Assistant Financial Center Manager

About the role

The Assistant Financial Center Manager is accountable for service, sales, and operations for the Financial Center. This individual is responsible for all member and employee experience related activities through effective communication and coaching.

Responsibilities

• Ensure timely and accurate financial services are provided to the membership by demonstrating leadership, direction, and effective monitoring of staff at the Financial Center
• Partner with Financial Center team members to set value-add SMART goals and create Individual Development Plans impacting professional development
• Effectively demonstrate active listening, effective communication, and coaching skills when with team members in all delivery channels
• Establish appropriate documentation of developmental conversations to set a foundation for effective performance management, including but not limited to: annual and 90-day reviews, performance improvement, and Connections
• Correspond as a liaison between management and member advisors to ensure successful execution of financial center needs
• Conduct yearly performance evaluations to assess staff member accomplishments while setting desired goals for the coming year
• Hold recurring coaching meetings to go over progress, provide feedback and overcome any challenges
• Conduct interviews, provide training, and oversee performance to ensure that staff members can fulfill their duties effectively
• Guide team members in providing needs-based solutions for members and contribute to the overall wellness of the membership base and the Financial Center in a timely and accurate manner
• Model and demonstrate active listening and strong communication skills when working with members in all delivery channels while maintaining SECU’s service level agreements
• Actively take part in and coach all lobby leadership activities
• Lead the collaborative process inclusive of other business line partners that contributes to the deepening and enhancing of member relationships
• Develop, maintain, and grow effective working relationships with community partners, in support of retail banking objectives
• Engage in the community along with connections that contribute to member satisfaction and retention
• Capture member feedback regularly and act on it to enhance services and resolve concerns
• Actively ensure the Financial Center is meeting its goals by regularly monitoring Center and individual employee performance
• Educate, train and motivate team members to ensure quality referral and cross-sell success
• Model and demonstrate educating members on all applicable products, services and channels of delivery
• Positively influence employee engagement results by facilitating and fostering a cohesive, professional environment
• Partner with Financial Center management to set value-add SMART goals and create Individual Development Plans impacting professional development
• Exhibit expertise of the various functions and procedures of SECU’s divisions and operating partners
• Adhere to all federal, state, and SECU specific policies and procedures as well as participate in timely and effective audits
• Comply with security guidelines to ensure safety of self, other SECU team members, property, and member information
• Maintain compliance and identify opportunities for improvement by conducting routine audits and monitoring procedures
• Provides day-to-day coaching, guidance, and performance feedback to Membership Advisors and Member Service Representatives to ensure service, operational accuracy, and member experience standards are met
• Maintains individual and team performance, including referral activity, service quality, operational compliance, and adherence to branch procedures; addresses performance gaps promptly
• Schedules, workload distribution, and manages daily staffing needs to maintain efficient branch operations
• Supports hiring activities by participating in interviews, offering input on selection decisions, and assisting with onboarding and training new team members
• Ensures team members follow policies, regulatory requirements, and internal controls related to account opening, transactions, authentication, and member information security
• Provides real-time support for escalated member issues and serves as the next-level resolution point when frontline staff need assistance
• Reinforces a culture of member experience excellence through ongoing coaching, recognition, and accountability
• Tracks and documents performance observations to support evaluations, development conversations, and corrective-action processes when needed
• Models professional behavior, service standards, and operational accuracy, setting the tone for the branch team

Requirements

• High School Diploma is required
• College Degree Preferred
• At least 3 years of retail banking experience
• At least 1 year of leadership experience, including people management experience
• Demonstrates an understanding of SECU’s culture, core values, mission and strategic priorities as it relates to one’s work and overall performance
• Clearly communicates information, thoughts and ideas in a clear, concise and organized manner
• Identifies opportunities to improve efficiency, reduce errors, or enhance member satisfaction
• Prioritizes tasks effectively to support team goals and organizational timelines
• Applies critical thinking to troubleshoot issues and escalate concerns when appropriate
• Understands the importance of confidentiality, compliance, and ethical behavior in daily responsibilities
• Adapts to changes in processes, tools, or organizational priorities with a positive, solutions-focused approach
• Maintains professionalism in communication, behavior, and representation of SECU

Qualifications

• Proven leadership, relationship building, goal attainment in retail banking sector

Skills

• Effective communication and coaching skills
• Leadership and direction
• Performance management and coaching
• Financial services and member experience
• Product and service knowledge
• Regulatory compliance and security guidelines
• Team management and supervision
• Customer service and member satisfaction
• Collaboration and partnership building
• Training and development
• Problem-solving and critical thinking
• Confidentiality and ethical behavior
• Adaptability and change management
• Professionalism and behavior

Benefits

We provide comprehensive benefits, with a focus on total well-being:

• Medical, vision, dental benefits
• 401k plan with company matching
• Generous sick, vacation and personal leave
• And more...

2026 SECU Benefits Guide

SECU is committed to fostering a diverse, equitable, and inclusive workforce where all individuals are valued and respected. We take pride in providing equal opportunities for all qualified applicants regardless of race, ethnicity, national origin, gender, sexual orientation, gender identity or expression, religion, military or veteran status, or any other characteristics protected by law.