Branch Manager

Pacific Service Credit Union Branch Manager

At Pacific Service Credit Union, we are committed to strategic growth through trust, innovation, and operational excellence. By empowering our internal teams with the tools and support they need to succeed, we strengthen organizational efficiency, ensure compliance, and advance our mission of enhancing member financial well-being.

The Branch Manager is responsible for managing and executing branch strategy and daily operations to drive local market growth while delivering exceptional, member-focused service. The role guides, coaches, and supports branch staff to maintain high service standards, achieve performance goals, and continuously improve through training, feedback, and professional development. This position manages operational integrity by monitoring compliance, audit readiness, cash controls, and regulatory requirements, while delivering complex transactions, loan origination, and fraud support. The Branch Manager coordinates business and community development efforts, serves as a brand ambassador, and builds lasting relationships with members and internal partners. Through ongoing evaluation and implementation of process improvements and technology, the role tracks performance and improves efficiency, service quality, and the overall member experience.

This role requires a hands-on leader with strong organizational and communication skills, and a proven ability to deliver results through effective planning, prioritization and effective execution. The position supports the organization's goals by managing day-to-day operations, coaching and developing staff, supporting strategic initiatives, and driving positive member/service outcomes.

Essential Job Functions

• Manage staffing responsibilities, including hiring, training, cross-training, counseling, performance evaluation, and discipline of all department personnel.
• Directly manage a team of branch employees by providing day-to-day leadership, coaching, and performance management to deliver exceptional service across all member communication channels.
• Develop and execute strategies to drive credit union growth in the local market.
• Guide team members by leading through example to ensure professional, timely, accurate, and engaging interactions with members and prospective members.
• Drive a performance- and culture-focused department by analyzing members needs, aligning solutions with products and services, consistently meeting or exceeding branch goals.
• Lead and support team members through change, resolving high pressure situations with professionalism, tact, and emotional intelligence.
• Strong ability to build lasting relationships with members and PSCU employees through effective communication, interpersonal skills, and trust.
• Support team member career development through ongoing coaching, feedback, and professional development.
• Serve as a brand ambassador in the local market, leading and supporting business and community development initiatives, including community and corporate events.
• Deliver exceptional service while assisting members and non-members with banking transactions, withdrawals, transfers, payments, account maintenance, and fraud assistance.
• Conduct thorough needs assessments and manages the processing and funding of loan applications for new and existing members, in compliance with NMLS requirements.
• Independently handle and resolve escalated member concerns with discretion, diplomacy, and sound judgement in complex and sensitive situations.
• Maintain expert-level knowledge of the credit union's products and services, to including complex account types such as Trusts, POAs, IRAs, and other fiduciary accounts.
• Manage tasks related to Audit Checklist, as well as all daily, monthly and quarterly responsibilities to contribute to a successful audit.
• Perform reconciliation and balancing of the Vault, Cash Recycler, ATM, and individual cash drawer.
• Recommend and implement process improvements, using data-driven insights and evolving technology to improve efficiency and member experience.
• Mentor and coach team fostering a culture of high performance, continuous improvement and professional growth in accordance with the credit union's performance management philosophy.
• Set clear goals and objectives for team members, providing regular feedback and performance evaluations.
• Support and participate in enterprise-wide initiatives, including product development and enhancement, cost optimization, and process improvement efforts designed to increase efficiency, streamline operations, and ensure organizational relevance.
• Assist with the creation and implementation of the annual plan and budget.
• Take ownership of responsibilities, sets clear objectives, delivers results, and follows through on commitments. Model integrity and professionalism, reinforcing trust, discipline, and operational excellence within the team.
• Ensure compliance with a variety of internal policies and procedures.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.

Supporting Functions

• Provide back-up and support to VP, as directed.
• Perform special projects and other responsibilities, as directed.

Competencies

• Drives vision and strategy: Understands organizational objectives and translates them into actionable team initiatives. Connects short-term tasks to longer-term goals to support growth, operational efficiency, and department performance.
• Prioritizes and organizes work: Efficiently manages tasks and resources, focuses on key objectives, anticipates needs, and balances multiple priorities under time constraints.
• Drives outcomes: Makes timely decisions, takes calculated risks, acts decisively, overcomes obstacles, and drives initiatives to successful completion.
• Emotional intelligence: Demonstrates self-awareness, adapts interpersonal style to context, regulates emotions, and interacts with empathy and respect.
• Builds talent: Recruits and retains talent, guides and cultivates employees, aligns strengths with opportunities, identifies and develops potential and creates a career-growth environment.
• Manages ambiguity: Effectively works with incomplete information, adapts to evolving circumstances, applies critical thinking and remains resilient under changing conditions.
• Team leadership: Drives collective success through effective teamwork and collaboration, leverages team strengths, meets commitments, and fosters collaboration to achieve shared goals.
• Delegation: Clarifies expectations, enables ownership, assigns appropriately challenging tasks and equips employees with the tools and guidance needed for success.
• Change management: Actively supports initiatives, guides teams through transitions, models adaptability and embraces change to achieve positive outcomes.

Required Minimum Qualifications

• Education:
• High School diploma or equivalent, required.
• College degree in business, marketing, sales, or other related business discipline, preferred.
• Experience:
• Minimum three (3) years within a supervisory role at a credit union, bank, or related field, required.
• Proven experience coaching and developing individual employees and teams to success.
• Demonstrated business and community development experience, including serving as a brand ambassador at local businesses and community events, and prospecting new business partnerships.
• Self-starter with the ability to manage projects independently, follow through to completion, and meet deadlines in a fast-paced environment.
• Proven experience managing cross-functional projects.
• Confident and effective in delivering presentations to both large and small groups.
• Strong interpersonal skills with the ability to communicate clearly and professionally with employees, members, and executive leadership in person, via phone or email.
• Proven ability to handle and resolve difficult or escalated situations with professionalism and tact.
• Solid knowledge of credit union operations, products and services, policies, and applicable regulatory requirements.
• Experience representing an organization or brand in the community and with business partners, including sourcing and cultivating new business relationships.
• Experience leading diverse work teams, required.
• Excellent oral and written communication skills required.
• Must be proficient in computer programs (e.g., Microsoft Office Suite).

Preferred Qualifications

• Knowledge of Symitar software system, preferred.

Physical Requirements

• Hearing: Ability to hear and comprehend spoken communication in person and over the phone.
• Vision: Ability to view computer screens and read documentation with clarity and accuracy.
• Verbal Communication: Ability to speak clearly and effectively to interact with colleagues and/or members. Frequent use of telephone headset may be required.
• Manual Dexterity: Proficient use of hands and fingers for typing, operating office equipment, and handling documents.
• Posture and Endurance: Ability to sit or stand at a workstation for extended periods; adjustable sit/stand desk options may be available to support comfort.
• Mobility: Ability to move within the office environment to attend meetings or assist colleagues, as needed.
• Lifting and Carrying: Occasionally required to lift and carry materials weighing up to 30 lbs.

Other Information

• Hours Required: This position requires working standard branch hours, Monday through