Branch Lead - Central Park Branch

About the role

The Branch Lead, as part of the branch leadership team, plays a critical role in supporting branch operations and delivering exceptional member service across one or more locations. This position leverages a deep understanding of branch roles and functions to guide employees, resolve complex transactions, and foster positive member and team relationships. The Branch Lead influences individual and branch sales performance by modeling behaviors in member interactions and coaching employees to identify member needs and confidently offer and close appropriate products and services. The Branch Lead contributes to branch growth through community involvement and overseeing member outreach initiatives, while actively supporting Credit Union initiatives by gaining and sharing knowledge and fostering employee engagement.

Responsibilities

• Utilize knowledge of the Financial Service Specialist role to serve members accurately and efficiently, modeling superior member service behavior that meets sales and service expectations.
• Shadow Specialists and observe Loan Officers on the branch floor, providing real-time coaching based on observed opportunities and successes, communicating observations to managers, and documenting them in the performance management tool.
• Support employees by reviewing and approving complex transactions, providing solutions to multifaceted situations, and assisting with error resolution while fostering positive member relationships.
• Independently manage fraud prevention by monitoring transactions for red flags, guiding employees in member verification, identifying emerging patterns, and collaborating with leadership to enhance awareness; escalate concerns to the Fraud Department.
• Monitor, analyze, and present branch metrics to assess performance toward strategic initiatives such as sales, superior member service, and operational efficiency and accuracy.
• Create strategies and initiatives, with management support, to improve branch and individual employee performance.
• Design, deliver, and lead branch training tailored to address performance gaps, enhance service quality, and foster professional growth.
• Promote the Credit Union’s strategic direction, helping the team understand its mission and creating alignment so employees see how their work contributes to overall impact.
• Collaborate with workforce administration to ensure adequate branch staffing, balancing member service standards, employee efficiency, and productivity using branch forecasting and metrics.
• Support payroll functions based on employee attendance.
• Oversee the completion of branch-level operational audits and other duties across multiple locations, ensuring compliance with established policies, procedures, and regulations.

Requirements

• High School Diploma, GED, or equivalent.
• Availability to work during branch hours, including Saturdays, and to support multiple locations as needed.

Skills

Core Competencies:

• Communicate
• Navigate Change & Evolve
• Solve Problems & Make Decisions
• Plan, Prioritize, and Achieve
• Collaborate

Leadership Competencies:

• Demonstrate behaviors found in the Lead Self portion of the leadership model.

Functional Competencies:

• Member Sales: Gains member or potential member commitment to the best product, service, or idea for their needs using critical thinking and influence.
• Superior Service: Prioritizes and acts on the needs of members and employees, setting the tone and establishing rapport while summarizing and closing interactions positively.
• Organizational Awareness: Understands and aligns actions with the organization’s goals, core functions, needs, and values.
• Resilience: Thrives and grows in a rapidly changing and complex environment, displaying flexibility and a continuous growth mindset.
• Conflict Resolution: Works effectively through antagonistic situations to minimize relationship damage and promote shared goals.
• Initiative: Takes proactive and prompt action to accomplish work goals and achieve results beyond requirements.
• Mentorship: Helps others build awareness, confidence, and resources necessary to fulfill their potential, regardless of reporting relationship.
• Knowledge Sharing: Uses formal, informal, and systematic methods to impart information onto others.
• Creativity and Innovation: Thinks beyond traditional models to recognize opportunities and identify new and better processes.
• Critical Thinking: Takes outside knowledge into account while evaluating information.

Schedule

• Standard 40-hour workweek during branch hours of operation:
• Monday - Thursday: 8:45 AM - 5:45 PM
• Friday: 8:00 AM - 6:15 PM
• Rotating Saturdays: 8:45 AM - 1:15 PM (every other Saturday with a consistent weekday off)
• Scheduled hours may change based on business needs and future department growth.

This position requires an onsite presence at the Central Park Branch.

Pay

Starting at $24/hour, dependent on experience.

Benefits

• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums.
• Up to 26 days of PTO within your first year, including Volunteer Time Off and 11 Paid Holidays.
• 401(k) with a company match.
• Tuition Reimbursement.
• Up to 12 Weeks of Paid Parental Leave.

Physical Demands & Work Environment

• May be required to remain in a stationary position for extended periods.
• Exposure to potentially hazardous conditions, such as robbery; receives detailed instructions to minimize exposure.
• Frequently moves equipment or materials weighing up to 25 pounds between areas of buildings.
• Requires onsite presence at the assigned location for all scheduled shifts.