Branch Operations Specialist

Who We Are

At SECU, we put our employees first, recognizing that their well-being and professional development are vital to our success. By fostering a supportive and empowering work environment, our employees are committed to helping members achieve long-term financial security. They are also inspired to give back to the communities we serve by volunteering and spreading kindness, which reflects our core values and who we are as an organization.

Every employee at SECU contributes to our member’s financial well-being, and we’ll always do what’s right for our members, employees, and communities.

Feel good about what you do. Belong to a place where you matter and can make a difference.

What You Will Do

The Branch Operations Specialist is responsible for providing operational support to various departments and initiatives across SECU, with a focus on our Retail network. Using their knowledge, experience, and judgment, this role responds to daily inquiries, conducts research, resolves issues, and consistently demonstrates a strong commitment to service.

The Branch Operations Specialist acts independently to make time-sensitive decisions while balancing Member and Employee Satisfaction goals with operational guidelines and regulations.

The role also includes educating, training, and coaching staff and leaders. The Specialist conducts audits of branch operations and provides operational reports to Market Managers on opportunities for improvement in financial centers. This position requires collaboration, clear communication, and continual follow-up to meet service expectations.

In addition, the Branch Operations Specialist collaborates across the organization to implement new procedures, improve existing ones, and enhance system functionality. They also build strong partnerships with SECU staff, consortium departments, and external vendors.

The Branch Operations Specialist adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act and related regulations, such as OFAC, and the USA Patriot Act, Fair Lending and Information Security.

A Day In Your Life Might Include

Deposit Operations & Compliance

• Educates staff on SECU products and services. Shares knowledge not only with Retail but across the credit union and consortium.
• Monitors email requests from all locations within SECU and the consortium. Responds to inquiries within department SLA.
• Educates and coaches staff as needed and meets department SLAs for responses.
• Develops and communicates updates to policy and procedures and system functionality to all staff.
• Processes transactions that exceed the branch authorities. Provides approval of transactions, such as wires, over the FCM and AFCM limits.
• Serve as a subject matter expert for all branch deposit related functions, policies and procedures, and systems.
• Collaborates with others to identify member impacts and distributes timely alerts throughout the issue with a focus on providing work-around solutions.
• Serves as liaison for our consortium to answer questions, assist with implementation of changes and update job resource materials.
• Maintains expertise in all deposit-related regulations and State and Federal laws and ensures SECU and staff compliance.
  
  

Member Experience & Issue Resolution

• Completes thorough research into escalated member complaints to the CEO, DLLR, BBB, NCUA and other sensitive matters. Documenting member issues, resolution and response with a focus on member service and mitigating risk to SECU.
• Conducts periodic quality control reviews to address errors proactively, coordinate corrections, and provide coaching if needed.
• Identifies root causes for any member or staff friction, proposes solutions, and collaborates with others to resolve as needed.
  
  

Projects/ Process Improvement

• Provides operational support on project teams, educates others on processes, delivers tasks on time, and ensures effective implementation.
• Maintains strong attention to detail when testing new system functionality and system upgrades to ensure systems work as necessary and minimize go-live issues for staff or members.
• Completes various tasks to support departmental and organizational objectives.
  
  

Additional Responsibilities May Include

• Reviews monthly Branch Audit reports to ensure compliance, coach retail management on any errors, and prepare reports on branch compliance as needed.
• Assists with annual audits to ensure compliance with all SECU policies and procedures.
• Conducts onsite audits of financial centers to confirm that proper operational controls are in place. Train and coach staff as needed.
• Independently conducts annual Operational Reviews of SECU branches to ensure the staff follow all required policies and procedures. Partner with Retail leadership on action plans to address issues.
  
  

Education Requirements

What we need from you:

• B.A. or B.S. degree in a related field (such as finance, business management, logistics, or process management), or an equivalent combination of education and experience that provides the skills and knowledge required to perform the essential functions of the role effectively.
  
  

Experience Requirements

• 3-5 years of progressively responsible related work experience in banking/credit union processing, operations, or consumer service is required.
• Financial Institution experience required, preferably in a branch environment.
• Management experience preferred. Ability to effectively have coaching conversations with leaders throughout the organization.
• User acceptance testing experience preferred.
• Ability to effectively have coaching conversations with leaders throughout the organization.
• Knowledge of regulations applicable to financial institutions preferred.
  
  

Physical Requirements

• Must be able to remain in a stationary position, often standing or sitting for prolonged periods
• Must be able to lift up to 25 pounds
• Ability to travel to financial centers and SECU Headquarters in Linthicum, Maryland as needed.
• Willingness to work evenings, weekends, and holidays when required.
  
  

Compensation Information: Offers will be commensurate with experience and education. Please Note: We typically hire at or below mid-point, which is $79,900 for this role.

• Salary: Min. $61,500 – Max. $98,300
  
  

Other Compensation Includes

• Annual corporate-wide incentives
  
  

We provide comprehensive benefits, with a focus on total well-being:

• Medical, vision, dental benefits
• 401k plan with company matching
• Generous sick, vacation and personal leave
• And more...2025SECUBenefitsGuide.pdf
  
  

SECU is committed to fostering a diverse, equitable, and inclusive workforce where all individuals are valued and respected. We take pride in providing equal opportunities for all qualified applicants regardless of race, ethnicity, national origin, gender, sexual orientation, gender identity or expression, religion, military or veteran status, or any other characteristics protected by law.