The Branch Manager for the Experience Center (XC) oversees all aspects of the daily operations of the XC, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded.

Here's what you can expect from the job and what you need to be successful:

Job Duties:

Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
Monitor and coach Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, and overall work performance
Partner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items)
Handle escalated member issues, resolving on a timely basis to satisfaction
Effectively using KPIs and reports to analyze and determine necessary actions to identify gaps in the business and take action to resolve
Maintain and enforce systems, policies, procedures and productivity standards
Ensure member service projects (change initiatives) meet objectives on time and on budget
Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings
Research, resolve and communicate operational issues and potential problems to leader and/or other business units
Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc)
Manage vendor relationships to support operational excellence and member service levels

Essential Skills:

Minimum 3 years’ experience in retail operations with a proven successful track record in deepening and acquiring customer relationships, preferably in financial services
Minimum 2 years’ experience leading people or teams, ideally in the sales sector
Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
Ability to use data and analytic information to gain insights and drive strategic direction
Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
Familiarity with CRM software is preferred
Working knowledge of Microsoft Office Suite
Minimum Education: Bachelor’s degree is preferred
Location: Boulder, CO 80301 (FULL TIME ON SITE)
Target Compensation: $71,000 to $83,000 annually + quarterly incentive plan
Benefits options include:
Traditional medical, dental, and vision coverage
401K matching up to 5% per pay period
Accrue up to 17 days of Paid Time Off your first year of employment
11 paid federal holidays
Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
First Tech is not currently offering Visa sponsorship or transfer for this position
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