Assistant Branch Manager

About the Role

The Assistant Branch Manager (ABM) supports the VP/SVP in overseeing the daily operations of the branch. This role includes ensuring the delivery of high-quality member service, maintaining operational efficiency, and ensuring compliance with regulatory standards. The ABM should have a broad thorough knowledge of all branch operational procedures and will assist with resolving member issues and complaints across all delivery channels. The ABM is also responsible for staff development and serving as a mentor for less experienced staff, as well as assisting the VP/SVP in community involvement efforts.

Responsibilities

• Assist in the management of the branch at the direction of VP/SVP, including all lending and deposit services, and demonstrate the ability to manage the branch in the absence of the VP/SVP.
• Delegate appropriate duties and follow up to ensure work is properly completed.
• Demonstrate a clear understanding of the Branch Operations Risk Assessment (BORA) and educate staff on BORA responsibilities.
• Identify and mitigate operational risk.
• Evaluate, process, and decision loans within Tier 5 Lending Limits.
• Oversee loan review processes to ensure compliance with SECU policy and keep staff updated on consumer lending policies.
• Assist Mortgage Loan Officers (MLOs) in non-MLO functions as needed.
• Supervise the collections process for the branch, including lending and deposit account collection efforts.
• Monitor Key Performance Indicators (KPI) and identify improvement opportunities.
• Respond to members’ complaints or criticism promptly and courteously, overseeing complaint resolution by staff.
• Assist with personnel-related issues alongside the VP/SVP and Human Resources.
• Perform necessary functions in Workday, such as approving PTO, keying new hires, check-ins, and invoice approvals.
• Set performance goals for Member Service Manager (MSM) and Member Service Officer (MSO) staff.
• Interview and screen applicants, making recommendations for hiring.
• Serve as a mentor/leader to all staff, ensuring they are knowledgeable of SECU products, services, and policies.
• Monitor and analyze branch performance metrics and reports.
• Perform all Enhanced Expectations and Responsibilities of a Lead MSO and duties of any branch employee as needed.
• Maintain the physical facilities and equipment of the branch office.
• Oversee, encourage, and process member referrals to specialists for real estate lending, insurance, investments, and estate planning.
• Provide quality referrals for basic Financial Advisory Services (e.g., insurance, retirement planning, investment services, trust services).
• Attend required leadership training classes, such as "Better Conversations Every Day," "Tools for Leadership Challenges: Delegation and Conflict," and SECU-LEAD.
• Assist with the notification and explanation of all personnel policies to staff.
• Organize community events to enhance Credit Union presence and promote Credit Union events (e.g., Member Appreciation Days, Back-To-School Supply Drive, Youth week events).
• Comply with all Credit Union policies and regulatory requirements.
• Ensure member information remains confidential and accounts are accessed for business purposes only.
• Enforce security and control procedures among branch employees.
• Perform other duties and projects as assigned.

Requirements

• High school diploma or GED equivalent.
• Preferred: Bachelor’s degree, CCUE Certification, or Associate of Arts/Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Minimum 7 years of SECU or directly related experience strongly preferred.
• Aptitude for meeting people and developing member confidence, respect, and trust in the Credit Union.
• High degree of written and verbal communication skills.
• Genuine concern for the welfare of members and the development of team members.
• Must meet the qualifications of a Lead MSO.
• Demonstrated proficiency and outstanding performance in lending.
• Ability to manage others harmoniously with good results.
• Fluency in English.
• Ability to cooperate and collaborate with co-workers.
• Cordial in all interactions with members and co-workers.
• Adherence to the work schedule and attendance policy established by the manager.
• Understanding of and dedication to the Credit Union philosophy and work ethic.

Work Environment

Office setting with physical proximity to other employees and members. Some background noise from other employees, printers, telephone, and coin machine.

Physical Demands

• Ability to comprehend and carry out job demands.
• Substantial amount of sitting.
• Use of hands and fingers to press keys on a computer keyboard and telephone keypad.
• Ability to comprehend phone calls.
• Ability to lift 10-15 pounds.