Branch Supervisor II

Pay Range: $74,100 - $90,800

Remote Eligible: No

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

This role is responsible for assisting with the direction and administration of branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. This role supervises a full range of services to both current and prospective members, ensuring prompt, professional, and personalized service, along with effective collaboration across departments. The Branch Supervisor acts as Branch Manager when needed, and provides training, direction, and supervision to branch staff to ensure efficient, consistent, and high-quality service. Additionally, this role performs various branch-related functions as required.

Essential Duties and Responsibilities

Member Service & Problem Resolution

• Answers Member Advocates’ questions, solves problems, and assists with complex transactions and sensitive member relations problems. Makes judgments for Member Advocates (within limits of authority) pertaining to all operations of branch.

• Ensures that members' requests and questions are promptly, efficiently, and courteously resolved. Explains policies and procedures to members. Answers member’s questions or refers appropriately.

• Demonstrates “escalation resolution” skills to effectively address critical member needs and concerns, recognizing and championing branch/organizational opportunities such as process improvements.

• Assists with Member Advocates functions. Performs duties related to transaction a