Bilingual Branch Manager II - (SPANISH + ENGLISH REQUIRED)

Job Overview Citadel’s Branch Managers are responsible for the overall success of the branch and serve as the face of Citadel in the community. Branch Managers are responsible for directing sales and business development, meeting operational objectives, and ensuring the branch achieves its annual goals. Through their leadership they are responsible for developing and coaching a successful sales and service team.

Incumbent will establish a solid foundation of trust with every customer thereby positioning Citadel as the best choice for all their banking needs.

Responsibilities

Develop and manage a defined market business plan to increase profitability, track performance, and revise plan to optimize performance. Manage and cultivate existing customer relationships by maintaining periodic contact to determine banking needs, financial trends, and changes in the client’s condition and needs. Manage a book of clients, with emphasis on cross selling and deepening customers’ relationships with the credit union through outside calling.

Provide value-based customer service. Manage daily operation of the branch, including operations, sales, customer service, and security in accordance with Citadel’s objectives, policies, and procedures. Responsible for the branch achieving its annual goals. Duties include coaching sales staff, developing direct marketing plans for the branch, tracking, and celebrating sales success.

Assure that the office meets the highest levels of service excellence and integrity through ongoing communication of the organization’s strategies and expectations. Lead staff and develop career potential. Ensure that staff participates in appropriate training to perform standard sales and service delivery. Ensure business activities are conducted in compliance with all applicable laws and regulations.

Conduct interviews and make hiring decisions matching the appropriate skill level to the job. Optimize resources to achieve the greatest return in sales generation and customer satisfaction. Limit branch risk to preventable losses by ensuring that all branch staff are vigilantly aware of suspicious activity and that they are current on operational changes.

Make sure branch adheres to operational policies, compliance requirements and security measures. Provide sound financial decisions in conjunction with fee and interest rate reviews. Escalate exceptions to Retail Director for review. Evaluate business trends for the office and collaborate with leadership to ensure successful outcomes to business strategies.

Serve as an ambassador of Citadel to enhance the reputation of Citadel in the community. Assist with customer transactions when needed, including but not limited to cash handling, inbound calls, and problem resolution. Responsible for creating a positive banking experience for office customers. Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining unique identifier from the NMLS.

Remain complaint with the Bank Secrecy Act by completing annual BSA training Other duties as assigned Qualifications and Education Requirements 3+ years of management experience Fluency in Spanish and English (spoken and written)

• Required Proficient in internal and external Business Development skills Basic Computer Literacy required Financial Industry experience preferred Notary preferred Bachelor’s Degree or related 1+ years’ experience Additional Skills/Notes Demonstrated experience with developing and executing a sales development plan Excellent written and verbal communication and problem-solving skills Sound judgment and decision-making skills Demonstrated performance management experience Professional appearance and demeanor NMLS optional