Asst. Branch Manager

Position Purpose:

The Assistant Branch Manager supports the Branch Manager in leading daily branch operations, ensuring exceptional member service, sales performance, and operational compliance. This role is responsible for coaching and developing teller and member service staff to meet Credit Union goals while upholding service excellence and accuracy in every member interaction.

Job Specifications:

1. Strong communication and interpersonal skills to interact courteously and effectively with members, staff, and vendors.
2. Proven ability to lead, coach, and motivate a team to achieve sales, service, and operational goals. Leadership experience preferred.
3. Previous sales and consumer lending experience preferred.
4. Proficient with multi-line phone systems, computers, and standard office software.
5. Frequent standing; occasional bending, reaching, and lifting up to 35 pounds.
6. Intermediate math ability, including decimals, percentages, and fractions; typically acquired through high school completion.

Key Responsibilities

Member Service & Sales Leadership

• Champion the Credit Union’s member experience standards, ensuring every interaction reflects professionalism, care, and accuracy.
• Lead, train, and coach Tellers to deliver outstanding service while effectively identifying member needs and referring appropriate products and services.
• Oversee and drive the teller line’s sales and referral goals through coaching, tracking, and in-branch promotions aligned with Credit Union marketing initiatives.
• Support and assist branch manager with coaching Member Service Representatives on proper procedures, lending, account opening, and maintenance to ensure compliance and service consistency.

Operational Oversight

• Ensure adherence to Credit Union policies, procedures, and compliance requirements.
• Monitor and analyze branch performance, including error trends, cash handling, and transaction accuracy; implement corrective coaching as needed.
• Conduct required branch audits and maintain accurate, policy-compliant records.
• Review weekly exception and over/short reports; ensure proper dual control procedures are followed.
• Oversee branch safety, compliance, and facility maintenance.

Team Development & Administration

• Foster a positive, collaborative, and professional work environment that promotes teamwork, accountability, and employee engagement.
• Evaluate staff performance, provide ongoing feedback, and complete annual reviews and disciplinary actions when necessary.
• Coordinate work schedules and approve time-off requests to ensure adequate coverage.
• Facilitate regular staff meetings and huddles to review performance results, share updates, and reinforce service and operational priorities.
• Support hiring, onboarding, and ongoing development of retail staff.

Member Support & Branch Coverage

• Provide backup assistance for Member Service Representatives and perform teller or member service duties as needed, including new accounts, loans, teller transactions and more.
• Serve as branch Subject Matter Expert for HSA and IRA processing.
• Provide coverage and support at other branch locations as needed.

Other Duties

• Perform additional responsibilities as assigned to support branch and organizational goals.