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About the Role

The Assistant Branch Manager works alongside the Branch Manager to oversee daily branch operations, manage staff, ensure operational efficiency, and support excellent member service. This role involves fostering a collaborative team environment, maintaining compliance, and assisting in achieving branch goals.

Responsibilities

• Work closely with the Branch Manager to maintain a collaborative, performance-driven team environment focused on continuous improvement.
• Lead, coach, and support branch staff to build a well-trained, motivated, and accountable team.
• Promote a respectful and professional workplace that delivers consistent, high-quality service to all members.
• Encourage a member-focused approach through consultative service and proactive product engagement.
• Provide consistent, actionable feedback and address performance issues to support individual and team development.
• Monitor key performance metrics and employee input to identify opportunities for recognition, coaching, and operational improvements.
• Ensure the delivery of products and services to members adds value and enhances their experience.
• Maintain thorough knowledge and proficiency in all branch systems and equipment, including Teller, Financial Services Representative, and Teller Supervisor roles.
• Actively monitor and manage member service levels to meet branch goals.
• Step into any branch employee role, including the Branch Manager, as needed to provide support and ensure optimal member service.
• Assist staff with daily operational questions, concerns, and tasks.
• Actively engage with members to identify referral and sales opportunities across all business lines.
• Conduct relationship management activities aligned with corporate objectives.
• Lead sales and service efforts with existing and potential members/Select Employee Groups to ensure their needs are met and identify new leads.
• Coach staff to ensure product offerings are tailored to member needs and sales goals are met.
• Monitor service levels and resolve escalated member concerns, fostering strong member relationships.
• Develop operational excellence with a focus on superior member service while minimizing risk.
• Ensure compliance with branch and Credit Union policies, procedures, and regulatory standards.
• Regularly review operational and lending quality control reports, making adjustments as needed to maintain standards.
• Ensure all staff are familiar with and adhere to audit and regulatory requirements.
• Stay informed of changes to policies, procedures, and compliance requirements, and ensure necessary updates are implemented at the branch.
• Collaborate with other departments to support their goals and contribute to the Credit Union’s overall success.
• Keep staff informed about changes through regular communication via email, Teams messages, daily huddles, and meetings.
• Take responsibility for personal growth and improvement through continuous training.
• Perform other duties as assigned.

Requirements

• 3 to 5 years of related experience in managing or leading large teams.
• Experience in a financial institution or similar customer-facing environment is preferred.
• Must be able to obtain or already possess NMLS certification in accordance with the S.A.F.E. Act of 2008.
• Work involves significant personal contact with others inside and/or outside the organization for conflict resolution, relationship building, and cooperation.
• Discussions require a high degree of confidentiality, discretion, diplomacy, and tact.
• Ability to manage and maintain a high level of education and training for branch staff.
• Must possess excellent verbal and written communication skills and the ability to conduct employee training.
• Proficiency with spreadsheets, word processing software, and general office equipment.
• Strong decision-making and problem-solving skills.
• Ability to plan, organize, and manage multiple tasks effectively.
• Skilled in developing team strengths through coaching and mentoring.
• Ability to manage tasks and develop plans within time and resource constraints.
• Strong interpersonal skills with a focus on creating a positive and collaborative work environment.
• Analytical mindset to identify opportunities for enhancing employee experiences.
• Frequently sit, talk, hear, and use hands for handling tools and controls.
• Occasional standing, walking, reaching, stooping, kneeling, crouching, or crawling.
• Ability to lift up to 50 pounds.
• Specific vision requirements include close vision and focus adjustment.
• Resourcefulness and problem-solving abilities on occasion.
• Frequent initiative-taking.
• Consistently concentrate, exercise sound judgment, and remain patient while interacting with members, employees, and vendors.

Skills

• Team Management
• Coaching
• Performance Management
• Member Service
• Sales
• Relationship Management
• Operational Excellence
• Compliance
• Policy Updates
• Communication (Verbal & Written)
• Training
• Spreadsheet Proficiency
• Word Processing Proficiency
• General Office Equipment Proficiency
• Decision-Making
• Problem-Solving
• Planning
• Organization
• Task Management
• Mentoring
• Collaboration
• Employee Development
• Analytical Thinking

Location

• Onsite

Work Type

• Full-time

Experience Level

• Managerial
• Leadership

Education Level

• Associate's degree or equivalent practical work experience
• Completion of a specialized course of study at a business or trade school

About the Company

• The work environment is usually moderately noisy.