The Branch Manager is responsible for ensuring that branch associates deliver accurate, professional, and solution-focused service to members. This position oversees all aspects of the branch to ensure friendly and efficient service to the membership. Delegated authority by the Senior Vice President of Branches, the Manager is accountable for the overall operations of the branch in compliance with Board policies and applicable laws.

Account Management:

• Oversee member accounts to provide proactive solutions that help members achieve their financial objectives.
• Collaborate with associates to identify and address potential member issues, offering tailored solutions and financial advice.
• Ensure the quality of all member services, including loans, savings accounts, and other financial products.
• Coach associates to proactively resolve member concerns and provide solution-oriented assistance on financial challenges, fostering long-term member relationships.

Sales and Relationship Management:

• Promote the sale of credit union products and services, including credit insurance, vehicle warranty insurance, and Guaranteed Asset Protection (GAP) coverage.
• Set and achieve branch sales goals, including those related to loans, memberships, and savings products.
• Coach associates to identify member needs and provide recommendations for credit union products that align with their financial goals.
• Build and maintain strong public relations with members and the community, representing the credit union in a professional and approachable manner.
• Actively seek opportunities to grow membership and deepen member engagement through relationship-building strategies

Leadership:

• Lead and inspire branch associates to deliver accurate, professional, and solution-focused service to members.
• Foster a positive, collaborative work environment that encourages associates to achieve personal and team goals.
• Oversee the ongoing development and training of branch associates, focusing on skill-building and professional growth.
• Conduct regular performance evaluations and provide coaching to ensure associates meet service standards and organizational goals.
• Hold periodic associate meetings to discuss areas for improvement, procedural changes, and educational opportunities.
• Serve as a role model by maintaining a professional demeanor and positive attitude, setting the standard for exceptional member service.

Oversight and Compliance:

• Manage the overall operations of the branch, ensuring compliance with all Board policies, credit union procedures, and applicable laws and regulations.
• Monitor and enforce adherence to credit union policies, promoting a culture of accountability and integrity.
• Conduct regular audits and reviews to ensure accuracy and efficiency in branch operations, including loans and savings products.
• Serve as a lending advisor, utilizing the AI loan decisioning system to evaluate applications and provide input on loan approvals while ensuring compliance with lending regulations and credit union policies.
• Maintain open communication with associates in administration and leadership to align branch goals with organizational objectives.

Additional Responsibilities:

• Collaborate with Human Resources to recruit, interview, and hire qualified candidates for branch positions, ensuring alignment with the credit union’s values and service standards.
• Perform other duties as assigned, ensuring alignment with credit union objectives and contributing to the overall success of the organization.

• High School Diploma or GED required; Bachelor's degree in Business Administration, Finance, or related field preferred.
• 6+ years of experience in cash handling and customer service, preferably in a financial institution.
• 3+ years of management experience in a customer service/sales environment.
• Strong leadership capabilities with the ability to manage, inspire, and mentor a team toward achieving organizational goals.
• Extensive knowledge of credit union products, lending regulations, and financial operations.
• Ability to build and maintain strong relationships with members, associates, and the community.
• Expertise in operational compliance, audit processes, and risk management.
• Effective communication and public relations skills to represent the credit union professionally.
• Advanced problem-solving and critical thinking skills to address challenges proactively.
• Demonstrated success in achieving sales and membership growth targets.
• Experience managing complex branch operations, including oversight of lending and AI loan decisioning systems.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.