Bilingual Spanish Branch Manager II (71811)

SERVICE

Absorbs responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Supports, educates, respects, values, innovates, communicates, empowers. Consistently demonstrates a commitment to the Credit Union's principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias, and supporting JHFCU's diverse employee base and membership.

FUNCTIONAL RESPONSIBILITIES

• Act as the primary face and personal connection for members within the branch, creating a welcoming, hospitality-driven environment.
• Model and reinforce consultative relationship development, guiding employees to understand member needs and deliver thoughtful, solutions-oriented support.
• Maintain an active presence on the floor, supporting lobby flow, observing interactions, and stepping in to support members as needed.
• Take ownership of branch-level member concerns, ensuring issues are resolved with care, transparency, and follow-through.
• Ensure members receive a consistent, high-quality experience regardless of employee, transaction type, or visit.
• Foster strong relationships and meaningful member conversations.
• Coach employees to recognize opportunities to deepen relationships and connect members to appropriate products, services, and resources.
• Partner with the AVP, Member Experience to align branch performance with broader experience and growth priorities.
• Maintain strong working relationships with investment services, mortgage, and other specialized teams, ensuring timely referrals and coordinated support that best serves member needs.
• Use branch-level performance data and trends to inform coaching conversations and identify opportunities for improvement.
• Partner with Operations and other internal teams to escalate issues, implement process changes, and support operational improvements.
• Balance operational accuracy and efficiency with a consistent focus on member experience and service quality.

LEADERSHIP & PARTNERSHIP

• Serve as the visible, engaged leader of the branch, modeling service, professionalism, accountability, and member-first behaviors.
• Lead, coach, and develop branch employees through regular observation, real-time feedback, and structured coaching conversations.
• Provide targeted development support based on individual performance, experience, and growth needs.
• Reinforce clear expectations for ownership, follow-through, and consistency in how members are supported.
• Build a culture of trust, accountability, and continuous improvement aligned with the expectations set by the AVP, Member Experience.
• Oversee branch staffing, scheduling, onboarding, and training to ensure appropriate coverage and readiness.
• Participate in recruitment, interviewing, and selection of branch staff to build a strong, service-oriented team.
• Ensure employees are well-trained, confident, and supported to perform their roles effectively.
• Address performance concerns promptly and constructively, partnering with HR and the AVP, Member Experience as needed.
• Represent the credit union positively within the community and build trust with members and partners.
• Collaborate with other branches and departments to support consistency, shared learning, and alignment across the organization.
• Support credit union initiatives, programs, and changes by reinforcing communication and expectations within the branch.

QUALIFICATIONS

• High School Diploma
• Minimum five (5) years' related banking or credit union experience
• Minimum two (2) years' supervisory experience at a financial institution, preferably a credit union
• Equivalent combination of education and experience will be considered
• Requires knowledge of credit laws and regulations
• Must obtain and properly maintain a Notary and Signature Guarantee
• Bilingual Spanish is required