Assistant Manager

DescriptionPosition Summary:
Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. The Assistant Manager plays a vital role in overseeing the day-to-day sales and operational activities within the branch. This position is responsible for coaching team members to achieve sales success, ensuring exceptional member service, and maintaining compliance with all internal policies and external regulations. The Assistant Manager will act as a key point of contact for escalated member issues, drive team performance, and support the Market Manager in achieving branch goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Sales Leadership:

• Coach, hold accountable and motivate the branch team to meet and exceed sales goals, including cross-selling credit union products and services.
• Develop and implement strategies to enhance member acquisition, retention, and deepen relationships with existing members.
• Monitor individual and team performance, providing regular feedback, training, and development opportunities to maximize sales effectiveness.
• Support the Market Manager in conducting regular sales meetings and ensure that all team members are aligned with the branch's objectives and initiatives.

• Ensure smooth daily operations of the branch, including but not limited to teller activities, account openings, loan processing, and general member services.
• Manage cash handling and reconcilement procedures to ensure accuracy and compliance with internal controls.
• Supervise and assist in the coordination of branch audits, ensuring that all operational activities adhere to credit union policies, regulatory requirements, and industry standards.
• Oversee branch security procedures and ensure adherence to safety protocols.

• Mentor, develop, and train branch staff in sales techniques, product knowledge, and service excellence.
• Support the Market Manager in conducting performance evaluations and assist in setting individual goals for branch employees.
• Foster a positive work environment focused on teamwork, accountability, and continuous improvement.

• Handle escalated member inquiries, complaints, and requests with professionalism, ensuring timely and effective resolution.
• Ensure branch staff delivers high-quality service to all members by upholding the credit union's service standards.
• Identify opportunities for process improvements to enhance the member experience.

• Ensure all branch operations comply with federal, state, and local regulations, as well as credit union policies and procedures.
• Stay up-to-date on changes in laws and regulations that impact branch operations and ensure staff training and adherence.
• Assist in the preparation and implementation of compliance audits and examinations.

• Assist the Branch Manager in achieving overall branch goals and objectives.
• Act as the Branch Manager in their absence, ensuring continuous branch operations and effective decision-making.
• Participate in community outreach and business development activities to promote the credit union and build relationships with local organizations and potential members.

• Occasionally participate in local community events and organizations to promote the Credit Union's presence and brand.
• Develop relationships with community leaders, businesses, and potential Members to generate new business opportunities.

• BSA Compliance - every employee is required to uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
• In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act.
• Comply with all TFCU policies and procedures to ensure compliance with such regulations.
• Performs other duties as required with or without accommodation.

• Bachelor's degree in business, finance, or related field preferred, or equivalent work experience.
• Minimum of 5 years of experience in a financial institution, with a focus on sales, operations, and leadership.
• Strong knowledge of credit union products and services, including loans, savings, and checking accounts.
• Demonstrated success in coaching and developing high-performance teams.
• Proven ability to meet sales targets while maintaining excellent service standards.
• Strong understanding of banking regulations and compliance requirements (BSA, AML, etc. ).
• Excellent communication, problem-solving, and organizational skills.

• An individual in this position is required to interact regularly with all credit union members, shared services members, employees, and external insurance vendors; therefore outstanding interpersonal skills are a must.
• Ability to assist in handling escalated member issues
• Ability to read and interpret documents such as procedure manuals and provide feedback for improvement as necessary.
• Ability to write, review and analyze reports and correspondence.
• Ability to effectively communicate in writing and verbal with members or employees of the organization and community and business liaisons.
• Ability to provide feedback, coach, document and hold team members accountable.
• Ability to add, subtract, multiply and divide, using whole numbers, common fractions, and decimals.
• Ability to apply good business sense understanding to delivering to staff detailed written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations
• Ability to meet deadlines in an organized and timely fashion.
• Ability to work independently, with minimal supervision and delegate when required.
• Ability display initiative and flexibility
• a willingness to adhere .