive, and professional manner
    • · Demonstrating excellent communication techniques for successful interactions
    • · Demonstrating empathy and a positive mindset
    • · Working to achieve a personalized and convenient member experience
    • · Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
  • Shares and shows support for a variety of digital and online tools and resources.
  • Demonstrates a sense of responsibility, initiative, and dependability.
  • Strives for flexibility, resiliency, and adaptability to daily challenges.
  • Ability to comprehend training and apply knowledge to daily interactions.
  • Works independently and collaboratively in support of branch operations.
  • Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
  • Adheres to information security procedures & maintains confidentiality.
  • Follows all policies and procedures as established by the credit union, including but not limited to:
    • · Cash Handling, Dual Control, & Balancing
    • · Check Holds and Fraud prevention
    • · BSA & AML Regulatory Requirements
  • While assigned to a branch, assists with staffing at other branches as needed.
  • Works to achieve goals in support of the Core 4 Values of the Credit Union

RESPONSIBILITIES

  • FSR I:
    • · Processes member transactions.
    • · Effectively utilizes features of Teller Capture in processing checks.
    • · Applies basic knowledge of Microsoft Office Suite.
    • · Ability to navigate credit union systems, key to daily functions of the position.
    • · Answers questions & prints documentation relative to routine inquiries.
    • · Consistently demonstrates a positive mindset within the branch and in all interactions
    • · Refers unusual requests or inquiries to appropriate staff members.
    • · Assists with end of day balancing procedures.
    • · Maintains functional work area by stocking forms, supplies, brochures, etc.
    • · Advises supervisor of service needed or non-functioning equipment.
  • FSR II:
    • · Accurately processes member applications/requests and documents in CRM; performs self-review of work.
      • o Opens accounts for all share types with related services; closes accounts
      • o Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening o Performs file maintenance of data on existing accounts; adds joint owners to accounts
      • o General understanding of loan products to begin participating in loan referral program o Completes paperwork for removing and changing joint owners of accounts
      • o Issues debit and credit cards
      • o Completes forms as applicable based on member request o Obtains instructions and inputs data for wire transfers
      • o Provides notary services
      • o Processes other requests of similar complexity
    • · Focuses on business development to retain long-term relationships by:
      • o Establishing rapport and serves as a valuable link between members and the credit union
      • o Utilizing opportunities to deepen relationships by aligning credit union products with member needs
      • o Encouraging members to recommend the Credit Union to their family members and eligible co-workers.
    • · Assists members in understanding account activity, answers questions, and helps to resolve concerns.
    • · Provides routine support to other departments.
    • · Assists the Marketing Department in representing the Credit Union at on-site visits.
  • FSR III:
    • · Strong knowledge of account products and credit union services; ability to answer questions about product features and benefits.
    • · Acts as “buddy” to co-workers.
    • · Seeks opportunities to advance level of responsibility.
    • · Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review.
    • · In-depth understanding of our loan products to actively refer members to lending.
    • · Provides support for death claims.
    • · Assists with monitoring pending work folder and daily calendar.
    • · Processes complex transactions and requests along with opening special accounts
      • o IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation
    • · Competent in fraud prevention and detection.
    • · Ability to assist with report management and participates as a project team member.
    • · Establishes a foundation of leadership skills through
      • o Self-sufficiency, maturity, and responsibility
      • o Engagement as a role model for staff and as an active participant in daily operations
    • · Performs in the capacity of a Member Services Representative or Operations Specialist.
      • o Provides phone assistance to call center and enters corresponding CRM event
      • o Process member requests generated from calls or correspondence o Contacts members requesting additional information, clarification, or problem resolution
  • FSR IV:
    • · Consistently demonstrates leadership skills.
    • · Demonstrates proficiency in cross selling and loan referral techniques.
    • · Takes an active role in supporting branch management including branch & ATM balancing.
    • · Provides peer review of completed work.
    • · Develops expertise in account functions, understands, and analyzes transaction data, navigates account records, file maintenance history, etc.
    • · Displays excellent time management skills and use of downtime.
    • · Demonstrates strong reasoning and decision-making skills; exercises good judgement.
    • · Processes remove joint requests on accounts.
    • · Provides overrides up to level 7 and approves wire transfers.
    • · Assists in the training and coaching of new FSRs.
    • · May serve in the capacity of vault supervisor.
    • · May assume the role of an Assistant Branch Manager under the supervision of a Branch Manager.
  • Each level of FSR is competent in duties and responsibilities of preceding level(s). Performs other related duties of similar scope and complexity.
  • Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures, as well as ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.
  • FSR II and above complete certification to perform Notary Services.
Branch Services Supervisor

Function:

To support the Operations Manager in the development and retention of a professional, member service focused, sales-oriented branch staff. To assist in supervision of training and career advancement of managers and staff to include leadership, mentoring, coaching, and skill development. To supervise the daily branch operation of the credit union in support of our Core 4 values.

Position Requirements:

· GENERAL:

  • o Strong managerial skills to coach and mentor branch managers and staff
  • o Focus on providing consistent operations and quality member service
  • o Strong communication skills, flexibility, and resiliency

· EXPERIENCE: Five years to eight years of similar or related experience

· EDUCATION: High school diploma or GED equivalent. Preferred: Bachelor’s degree or achievement of formal certifications recognized in the industry

· PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Occasionally
  • o Walking: Occasionally
  • o Climbing/Balancing: N/A
  • o Reaching: Seldom
  • o Kneeling/Crawling: N/A
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Occasionally
  • o Lifting: Light – Up to 20lbs
  • o Other:

Duties:

ESSENTIAL REQUIREMENTS

  • Displays leadership skills and strong attention to detail in planning, monitoring, and directing the operations of the credit union branch offices.
  • Responsible for managing development of branch staff who are the primary face of the credit union to members for opening accounts, cross-selling services, and processing transactions.
  • Promotes ongoing focus on quality service delivery (NPS) throughout branch network.
  • Assists with guidance of the daily activities of the managers and corresponding staff.
  • Staff development includes:
    • · Interviews prospective applicants
    • · Assumes responsibility and oversees the training for development of skills and routines required for maintaining high level of technical ability and accuracy for all front-line employees
    • · Conceptualizes and recommends curriculum changes to enhance the training program
    • · Assesses cross-selling efforts, recommends improvements for better results to enhance comfort level of staff with products/services
    • · Along with the Operations Trainers, suggests and schedules training sessions for staff enrichment
    • · Seeks additional training methods such as seminars, webinars, etc. to enhance staff skills
    • · Works to ensure quality service is delivered consistently in all member interactions
    • · Provides feedback and data maintained for staff assessments
    • · Reviews and prepares evaluations for branch personnel
    • · Assists with preparing recommendations for employee upgrades, promotions
    • · Assists managers in all aspects of managerial duties including documentation and disciplinary actions for staff
  • Supports our Core 4 Values.

RESPONSIBILITIES

  • Assists the Operations Manager in all aspects of branch-related responsibilities.
  • Serves as branch representative for projects, as directed.
  • Performs ongoing branch visits to ensure smooth operation, striving for consistency from branch to branch.
  • Assists in coordinating efforts to ensure consistency throughout the credit union for interpretation and application of policies and procedures.
  • Assists in decisions, which include exceptions, formulation, implementation, and interpretation of policies, leading and motivating staff, staff issues, etc.
  • Conducts branch assessments during visits in preparation for formal internal/external audits.
  • Responds to internal audit findings to make appropriate corrective recommendations.
  • Identifies trends, assesses risk, and assists in the formulation, training, and implementation of policies and procedures relating to security, robbery, and fraud.
  • Assists with schedules for branch employees to include assignments, vacation, sick, and training.
  • Assesses daily routines to determine most productive use of resources, offers suggestions for improvements.
  • Oversees and monitors member survey process for branch employees.
  • Provides input relative to branch operations through participation in focus groups, advisory board, committee meetings…
  • Provides answers, assistance for complex situations/problems; provides overrides including those for highly protected account management.
  • Works to resolve escalated member concerns.
  • Oversees, recommends, participates, and delivers employee disciplinary action to include termination.
  • Ongoing consultant for manager dilemmas, concerns, decision making, clarification…
  • Oversees the creation and revision of written procedures, maintained in Foogle and First Financial website.
  • Provides guidance and expert advice for Power of Attorneys, Trusts, Estates, Signature Guarantees, etc. to ensure adherence to legal and regulatory compliance and proper format for documentation and execution.
  • Assists in management of after-hour ATM monitoring team.
  • Performs other related duties of similar scope and complexity.
  • Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures, as well as ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.
  • Completes certification to perform Medallion Signature Guarantees.
Branch Manager, Sr. Branch Manager

Function:

Supports the Branch Operations Supervisor by assuming responsibility for efficient branch operations, targeted business development, consistent cross sell efforts, and excellent service delivery. Effectively leads, mentors, and develops the skills of employees within the branch network. Ensures branch staff are actively cross selling First Financial products and services to become our members’ primary financial institution. Supports the Core 4 Values of the Credit Union in all branch functions.

Position Requirements:

· GENERAL:

  • o Patient, empathetic, nurturing
  • o Organized, fair minded, service-oriented
  • o Strong communication skills

· EXPERIENCE: Three to five years related experience

· EDUCATION: High school diploma or GED equivalent. Preferred: Some college leading to a degree

· PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Occasionally
  • o Walking: Regularly
  • o Climbing/Balancing: Occasionally
  • o Reaching: Occasionally
  • o Kneeling/Crawling: Seldom
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Seldom o Lifting: Medium – Up to 50lbs
  • o Other:

Duties:

ESSENTIAL REQUIREMENTS

  • Assumes complete responsibility for all areas of branch management and staff development.
  • Exemplifies strong leadership skills.
  • Promotes a positive work environment, provides moral support, and ensures confidentiality in all aspects of branch management and member interactions.
  • Enforces strict confidentiality regarding security, policies, procedures, employee, and member information.
  • Supports policies/procedures of First Financial, exercising good judgement in making fair and impartial decisions.
  • Proficient and fully competent in all branch positions and works in any capacity as needed.
  • Maintains thorough knowledge of services and products, displays strong cross selling skills.
  • Models exceptional member service delivery to provide memorable experiences, resulting in improved engagement and positive feedback (NPS).
  • Ability to adjust approach to various personalities of staff and members.
  • Displays excellent organizational skills, attention to detail, and technical proficiency.
  • Utilizes effective communication skills and follow-through in assisting staff and members.
  • Executing excellent time management skills to meet deadlines and supporting branch activity.

BRANCH OPERATIONS

  • Ultimate responsibility for ensuring the branch operations and service delivery (NPS) support our Core 4 values, including but not limited to:
    • · Safeguarding branch office (including staff) by adhering to opening and closing procedures to include key and combination management
    • · Vault and ATM management and maintenance; to include after-hours response and monitoring
      • o Balances the ATM, researches and corrects overages/shortages
    • · Fraud prevention and detection on behalf of First Financial; educating staff to recognize unusual activity
    • · Providing overrides up to level 8, approving wire transfers, new accounts, and voiding transactions
    • · Quality control of completed work; documenting and overseeing corrections
      • o Relays errors to staff; coaches for best practices to minimize mistakes
    • · Providing medallion signature guarantees and notary services
    • · Assisting with management of credit union procedures and content review (Foogle, Website)
  • Supervises the activities of all branch personnel and monitors time management.
  • Appropriate delegation of branch duties and member requests.
    • · Addresses member complaints, concerns, and escalated situations
    • · Provides basic research on behalf of members; refers adjustments to Operations as needed for corrections
    • · Oversees consistent and appropriate documentation of member interactions through use of CRM
    • · Acknowledges and responds to members from Member Satisfaction Surveys in a timely manner
  • Intercedes in employee/member interactions as necessary; offers additional information/explanation.
  • Assumes responsibility for use of Corporate Visa Credit Card for branch expenses.
  • Documents and communicates branch employee absences and assists with adjustments to staffing.
  • Maintains, monitors, and when necessary, adjusts employee timecards.

STAFF DEVELOPMENT

  • Serves as role model through a positive and professional demeanor by exhibiting dependability, accountability, impartiality and support of common Credit Union goals, policies, and decisions.
  • Assumes complete responsibility for the continued training, motivating, and development, to include effective cross-selling techniques, of branch personnel beyond formal training; recommends additional training as needed.
    • · Recommends employee’s readiness for additional responsibility and/or promotion
    • · Coaches, motivates, and supervises staff; ensures adequate opportunities are given to cultivate/enhance skills for staff, addresses issues as they arise.
    • · Acknowledges employee successes; prepares staff assessments, administers disciplinary action
    • · Provides ongoing group training for branch staff as needed, presents training on Tuesday mornings
  • Meets with staff regularly (1:1 and group) to provide feedback, discuss current information and/or concerns.
  • Provides in-depth training, coaching, and mentoring to Assistant Branch Manager(s) to ensure assistant:
    • · Understands expectations and responsibility of position
    • · Adheres to appropriate security measures and upholds confidentiality
    • · Displays appropriate leadership skills
    • · Remains objective and adjusts to diverse employee personalities
    • · Is well prepared and fully capable to act in capacity of Branch Manager

CONTRIBUTIONS TO FFFCU

  • Exhibits a relentless effort in assisting internal departments to strengthen and grow the CU.
  • Manages support for the Member Services and Jack Henry Call Centers.
  • Works in conjunction with the Marketing Department to enhance member usage of their branch though on-site visitations, etc.
  • Demonstrates involvement within the community through participation in volunteer opportunities.
  • Takes an active role in supporting credit union initiatives as a project team member/leader.

SENIOR BRANCH MANAGER ROLE

  • Responsible for the many nuances of managing the main branch which includes:
    • · Increased member traffic with more unique activity requiring enhanced focus on service delivery
    • · Managing, coaching, and supervision of 6+ employees
    • · Complexities of training branch environment
  • Accountable for in-branch issuance of debit cards and the complexities of plastic related compliance.
  • Critical role in early employee development to include:
    • · Ongoing employee discussions and performance reviews
    • · Crucial role in development, observation, and assessment of new hires
    • · Continuous support and training of new hires (post training program)
  • Assists in assessment and effectiveness of Training Program:
    • · Ongoing assessment of trainees’ readiness after training
    • · Documentation and critique of trainers’ techniques, effectiveness, thoroughness, and adeptness in serving as a role model for staff
    • · Monitoring of changes and new processes, working with trainers to create and incorporate into procedures
  • Performs other related duties of similar scope and complexity.
  • Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures, as well as ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.
  • Completes certifications to perform Medallion Signature Guarantees and Notary Services.
Branch Manager, Satellite Office

Function:

Assumes responsibility for Business Development and efficient branch operations of satellite office. Provides excellent service delivery in engaging and acquiring members and Select Employer/Partner Groups to grow the Credit Union membership. Represents the credit union to potential, new, and existing members. Effectively leads and mentors any staff assisting at this location. Supports the Core 4 Values of the Credit Union.

Position Requirements:

· GENERAL:

  • o Must be able to work flexible hours, evenings, and limited weekends
  • o Excellent business development skills, including networking, broad level credit union product and service understanding
  • o Confident and adept at engaging with variety of stakeholders including C-Suite executives, leaders of business and community organizations, members, and Board members
  • o Natural affinity to grow and nurture new and existing relationships
  • o Excellent leadership, motivational, and managerial skills
  • o Strong communication skills and professional conduct with ability to work well independently

· EXPERIENCE: Three to five years related experience

· EDUCATION: High school diploma or GED equivalent. Preferred: Some college leading to a degree

· PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Regularly
  • o Walking: Regularly
  • o Climbing/Balancing: Seldom
  • o Reaching: Occasionally
  • o Kneeling/Crawling: Seldom
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Regularly
  • o Lifting: Medium – Up to 50lbs
  • o Other:

Duties:

Essential Requirements

  • · Displays excellent organizational skills, attention to detail, and technical proficiency.
  • · Utilizes effective communication skills and follow-through in assisting staff and members.
  • · Assumes responsibility for Business Development in area in conjunction with our Marketing Team.
    • o Regularly meets with businesses in the area to encourage credit union membership
    • o Assists in obtaining additional SEGs
    • o Delivers presentations to educate and engage prospective Partner groups in benefits of First Financial affiliation and related products and services opportunities
    • o Solicits and conducts on-site visitations and manages new account opening procedures for new and existing membership groups
    • o Attends community events and meetings
    • o Supports financial literacy programs and makes presentations at member schools
  • · Assumes complete responsibility for branch management of satellite office and development of staff assigned to branch.
  • · Exemplifies strong leadership skills.
  • · Promotes a positive work environment, provides moral support, and ensures confidentiality in all aspects of branch management and member interactions.
  • · Enforces strict confidentiality regarding security, policies, procedures, employee, and member information.
  • · Supports policies/procedures of First Financial, exercising good judgement in making fair and impartial decisions.
  • · Maintains thorough knowledge of services and products, displays strong cross selling skills.
  • · Models exceptional member service delivery to provide memorable experiences, resulting in improved engagement and positive feedback (NPS).
  • · Demonstrates excellent time management skills to meet deadlines corresponding responsiblitiies of branch management and business development
  • · Ability to work independently in a remote location.

Branch Operations

  • · Ultimate responsibility for ensuring the branch operations and service delivery (NPS) support our Core 4 values, including but not limited to:
    • o Safeguarding branch office (including staff) by adhering to opening and closing procedures to include key and combination management
    • o Money management
    • o Fraud prevention and detection on behalf of First Financial; educating staff to recognize unusual activity
    • o Handling member requests such as wires, new accounts, changes to existing accounts and teller transactions
    • o Quality control of completed work
    • o Providing medallion signature guarantees and notary services
    • o Answering questions, resolving concerns, etc.
  • · Sorts incoming mail and deliveries and manages outgoing mail.
  • · Adheres to office policies and procedures.
  • · Addresses member complaints and concerns.
  • · Assumes responsibility for use of Corporate Visa Credit Card for job related expenses.
  • · Oversees consistent and appropriate documentation of member interactions through use of CRM.
  • · Acknowledges and responds to members from Member Satisfaction Surveys in a timely manner.
  • · May maintain, monitor, and when necessary, adjust employee timecards

Staff Development

  • · Serves as role model through a positive and professional demeanor by exhibiting dependability, accountability, impartiality and support of common Credit Union goals, policies, and decisions.
  • · Assumes complete responsibility for the continued training of anyone assigned to the branch and provides feedback, relays current information and/or concerns.
  • · Acknowledges employee successes; prepares staff assessments, administers disciplinary action.
  • · Meets with staff regularly (1:1 and group) to provide feedback, discuss current information and/or concerns.

Contributions to FFFCU

  • · Exhibits a relentless effort to strengthen and grow the CU.
  • · Demonstrates involvement within the community through participation in volunteer opportunities.
  • · Takes an active role in supporting credit union initiatives as a project team member/leader.

Performs other related duties of similar scope and complexity.

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures, as well as ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

Completes certifications to perform Medallion Signature Guarantees and Notary Services.

Branch Experience Facilitator

Function:

The Branch Experience Facilitator (“Greeter”) is responsible for projecting a welcoming image of First Financial Credit Union to members, vistitors, and venders. The Branch Experience Facilitator will be the first point of contact in creating a frictionless experience for those visiting our branches. This role is responsible for providing information to members concerning products & services, including educating members on self-services, collecting documentation, & supporting in-house debit card replacement. May also provide assistance to members with coin machine and ATM usage, while regulating the flow of members through the Lutherville Branch Office. Responsible for monitoring and updating marketing materials throughout the branch.

Position Requirements:

· GENERAL:

  • o Onsite as an ambassador on behalf of First Financial
  • o Knowledge of related best practices & compliance rules
  • o Excellent organizational skills, with keen attention to detail
  • o Strong communication and interpersonal skills
  • o Competent understanding of Microsoft Office Suite

· EXPERIENCE:

  • o Customer services-related experience required
  • o Financial industry experience preferred

· EDUCATION: High school diploma or GED equivalent.

· PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Occasionally
  • o Walking: Regularly
  • o Climbing/Balancing: Occasionally
  • o Reaching: Occasionally
  • o Kneeling/Crawling: Seldom
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Occasionally
  • o Lifting: Medium – Up to 50lbs
  • o Other:

Duties:

  • Exhibits a warm and welcoming first impression to promote an exceptional member experience.
  • Greets, determines reason for office visit and directs members according to request.
    • o Monitors lobby activity and member wait time to ensure timely service
    • o Assists in matching member need to FSR skillset
  • Vigilantly observes branch & surrounding area with focus on security & safety for all members & employees.
  • Responds to members in a knowledgeable, friendly, positive, and professional manner.
  • Demonstrates authority and control in conjunction with lobby management.
  • Shares vital observations which includes member communications regarding exceptional experiences, initiates employee recognition through accolades received, & escalates any concerns to supervisors.
  • Ensures confidentiality of security procedures and account information.
  • Uses basic problem solving skills to answer general questions & concerns, control lobby traffic, etc.
  • Provides assistance for members in completing applications and forms, accessing the ATM, Coin Machine, etc.
  • Knowledge & understanding of basic Financial Service Representative duties; ability to provide limited assistance to members.
  • General knowledge of First Financial’s products and services; familiar with current promotions.
  • Understanding of requirements & documentation necessary to accommodate member requests.
  • Performs administrative and clerical duties for the branch.
  • Responsible for ongoing branch inventory supply needs & requests replenishments.
  • Continuous monitoring & updating of marketing materials throughout the branch.
  • Performs other related duties of similar scope and complexity, as needed by branch leadership.
  • Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform
Assistant Branch Manager, Sr. Assistant Branch Manager

Function:

Assists the Branch Manager in all aspects of branch management, focusing on staff and business development as well as service delivery. Represents the Credit Union to prospective and existing members. Serves as a role model in knowledge, skill, and expertise to effectively cross-sell Credit Union products and services. Trains, coaches, and mentors all branch staff to enhance their performance, ability to provide optimum member service, and career advancement. Acts in capacity of Branch Manager as needed. Provides support to all credit union departments. Performs all responsibilities of the position in support of our Core 4 Values.

Position Requirements:

· GENERAL:

  • o Patient, good role model, professional
  • o Organized, objective, service-oriented
  • o Strong communication skills

· EXPERIENCE: 1 or more years of managerial experience

· EDUCATION: High school diploma or GED equivalent. Preferred: Some college leading to a degree

· PHYSICAL:

  • o Sitting: Regularly
  • o Standing: Occasionally
  • o Walking: Regularly
  • o Climbing/Balancing: Seldom
  • o Reaching: Occasionally
  • o Kneeling/Crawling: Seldom
  • o Talking: Regularly
  • o Hearing: Regularly
  • o Vision/Seeing: Regularly
  • o Typing/Keyboarding: Regularly
  • o Driving: Seldom
  • o Lifting: Medium – Up to 50lbs
  • o Other:

Duties:

ESSENTIAL REQUIREMENTS

  • · Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
  • · Maintains strict confidentiality regarding security, policies, procedures, employee, and member information.
  • · Models exceptional member service delivery to provide memorable experiences, resulting in improved engagement and positive feedback (NPS).
  • · Utilizes effective communication skills and follow-through in assisting staff and members.
  • · Maintains thorough knowledge of services and products, displays strong cross selling skills.
  • · Displays excellent organizational skills, attention to detail, and technical proficiency.
  • · Serves as role model through a positive and professional demeanor by exhibiting dependability, accountability, impartiality and support of common Credit Union goals, policies, and decisions.
  • · Management team member to resolve after-hour ATM problems for branch network.

BRANCH OPERATIONS

  • · Assists Branch Manager in ensuring the branch operations and service delivery support our Core 4 values, including but not limited to:
    • o Focusing on service delivery and time management in handling member requests
    • o Interceding in employee/member interactions as necessary, offering additional assistance, answering questions, and making exceptions
    • o Acknowledging and responding to members from Member Satisfaction Surveys in a timely manner o Providing Medallion Signature Guarantees and notary services
    • o Reviewing completed work for accuracy and quality control; documents and oversees corrections
      • o Relays errors to staff and coaches on best practices to minimize mistakes, striving for accuracy
    • o Overseeing consistent and appropriate documentation of member interactions through use of CRM
    • o Assisting with management of credit union procedures and content review (Foogle, Website)
    • o Providing overrides up to level 8 and approving wire transfers, new accounts, and voiding transactions
    • o Vault and ATM management
    • o Safeguarding branch office (including staff) by adhering to opening and closing procedures
    • o Responsible for branch keys and security information, to include alarm codes and safe combinations
    • o Fraud prevention and detection on behalf of First Financial

STAFF DEVELOPMENT

  • · Coaches, motivates, and supervises staff; ensures adequate opportunities are given to cultivate/enhance skills for staff; addresses issues as they arise.
  • · Demonstrates ability to work well with varied personalities, adjusting leadership style to individual.
  • · Assumes responsibility for the continued development of branch personnel beyond formal training; recommends additional training as needed.
  • · Aids and inspires branch staff to identify opportunities for cross selling products and services.
  • · Acknowledges employee successes; provides feedback, assists with staff assessments/disciplinary actions.
  • · Provides ongoing training support for branch staff.
  • · Conveys employee’s readiness for additional responsibility and/or promotion to next level of FSR.
  • · Documents branch employee absences and communicates information to adjust staffing as needed.

ADDITIONAL CONTRIBUTIONS

  • · Contributes a relentless effort in assisting internal departments to strengthen and grow the CU.
    • o Demonstrates involvement within the community through participation in volunteer opportunities
    • o Actively supports Marketing events and initiatives
    • o Assists in management of support for the Member Services Call Center
    • o Takes an active role in supporting credit union initiatives as a project team member

SENIOR ASSISTANT BRANCH MANAGER ROLE:

  • · Navigates the many nuances of managing the main branch which includes:
    • o Increased member traffic with more unique activity requiring enhanced focus on service delivery
    • o Managing, coaching, and supervision of 6+ employees
    • o Complexities of training branch environment
  • · Employee related responsibilities
    • o Assumes an advanced role in employee development
    • o Heightened participation in employee discussions and performance reviews
    • o Increased role in development, observation, and assessment of new hires
    • o Provides ongoing support and training of new hires (post training program)
  • · Operational Responsibilities
    • o Ongoing assessment and review of Training Program
    • o Documents and critiques trainers’ techniques, effectiveness, thoroughness, and adeptness in serving as a role model for staff
    • o Demonstrates initiative in monitoring changes and new processes, works with trainers to create and incorporate into procedures
    • o Assists in employee timecard management
    • o May serve as Management Leader for weekend ATM response
    • o In-Branch issuance of debit cards.
      • Adheres to controls related to plastic management and auditing for debit cards

Performs other related duties of similar scope and complexity.

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures, as well as ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.

Completes certifications to perform Medallion Signature Guarantees and Notary Services.

PLANNING FOR YOUR CAREER

 

We don’t want you just have a job at our organization, but a career.  Your long-term growth and development is a top priority of us.  From understanding the different requirements of each role, to planning for your future, we want to be a helping hand at each step of your journey.

Check out the resources below as you consider what’s next.

Individual Development Planning

Goal-Setting

Organization Openings