Assistant Branch Manager

About the role

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St Louis. Our mission is to provide great member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice. Who are you at Neighbors Credit Union? Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Responsibilities

• Leads with flexibility and accountability by providing hands-on leadership and strategic support across multiple markets or departments, ensuring consistent delivery of exceptional team member and member experiences while meeting performance and growth objectives.
• Drives proactive service and growth initiatives by setting service expectations, monitoring outcomes, and leading activities that support member acquisition, retention, and portfolio growth.
• Serves as an escalation and resolution leader by addressing complex member issues with sound judgment and ownership, ensuring timely resolution, satisfaction, and long-term relationship preservation.
• Provides leadership in digital and electronic service adoption by educating members and guiding team members on effective use of all electronic service delivery channels, both in-branch and through member-owned devices.
• Leads and models high-quality member engagement across all interaction channels—including in-person, correspondence, inbound phone, and video—ensuring consistent, professional experiences aligned with organizational service standards.
• Ensures integrity and accuracy of member records and systems by overseeing adherence to established guidelines, reinforcing accountability, and supporting effective system management practices.
• Supports and develops team members through coaching and problem resolution, addressing complaints constructively while identifying root causes and leading process improvements that enhance service and efficiency.
• Oversees financial transaction execution when needed, including cash handling, while ensuring team adherence to policies, controls, and operational best practices.
• Maintains strong regulatory and risk leadership by ensuring compliance with all federal and state regulations, promoting ongoing fraud awareness, and reinforcing training and risk-mitigation practices within the team.
• Executes and oversees supervisory operational functions, including auditing, ITM/ATM oversight, cash management, and vault maintenance, with accountability for accuracy, security, and compliance.
• Directly leads, coaches, and evaluates two (2) or more team members across multiple markets or branches, providing peer training, performance feedback, and development to support engagement and results.
• Demonstrates sound judgment in exercising people-management responsibilities, including corrective action and disciplinary measures, maintaining performance standards, reinforce accountability, and support a high-performing, service-focused culture.

Knowledge/Skills

• Demonstrated knowledge of leadership principles, operational practices, procedures, lending and collections, and marketing fundamentals.
• Strong understanding of financial products and their application