Assistant Branch Manager

About the role

This position proactively discovers and meets the financial needs of members through consultative sales. It services member accounts (both depository and lending), opens depository accounts, originates loans, and educates members about credit union products and services. The role ensures members receive excellent service at all times, following the credit union’s member service model. This position is the second in command in the branch and acts as the manager when the Branch Manager is out of the office. It involves participation in the Management Training Program with regular training and coaching sessions to further develop management abilities. The Assistant Branch Manager aids in leading coaching sessions, assists with branch scheduling, and has check approval and override authority.

Responsibilities

• Actively work with the Branch Manager and Chief Retail Officer to ensure the credit union’s organizational goals are met.
• Aid in ensuring all branch partners meet the credit union’s Member Service and Sales Expectations.
• Perform or oversee operational functions such as accepting deposits, withdrawals, transfers, cashing checks, receiving loan payments, processing credit card cash advances, selling traveler checks, and verifying/processing mail and night drop deposits.
• Actively coach and refer all credit union products and services to members.
• Assist the Branch Manager in ensuring branch partners proactively engage members and refer products/services to meet goals.
• Lead by example, resolve issues promptly, and assist in training branch partners on sales, member service, regulatory compliance, and credit union philosophy.

Teller Responsibilities

• Accept deposits, perform withdrawals and transfers, cash checks, and make loan payments.
• Sell traveler’s checks, cashier’s checks, gift cards, and other products at the teller line.
• Perform Visa and MasterCard cash advances as well as equity loan advances.
• Open, verify, and post mail, ATM, and night drop deposits/payments.
• Accept current and prior year IRA deposits.
• Follow credit union policy for check holds and completing Currency Transaction Reports.
• Balance cash drawer, checks, and traveler checks daily.
• Approve checks within authority limits.
• Cash bonds and update member records, including tax files.
• Verify branch cash shipments and ATM cash deposits.
• Process redemption and foreign currency orders, and facilitate foreign check creation.
• Assist in the security of the branch vault and safe deposit box operations.
• Operate and balance the coin machine, and assist members with coin counting.
• Operate the cash counter for branch balancing and auditing.

Operational Compliance/Audit

• Maintain minimal operational errors while performing member service duties.
• Aid in branch security and fraud prevention by greeting members, monitoring surroundings, and identifying fraudulent activities.
• Adhere to record retention requirements and complete all member documentation correctly.
• Follow BSA onboarding CIP procedures and comply with Regulation B, Regulation CC, and Regulation E.
• Educate members on Regulation D.

Member Service/Lending

• Assist members with a consultative sales approach, serving as a financial consultant.
• Handle member issues, concerns, and complaints, de-escalating as needed.
• Greet, assist, and aid all members with their needs while identifying opportunities to deepen relationships.
• Profile members and cross-sell appropriate products/services to meet their needs.
• Protect members’ lending needs with ancillary protection based on set goals.
• Track production and member-related issues via sales and production trackers.
• Order checks, offer notary services, and actively manage the sales pipeline.
• Process loan applications, close loans, and research the best options for members.
• Maintain positive relationships with Underwriters and Loan Operations Team.
• Prepare surety bonds with Accounting and manage decedent accounts.
• Create, maintain, and close certificates for members as needed.
• Proactively obtain new memberships through walk-ins, outbound calls, and appointments.
• Open new memberships, service existing accounts, and assist with fraud disputes and transaction research.
• Assist members in balancing checkbooks, reconciling account history, and managing personal financials.
• Process debit card orders, transaction research, travel notifications, disputes, and velocity changes.
• Perform stop payments and complete wire transfer documentation.
• Set up Automated Funds Transfers (AFT) for depository accounts and loan products.
• Maintain a functional understanding of IRA regulations, open/maintain IRA accounts, and process contributions/distributions.
• Understand business account types (Sole Proprietors, Corporations, LLCs, Non-Profits, Trusts, Estates) and open/maintain/close accounts as needed.
• Open and grow relationships with minor accounts.
• Meet sales, balancing, and member service goals.
• Uphold onboarding activities for new members with timely follow-up.
• Operate computers to post transactions, service accounts, process loan requests, and update member information.
• Perform branch opening and closing procedures safely and securely.
• Assist with monthly branch audit checklists and other reports.
• Promote a favorable image of the credit union in the community.

Supervisory Responsibilities

• Aid in supervising branch partners and serve as acting manager when the Branch Manager is absent.
• Carry out supervisory responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, planning, assigning work, appraising performance, and addressing complaints.
• Measure activities of platform and teller partners regarding job performance.

Qualifications

• High school diploma or GED; college degree preferred.
• Three to five years of related experience and/or training in a full-service financial institution.
• Notary Public certificate may be required.
• NMLS Registration may be required depending on location.

Skills

• Strong language and communication skills.
• Ability to maximize productivity and maintain an efficient, well-trained team.
• In-depth understanding of credit union products and services.
• Cooperative and positive attitude toward members and staff.
• Consistent adherence to the credit union’s member service expectations.