Branch Manager

About the role

The Branch Manager at Pacific Service Credit Union is responsible for managing and executing branch strategy and daily operations to drive local market growth while delivering exceptional, member-focused service.

Responsibilities

• Manage staffing responsibilities, including hiring, training, cross-training, counseling, performance evaluation, and discipline of all department personnel.
• Directly manage a team of branch employees by providing day-to-day leadership, coaching, and performance management to deliver exceptional service across all member communication channels.
• Develop and execute strategies to drive credit union growth in the local market.
• Guide team members by leading through example to ensure professional, timely, accurate, and engaging interactions with members and prospective members.
• Drive a performance- and culture-focused department by analyzing members' needs, aligning solutions with products and services, consistently meeting or exceeding branch goals.
• Lead and support team members through change, resolving high-pressure situations with professionalism, tact, and emotional intelligence.
• Serve as a brand ambassador in the local market, leading and supporting business and community development initiatives, including community and corporate events.
• Deliver exceptional service while assisting members and non-members with banking transactions, withdrawals, transfers, payments, account maintenance, and fraud assistance.
• Conduct thorough needs assessments and manage the processing and funding of loan applications for new and existing members, in compliance with NMLS requirements.
• Independently handle and resolve escalated member concerns with discretion, diplomacy, and sound judgment in complex and sensitive situations.
• Maintain expert-level knowledge of the credit union's products and services, including complex account types such as Trusts, POAs, IRAs, and other fiduciary accounts.
• Manage tasks related to Audit Checklist, as well as all daily, monthly, and quarterly responsibilities to contribute to a successful audit.
• Perform reconciliation and balancing of the Vault, Cash Recycler, ATM, and individual cash drawer.
• Recommend and implement process improvements, using data-driven insights and evolving technology to improve efficiency and member experience.
• Mentor and coach team fostering a culture of high performance, continuous improvement, and professional growth in accordance with the credit union's performance management philosophy.
• Set clear goals and objectives for team members, providing regular feedback and performance evaluations.
• Support and participate in enterprise-wide initiatives, including product development and enhancement, cost optimization, and process improvement efforts designed to increase efficiency, streamline operations, and ensure organizational relevance.
• Aid in the creation and implementation of the annual plan and budget.
• Take ownership of responsibilities, sets clear objectives, delivers results, and follows through on commitments.
• Model integrity and professionalism, reinforcing trust, discipline, and operational excellence within the team.
• Ensure compliance with a variety of internal policies and procedures.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.

Requirements

• Minimum three (3) years within a supervisory role at a credit union, bank, or related field, required.
• Proven experience coaching and developing individual employees and teams to success.
• Demonstrated business and community development experience, including serving as a brand ambassador at local businesses and community events, and prospecting new business partnerships.
• Self-starter with the ability to manage projects independently, follow through to completion, and meet deadlines in a fast-paced environment.
• Proven experience managing cross-functional projects.
• Confident and effective in delivering presentations to both large and small groups.
• Strong interpersonal skills with the ability to communicate clearly and professionally with employees, members, and executive leadership in person, via phone or email.
• Proven ability to handle and resolve difficult or escalated situations with professionalism and tact.
• Solid knowledge of credit union operations, products and services, policies, and applicable regulatory requirements.
• Experience representing an organization or brand in the community and with business partners, including sourcing and cultivating new business relationships.
• Experience leading diverse work teams, required.
• Excellent oral and written communication skills required.
• Must be proficient in computer programs (e.g., Microsoft Office Suite).

Qualifications

• High School diploma or equivalent, required.
• College degree in business, marketing, sales, or other related business discipline, preferred.

Skills

• Drives vision and strategy.
• Prioritizes and organizes work.
• Drives outcomes.
• Emotional intelligence.
• Buys talent.
• Manages ambiguity.
• Team leadership.
• Delegation.
• Change management.

Benefits

• Health insurance coverage: 100% premium employer-paid medical, dental, vision, disability, and basic life insurance for full-time employees and a low monthly premium for eligible dependents.
• 401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service.
• Bonus program: All employees are rewarded for attaining our annual organizational goals.
• Tuition Reimbursement program for employees eligible after six months of service.
• Recognition program where employees can be nominated by management, their peers or by members.
• Employee referral bonus.
• Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service.
• Vacation and sick time: Full-time employees receive more than two weeks’ vacation per year, 11 paid holidays and 10 days of sick leave.

Pay

Competitive salary commensurate with experience.

Schedule

Standard branch hours, Monday through Friday.