Branch Manager

Branch Manager

The Branch Manager leads all aspects of branch operations to ensure effective delivery of member services, product referrals, and compliance. This position oversees staff development, business development, facility management, loan origination, and member satisfaction, serving as a strategic and operational leader at the branch level in alignment with Greylock's mission and performance expectations.

Essential Functions & Responsibilities:

• Manage daily branch operations, including staffing, scheduling, coaching, and oversight of the teller line and member services. Conduct performance reviews, coach and mentor staff, and make hiring and disciplinary recommendations.
• Promote business development and community engagement by educating members about Credit Union products and services, and participation in community events. Track and exceed personal, branch, and referral goals.
• Originate, underwrite, and process consumer, and home equity applications. Guide members through product options and ensure accurate documentation for timely underwriting and closing.
• Ensure compliance with BSA/AML, regulatory requirements, and cash handling procedures. Oversee and perform monthly audits of vaults, ATMs, and teller cash drawers in accordance with operational procedures.
• Provide resolution for complex member issues involving wire transfers, trusts, estates, POAs, business accounts, and escalated service complaints.
• Maintain facility, security, and branch equipment to ensure a professional and safe environment. Ensure dual control procedures, respond to alarms, and deliver staff training on security practices.
• Assist in the training and mentoring of The Greylock Team and support system-wide process improvements and consistency.
• Serve as Notary Public and/or Medallion Guarantee signer as needed. Maintain required MLO registration.

Performance Measurements:

1. Meet or exceed branch goals in member service excellence as measured by NPS.
2. Meet or exceed branch goals in deposits, checking, loans, and referrals.
3. Maintain audit and regulatory compliance with minimal exceptions.
4. Staff are effectively coached, evaluated, and supported in their development, with GPS reviews completed on time and thoroughly.
5. Branch operates efficiently, staying within budgeted expenses.
6. Demonstrates commitment to Greylock's culture by creating safe, respectful, and inclusive spaces, and actively engaging in coaching, mentoring, and peer support.

Knowledge and Skills:

• Experience: 3+ years of experience in branch operations, with prior supervisory responsibilities preferred.
• Education: High school diploma or equivalent required. College coursework is a plus.
• Interpersonal Skills: Demonstrates effective leadership, coaching, and interpersonal communication. Strong service orientation, conflict resolution, and team development skills required.
• Technical/Other Skills: Proficient in Microsoft Office Suite and core banking systems. Comfortable with spreadsheets, reports, and office equipment.

Key Competencies:

• Coaching & Mentoring
• Sales & Influence
• Member Experience

Additional Competencies:

• Communication
• Emotional Intelligence
• Business Acumen

Physical Requirements:

• Must be able to lift up to 25 pounds. Reliable transportation is required for travel between branches, when applicable.

Work Environment:

• Branch-based environment with daily member interaction and high operational demands. May manage branches with moderate to high transaction volumes.

Salary Range:

• The salary range for this role is $59,640 to $77,530. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee's pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability:

• With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow:

• We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work:

• Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individual's need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.