Branch Manager

Essential Functions & Responsibilities

• Manage daily branch operations, including staffing, scheduling, coaching, and oversight of the teller line and member services.
• Conduct performance reviews, coach and mentor staff, and make hiring and disciplinary recommendations.
• Promote business development and community engagement by educating members about Credit Union products and services, and participating in community events.
• Originate, underwrite, and process consumer, and home equity applications.
• Guide members through product options and ensure accurate documentation for timely underwriting and closing.
• Ensure compliance with BSA/AML, regulatory requirements, and cash handling procedures.
• Oversee and perform monthly audits of vaults, ATMs, and teller cash drawers in accordance with operational procedures.
• Provide resolution for complex member issues involving wire transfers, trusts, estates, POAs, business accounts, and escalated service complaints.
• Maintain facility, security, and branch equipment to ensure a professional and safe environment.
• Ensure dual control procedures, respond to alarms, and deliver staff training on security practices.
• Assist in the training and mentoring of The Greylock Team and support system-wide process improvements and consistency.
• Serve as Notary Public and/or Medallion Guarantee signer as needed.
• Maintain required MLO registration.

Performance Measurements

• Meet or exceed branch goals in member service excellence as measured by NPS.
• Meet or exceed branch goals in deposits, checking, loans, and referrals.
• Maintain audit and regulatory compliance with minimal exceptions.
• Staff are effectively coached, evaluated, and supported in their development, with GPS reviews completed on time and thoroughly.
• Branch operates efficiently, staying within budgeted expenses.
• Demonstrates commitment to Greylock's culture by creating safe, respectful, and inclusive spaces, and actively engaging in coaching, mentoring, and peer support.