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About the Role

The Assistant Branch Manager provides supportive leadership to the branch manager, playing an integral role in achieving sales, service, and operational performance goals. This position ensures corporate goals are met and that Credit Union policies, procedures, and controls are effectively implemented to protect the Credit Union and its members against risk and monetary loss. The Assistant Branch Manager actively coaches, develops, and holds staff accountable to achieve sales and service goals while ensuring operational excellence and compliance. This position supports all MCU initiatives aimed at leveraging products/services to meet corporate goals. In the absence of the Manager, or with the Manager, the Assistant Branch Manager is expected to be fully capable of managing and leading the branch in all aspects of the business to support members, the organization, and the team. The Assistant Branch Manager must also have the ability to adapt and pivot accordingly to meet challenges in a dynamic and evolving industry and consistently live MCU’s core values.

Responsibilities

Assist in hiring, assessing, coaching, developing, and retaining high-performing branch teams.
Responsible for successful onboarding and training of new employees.
Model and reinforce MCU’s values and organizational priorities to align branch activities with corporate strategy.
Assist in the creation, implementation, and achievement of branch business plans to meet organizational goals while maintaining an operationally sound branch.
Invest time and effort in ongoing coaching and development of branch staff.
Assist in the management and oversight of staffing and administrative functions of the branch, including succession plans, career plans, performance reviews, coaching and counseling documentation, promotions, and all human resources decisions for the branch.
Ensure timely execution of all required documentation.
Develop and promote teamwork and a positive branch culture, ensuring each employee has a means to discuss both positive and negative issues affecting their work.
Promote a culture of high performance and continuous improvement, ensuring staff understand how daily actions connect to broader organizational goals.
Leverage reporting tools and data to track progress and address performance gaps.
Actively look for ways to enhance overall branch operations and member service.
Collaborate effectively within Retail and with other departments.
Assist team with member escalations, owning issue resolution end-to-end.
Stay abreast of new products, services, and promotions and educates/supports the branch team.
Ensure consistency and uniformity in providing excellent member service, achieving sales and service goals, and ensuring the branch is operationally and regulatory compliant.
Drive and monitor performance activities such as branch sales and service strategy meetings, proactive member outreach, and outbound calling efforts.
Drive individual and team sales performance, holding staff accountable for meeting and/or exceeding organizational goals.
Ensure Core Value expectations are met, and that the member experience is courteous, attentive, and efficient.
Conduct regular one-on-one coaching and performance conversations to reinforce behaviors that drive member engagement, sales, and service excellence.
Create and sustain a sales through service culture, ensuring all staff possess and apply consultative sales, cross-sell, and relationship-building skills.
Provide ongoing coaching to the team regarding behaviors that will help members with their financial needs, motivating the team to embrace a member-focused culture and consistently offer suitable products and services.
Enhance member satisfaction by consistently engaging and connecting with members to exceed service expectations in a timely manner.
Resolve member escalations with empathy and professionalism.
Maintain a strong control environment, managing operational risk in line with policies and regulatory requirements.
Ensure the branch receives an audit grade of “Satisfactory” or better with no repeat findings across reviews.
Respond timely to audits with effective action plans to ensure ongoing safety and soundness.
Responsible for an effective and efficient operation within the branch, including vault oversight, cash levels, security of negotiable instruments, teller drawers and limits, and member documentation.
Ensure operations within the branch are consistently applied within policy/procedure as well as rules and regulations; maintain a clean, safe, and sound operation within the branch.
Maintain dual control over negotiable instruments and devices.
Responsible for branch scheduling to ensure proper resources are allocated to functions necessary to ensure an effective and efficient flow of member traffic.
Comply with BSA/AML/OFAC and SAR requirements and ensure branch staff do the same.
Ensure proper disclosures, marketing materials, etc. are readily available for staff to utilize.
Review and analyze branch reports and activities, including income generation, production goals and results, expense items, audits, etc. in order to successfully meet / exceed branch requirements, goals and objectives.
Utilize tools and reports to analyze, identify, and strategically address member trends within the branch.
Travel and work at other branch locations as required.
Perform other related duties as requested and special projects as assigned.

Requirements

Bachelor’s degree required
Minimum 4 years of experience in customer service/ retail leadership role required
Minimum 3 years of banking operations experience required
Highly ethical and committed to MCU’s core values
Strong leadership and interpersonal skills
Proven results in sales, service, and operations including meeting or exceeding set objectives
Demonstrated ability to coach, motivate, and hold staff accountable
Demonstrated success in planning, organizing, and leading people and activities.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Excellent verbal and written communication skills
Excellent organizational and time management skills
Technologically proficient, including Microsoft suite and digital banking tools
Effective problem-solving skills and demonstrated ability to maintain composure when interacting with members and MCU team.
Must be able to work under pressure and be available to work flexible hours, including weekends
Growth Mindset
Proven ability to manage change and reinforce organizational priorities
Capacity to take calculated risks and innovate
Experience in setting vision and strategy
Lead by example and encourage team in developing adaptability
Effective Communication
Prioritizes developing others
Thinking that values diversity and difference
Proven ability to build and maintain relationships at all levels of the organization
Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work
Results - Passionate about winning.
Agility - Proactively anticipate, respond, and pivot to ensure MCU wins.
Integrity - Operate with the highest ethical standards and highest degree of honesty.
Belonging - Cultivate a culture of inclusion and teamwork.
Ownership - Take personal responsibility and hold ourselves accountable for the results.

Skills

Sales
Service
Operations
Leadership
Coaching
Development
Onboarding
Training
Teamwork
Communication
Problem-solving
Time management
Microsoft suite
Digital banking tools
BSA/AML/OFAC compliance
SAR reporting

Location

Other branch locations as required

Work Type

Full-time

Experience Level

Minimum 4 years of experience in customer service/ retail leadership role
Minimum 3 years of banking operations experience

Education Level

Bachelor’s degree

Salary/Compensations

$66,300-75,330 annually

Benefits

Discretionary bonus
401(k) with an 6% employer match per pay period
Medical insurance
Vision insurance
Dental insurance
Life insurance
Disability insurance
Flexible paid time off
11 paid holidays annually

About the Company

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members.
For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals.
With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission: To help hard-working New Yorkers build better tomorrows
Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures

Equal Opportunity

Municipal Credit Union (MCU) is an Equal Opportunity Employer.
Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home.
Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.