Assistant Branch Manager

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

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. The ABM assists the VP/SVP in community involvement efforts.

Responsibilities

• Assist in the management of the branch at the direction of VP/SVP and demonstrate the ability to manage the branch in the absence of the VP/SVP, including all lending and deposit services.
• 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 MLOs in non-MLO functions when needed, with training provided by the branch Mortgage Lending Specialist.
• Assist the Lead MSO with the supervision of 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 MSM and Lead MSOs.
• 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 MSM and MSO staff.
• Interview and screen applicants, making hiring recommendations.
• 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.
• Assist with maintaining 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).
• Complete required training: “Better Conversations Every Time,” “Tools for Leadership Challenges: Delegation and Conflict,” and SECU-LEAD classes.
• Assist with the notification and explanation of all personnel policies to staff.
• Oversee organization of community events to enhance Credit Union presence, including Member Appreciation Days, Back-To-School Supply Drive, and Youth week events.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure confidentiality of member information and access accounts for business purposes only.
• Ensure all branch employees follow security and control procedures.
• 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.
• Fluent 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.