Branch Manager

Title: Branch Manager 

Classification: Exempt

Reports to :  Director of Operations, V.P of Operations                  

Supervises:  Assistant Branch Manager, Teller Supervisor, Member Services Rep., Teller

 General Summary

 Lead a high-performing team to deliver exceptional member service across all areas of branch operations, including accounts, loans, and new memberships. Promote a culture of empathy, empowerment, accountability, and ethical decision-making, while ensuring operational excellence, regulatory compliance, and a strong sales and service environment.

Duties and Responsibilities:

Maintain a highly motivated, well-trained staff, maintaining effective employee relations.

Lead by example to foster a culture of accountability, teamwork, and continuous improvement.

Champion a member-focused culture that aligns with the credit union’s values and strategic goals.

Cultivate a high-performing team focused on delivering exceptional member experiences through personalized service, attention to detail, and a deep understanding of member needs. 

Apply and evaluate policies and procedures for the branch. Ensure that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.

Serve as a visible and active representative of the credit union in the community; participate in outreach initiatives, volunteer events, and business development opportunities.

Evaluate the job performance of branch staff to ensure quality of work and service to members.

Monitor branch activity, including branch loan and deposit production, transaction volume, errors, teller and loan personal sales.

Develop and implement branch-level sales strategies to drive growth in loans, deposits, and member engagement.

Foster a learning environment through regular feedback, training, and mentoring.

Schedule adequate staff to ensure efficient branch operation.

 Manage the safety and security of the branch. Analyze and monitor security and safety policies and procedures on an on-going basis.

Proactively identify operational inefficiencies and implement innovative solutions to improve branch performance and member satisfaction. 

Conduct loan interviews. Process and close loans.

Provide backup to all personnel to ensure seamless operations; this includes processing teller transactions, processing and managing the opening and closing of loans and new accounts, and performing other operational tasks as needed.

May be asked to provide support or fill in at other branch locations as needed.

Job Specifications

Professional, well-developed interpersonal skills essential to deal courteously and effectively with a diverse group of employees and members. 

Minimum two years of leadership experience.  

Consumer lending, and new accounts experience in a financial industry required.

Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

Work required frequent lifting of up to 20 pounds and occasional lifting of up to 35 pounds when carrying boxes and supplies to the stock room. This activity also requires occasional bending, squatting, twisting and reaching.