Assistant Branch Manager/Team Leader

About the role

The Assistant Branch Manager/Team Leader reviews documents and transactions prepared by team members to ensure accuracy, oversees scheduling, recommends and acts upon employment decisions, coaches team members and conducts timely performance evaluations, and initiates the progressive disciplinary process when performance is subpar. This role serves as a coach and mentor, using exceptional member service experience to onboard all new Member Service Associates (MSA), Senior MSAs, Personal Financial Representatives (PFR), and Senior PFRs in the branch. The Assistant Branch Manager/Team Leader fluidly transitions between tasks assisting members and supporting the branch as an MSA, Sr. MSA, PFR, or Sr. PFR, and excels at deepening member relationships through referrals, follow‑up, and outbound contact.

Responsibilities

• Provide exceptional member service; solve problems, take ownership of concerns, provide prompt resolutions, and follow up appropriately
• Handle complex and sensitive member concerns
• Maintain core understanding of financial literacy, products, and services; converse fluently with members
• Offer appropriate products/services to deepen relationships; refer to expert team members or departments as needed
• Make outbound calls to establish, grow, and nurture member relationships
• Ensure branch equipment is functional; act when equipment malfunctions
• Review documents and transactions for adherence to regulations and credit union policies/procedures
• Partner with Branch Manager/Area Branch Manager to oversee scheduling, interviewing, hiring, progressive discipline, and timely performance evaluations
• Onboard, train, and mentor new branch team members
• Train and develop senior positions as peer leaders
• Ensure overall branch safety and security; enforce strict adherence to safety policies
• Coach and mentor team members for proficiency and career goal achievement
• Perform Branch Manager duties in their absence
• Fluidly transition between MSA, Sr. MSA, PFR, and Sr. PFR tasks as necessary
• Understand, discuss, and open business accounts, deceased‑owner accounts, and other complex accounts/distributions
• Discuss, gather, and collaborate with members and appropriate departments to open/maintain specialty accounts (Trusts, UTMAs, Estate Accounts, Representative Payee, Attorney‑in‑fact, Durable Power of Attorney, etc.)
• Complete branch audits and certifications per regulations, policy, and procedures
• Open new accounts and assist non‑members with establishing membership
• Accurately take consumer lending applications, review credit reports, submit loan documentation, and close loans
• Discuss IRAs and HSAs with members/non‑members; meet predetermined goals
• Process international and domestic wire requests
• Act as Notary Public; perform notarial services per state regulations and credit union policies
• Observe and monitor cash activity to ensure branch and team members stay within established cash limits
• Open consumer deposit accounts and perform account maintenance
• Place cash orders, supply orders, balance vault cash, and maintain ATMs
• Review and process overrides/approvals within authority while minimizing risk
• Perform branch certifications, cash drawer audits, cash drawer overages, and OFAC reports
• Perform transactions and service requests on member accounts accurately and timely
• Follow all cash handling procedures; balance cash drawer (vault) daily; load/balance Cash Dispenser/Recycler/ITM
• Issue, record, and file monetary instruments and reports per Bank Secrecy Act
• Oversee team members assisting with Digital Banking enrollment, navigation, resets, and maintenance; perform these duties as required
• Assist members with complex and sensitive fraud disputes
• Understand, discuss, enroll, and demonstrate member self‑service options
• Adhere to and/or help manage Gesa Credit Union Attendance Policy
• Participate in community and volunteering events to give back and promote Gesa Credit Union

Requirements

Education

• High School Degree (or equivalent) required

Experience

• At least two (2) years financial industry experience required
• At least one (1) year lending and account opening experience required
• Sales/relationship building experience required
• Cash handling experience preferred
• At least one (1) year customer service experience required

Skills & Attributes

• Professional written and verbal communication
• Sound decision‑making that minimizes risk in a timely manner
• Ability to ask open‑ended and clarifying questions to understand member needs
• Professional interpersonal skills for effective interaction with members, public, colleagues, and all leadership levels
• Respect and support for all areas of diversity in the workplace and membership
• Complete assigned training programs timely and accurately
• Participate in, encourage, and support a team environment
• Meet or exceed established service levels, job performance, and organizational goals
• Adapt to changing priorities with a positive attitude
• Prioritize tasks, delegating when appropriate
• Perform job to a reasonable, acceptable standard (attentiveness to detail, timeliness, quality)
• Exercise utmost discretion and sensitivity with member transactions
• Demonstrate and support credit union values and service standards
• Attend and engage in community events on behalf of the credit union
• Maintain confidentiality, control risk, and manage operations per company policies, procedures, and regulatory requirements
• Demonstrate high personal integrity and ethics
• Report for work on time and maintain regular attendance
• Some travel may be required
• Proficient with varying levels of technology

Leadership Core Competencies

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

Benefits

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year Paid Time Off plus 10 Paid Holidays
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Pay

Full Salary Range: $25.70–$42.83 per hour. Most new team members typically start between the minimum and midpoint based on experience and qualifications, with room to grow within the role as your career progresses.