Assistant Branch Manager

Branch Location: 240 State Road 7

GENERAL FUNCTION 

Assistant Branch Managers help the Branch Manager lead the day-to-day success of a Money Mart branch while staying hands-on with customer service, sales, financial service transactions, cash controls, compliance, and daily branch operations. 

Reporting to the Branch Manager, this role supports branch profitability, customer experience, recruitment, training, coaching, performance management, and operational execution. Assistant Branch Managers help Team Members deliver friendly, accurate, and compliant service, achieve individual and branch goals, and may step in to perform Branch Manager duties in the Branch Manager's absence. 

Retail Team Members generally perform their duties within a secured work area protected by bullet-resistant glass and a controlled-access mantrap. Once hired, all retail Team Members complete an internal multi-week Ready to Work Alone (RTWA) certification before working independently. 

DUTIES/RESPONSIBILITIES 

• Provide a high-quality customer sales experience by performing and overseeing customer transactions, answering questions, educating customers, and selling financial services/products. 

• Assist in driving strategic goals and sales targets of the branch by maximizing sales, reviewing branch and individual sales performance, identifying cross-selling and referral opportunities, managing collection efforts, and controlling expenses.  

• Promote, recommend, and process loans, credit cards, check cashing, money transfers, money orders, bill payments, and other related products and services based on the customer's needs, financial circumstances, and applicable company policies and regulatory requirements. 

• Clearly explain product and service features, benefits, fees, repayment terms, payment options, renewals, refinancing options, and other important information using approved marketing materials. 

• Collect, review, verify, and document required customer identification, financial, application, and supporting information to process products and services, ensuring all applications/transactions are complete, compliant, and accurately recorded. 

• Monitor and maintain accurate customer data, loan/credit files, account notes, and transaction records in all required systems to limit errors and support compliant branch operations. 

• Contact customers over the phone with past due balances and negotiate payment terms and schedules within authorized guidelines. 

• Resolve customer concerns at the branch level where possible and escalate to the Branch Manager and District Manager when required. 

• Assist in protecting company assets and maintaining strong Quality Assurance standards by supporting adherence to safety, security, Loss Prevention, customer service, Global Audit, and company policy requirements. Work with the Branch Manager to coach employees, address deficiencies, and support corrective action where needed. 

• Assist in ensuring branch compliance with Know Your Customer (KYC), Anti-Money Laundering and Anti-Terrorist Financing (AML/ATF), privacy, consumer-protection, Recordable Transaction, fraud-prevention, cash-handling and record-keeping requirements. 

• Assist in monitoring daily cash and inventory control, including all cash handling, POS and financial service transactions, cash drawer reconciliation, to ensure all compliance measures are met, and variances are minimized. 

• Assist with operating plans, staffing, recruitment, onboarding, training, scheduling, coaching, performance reviews, and employee development.  

• Support Team Member growth, engagement, and retention by providing ongoing supervision, feedback, and coaching. When needed, work with the Branch Manager to address performance concerns.  

• Work with the branch team to maintain branch appearance for a customer-ready environment; oversee opening and closing procedures and complete required paperwork accurately in adherence with company standards. 

• Understudy and perform Branch Manager functions in the Branch Manager's absence. 

• Complete all other job-related duties as directed by Management. 

• Maintain availability to work peak branch hours, including evenings and weekends. 

EDUCATION 

• High School Diploma or equivalent. 

EXPERIENCE: 

• Two or more years of experience in customer service, sales, cash handling, retail, financial services, or a similar role. 

• One or more years of leadership, supervisory, team lead, or management experience is considered an asset. 

• Hands-on experience with POS transactions, financial service transactions, cash handling, reconciliation, opening/closing, customer transactions, and sales goals. 

• Track record of achieving or supporting sales goals, customer service results, collection efforts, expense control, and branch operating targets is preferred. 

• Experience supporting interviewing, onboarding, training, coaching, employee development, performance reviews, or performance management is considered an asset. 

• For Internal Applicants: successful completion of the company's LEAD Program and Coach Certification Program.  

SKILLS 

• Ability to support, coach, motivate, and develop Team Members while contributing to engagement, retention, recruitment, selection, and performance management. 

• Working-manager mindset with the ability to lead the branch while supporting customer transactions, lending/credit application processes, cash handling and operational coverage when needed. 

• Sales-driven and customer-focused approach with the ability to identify customer needs, recommend appropriate products and services, support cross-selling, and contribute to branch sales performance. 

• Commitment to customer service excellence, including the ability to build rapport, answer questions, resolve concerns, and support a positive customer experience. 

• Strong problem-solving skills with the ability to assess customer, employee, and operational concerns and support practical solutions in a timely and professional manner. 

• Ability to help organize and support daily branch operations, including staffing coverage, customer experience, sales performance, cash control, collections, compliance, and expense awareness. 

• Excellent organizational, time management, prioritization, and multitasking skillswith the ability to perform effectively under pressure in a fast-paced environment. 

• Ability to support collection activities, negotiate payment arrangements within authorized guidelines, and reinforce collection expectations with Team Members. 

• Proficient with Microsoft Office software (Excel, Word, and Outlook) 

• Strong communicationand interpersonal skills, with proficiency in reading, writing and speakingEnglish.