Branch Supervisor

Job Description

Job Description

Description:

POSITION SUMMARY:

Under the direction of the Retail Operations Manager (ROM), the Branch Supervisor is responsible for the overall leadership, performance, and daily operations of the branch. This role ensures exceptional member service, regulatory compliance, and achievement of branch sales and operational goals. The Branch Supervisor supervises Teller and USR staff, provides coaching and development, conducts routine member transactions and interactions, and serves as the primary point of escalation for complex member and operational issues.

The Branch Supervisor is also responsible for maintaining a secure and efficient cash environment, supporting staff performance and partnering with the Retail Operations Manager to ensure appropriate staffing and operational effectiveness.

PRIMARY DUTIES AND RESPONSIBILITIES:

Leadership & Staff Management

• Supervise, coach, and develop Teller and USR staff to ensure strong performance, accountability, and service excellence 
• Support onboarding, training, and ongoing development of branch employees 
• Provide guidance, feedback, and support for employee performance and behavior expectations 
• Assist Retail Operations Manager with staffing recommendations and scheduling needs 
• Lead daily branch huddles and reinforce sales and service goals
• Monitor staff assigned to the branch office who report to other supervisors and provide relevant performance or conduct feedback directly to those staff members’ direct supervisors.

Member Service & Problem Resolution

• Perform Teller, USR, and Member Services tasks as needed during normal operations or as a temporary substitute to support branch coverage and service continuity
• Resolve complex member issues and handle escalated concerns with professionalism and care 
• Explain credit union policies and procedures to members and staff as needed 
• Ensure a high level of member satisfaction through quality service and timely problem resolution
  

Sales & Business Development

• Proactively promote and cross-sell credit union products and services based on member needs through direct member interactions and staff development
• Support and drive branch sales initiatives and performance goals 
• Consistently contribute to individual, branch, and credit union-wide sales objectives 
• Model effective member engagement and sales behaviors for staff
  

Branch Operations & Cash Management

• Oversee daily branch workflow to ensure efficient and accurate operations 
• Serve as primary vault custodian, including cash ordering, verification, distribution, and balancing 
• Maintain vault security and ensure compliance with cash handling procedures 
• Oversee ATM balancing, replenishment, and related operational procedures 
• Monitor coin machine operations and ensure proper maintenance and balancing 
• Ensure adequate supply inventory, including teller supplies and debit card stock 
• Recommend purchase of equipment and supplies as needed 
• Ensure the physical branch office interior and exterior environment is safe, clean, and inviting in appearance, and address any safety issues immediately.
  

Compliance & Risk Management

• Maintain working knowledge of applicable state and federal regulations (including BSA/AML and Reg E) 
• Ensure adherence to credit union policies, procedures, and security standards 
• Participate in cash audits of teller drawers, vault, and branch operations 
• Support fraud prevention awareness and secure handling of member information
  

Administrative & Other Responsibilities

• Ensure accurate completion of branch reports and operational documentation 
• Other duties as assigned by management

Job Specifications

EDUCATION:  

A high school diploma or equivalent required. Associate degree or additional coursework in business, finance, or related field preferred. Equivalent experience may be considered in lieu of formal education. Continuing education in financial services is encouraged.

EXPERIENCE:  

• 2–3 years of experience in cash handling, drawer balancing, vault operations, and teller functions within a financial institution required 
• Minimum of 1–2 years of direct staff supervision, team lead, or branch leadership experience preferred 
• Experience in coaching, training, or directing employees in a customer service or financial services environment strongly preferred
• Experience in sales, member service, and financial institution operations is highly desirable.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong knowledge of, or ability to quickly learn, financial institution products, services, and operations 
• Excellent communication, interpersonal, and customer service skills 
• Strong leadership, coaching, and team development abilities 
• Proven problem-solving and decision-making skills, including handling sensitive or complex situations 
• Ability to work independently and collaboratively in a fast-paced environment 
• Sales aptitude with a strong member-first mindset 
• Proficiency with basic computer systems and office equipment (phones, computers, printers, fax machines) 
• Strong attention to detail and commitment to accuracy in cash handling and documentation

Physical Requirements

• Ability to lift up to 50 pounds as needed 
• Ability to stand or sit for extended periods
• Frequent use of standard office and banking equipment

EMPLOYEE ACKNOWLEDGEMENT:  

I acknowledge that I have received, reviewed, and understand the responsibilities, duties, and requirements of this position. I understand that this job description is intended to provide a general description of the essential duties and responsibilities of the position and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. 

I understand that this job description does not constitute an employment contract or guarantee of employment and may be modified, revised, or updated as organizational needs, business requirements, or the responsibilities of the position change. I understand that I may be required to perform other related duties and responsibilities as assigned.

My signature below confirms that I have reviewed and understand this job description. It does not necessarily indicate that I agree with every statement contained herein.