Branch Manager

Job Description

Job Description

Title: Branch Manager 

Classification: Exempt

Reports to : Director of Operations, V.P of Operations

Supervises: Teller Supervisor, Member Services Rep., Teller

Salary: Commensurate with experience and qualifications

  General Summary

Lead a high-performing team to deliver exceptional member service across all areas of branch operations, including accounts, loans, and new memberships. Promote a culture of empathy, empowerment, accountability, and ethical decision-making, while ensuring operational excellence, regulatory compliance, and a strong sales and service environment.

Job Specifications

Professional, well-developed interpersonal skills essential to deal courteously and effectively with a diverse group of employees and members.

Minimum of three (3) years of leadership experience in a management role required.

Consumer lending and new accounts experience in a financial industry required.

Working knowledge of Microsoft Office Suite applications, including but not limited to Microsoft Word, Excel, PowerPoint, and Teams.

Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

Work required frequent lifting of up to 20 pounds and occasional lifting of up to 35 pounds when carrying boxes and supplies to the stock room. This activity also requires occasional bending, squatting, twisting and reaching.

Duties and Responsibilities :

Maintain a highly motivated, well-trained staff by fostering effective employee relations, providing regular feedback, coaching, and performance evaluations to ensure quality work and exceptional member service.

Lead by example to foster a culture of accountability, teamwork, continuous improvement, and member-focused service that aligns with the credit union's values and strategic goals.

Cultivate a high-performing team focused on delivering exceptional member experiences through personalized service, attention to detail, and a deep understanding of member needs.

Ensure that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.

Serve as a visible and active representative of the credit union in the community; participate in outreach initiatives, volunteer events, and business development opportunities.

Monitor branch performance, including loan and deposit production, transaction volume, accuracy, and implement strategies to drive growth, improve member engagement, and achieve branch sales goals.

Manage the safety and security of the branch. Analyze and monitor security and safety policies and procedures on an ongoing basis.

Proactively identify operational inefficiencies and implement innovative solutions to improve branch performance and member satisfaction.

Handle escalated member inquiries and concerns, ensuring timely resolution while delivering exceptional member service.

Provide backup support for frontline branch operations as needed, including working a cash drawer, opening loans, processing deposit account applications, and completing HSA and IRA applications to maintain efficient branch operations and exceptional member service.

Maintain a thorough working knowledge of credit union systems, products, services, policies, procedures, and job functions to effectively support staff, resolve operational issues, and ensure compliance.

May be asked to provide support or fill in at other branch locations as needed.