Branch Manager - Sudley Manor

About the role

Under general supervision, the Branch Manager is responsible for the efficient and effective management of a full‑service branch, ensuring prompt delivery of services to members in compliance with federal and state regulations and Apple FCU policies. The role includes coaching staff, developing business plans, and representing the credit union in the community.

Responsibilities

• Supervise branch personnel: interview, hire, schedule, assign work, coach, conduct performance reviews, discipline, and maintain required documentation.
• Develop and execute a business plan that identifies market opportunities, cross‑sell initiatives, and member acquisition goals.
• Meet or exceed branch goals for cross‑selling ratios, transactions, loan protection sales, delinquency ratios, product penetration, and member satisfaction.
• Provide ongoing coaching and feedback on sales results and member service delivery.
• Resolve member issues promptly using Apple’s Problem Resolution process and document them in Synapsys.
• Keep staff informed of new products, services, rules, and regulations.
• Review loan applications for completeness, ensure same‑day processing/disbursement, maintain loan quality, and adhere to underwriting guidelines and the Fair Lending Act.
• Notify members of loan decisions, make recommendations to underwriters, and escalate disagreements as needed.
• Coach staff on cross‑selling opportunities, product features, benefits, and handling objections.
• Develop staff as trusted advisors, assessing members’ financial needs and recommending appropriate products.
• Oversee branch maintenance, security, safety, and daily cash/check reconciliation, including ATM balancing.
• Enforce the content of all Branch Operations manuals (Teller, MSR, Lending, etc.).
• Research and resolve complex member inquiries, explaining policies and procedures.
• Conduct monthly in‑branch training and quarterly one‑on‑one coaching to improve sales and service.
• Ensure staff proficiency with Episys, Synapsys, Synergy, Appro, and Microsoft applications.
• Record all member contact in the Synapsys CRM and complete onboarding tasks using the 2x2x2 methodology.
• Review new member and loan applications for cross‑sale identification.
• Ensure staff completion of required training sessions by due dates.
• Approve leave requests and external activity participation as delegated.
• Serve as Member Service Representative when needed to ensure timely member care.
• Review branch work for accuracy before submission to Main Office.
• Promote use of Integrity Selling for Service Professional (ISSP) training and other credit‑union‑sponsored programs.
• Attend regular Branch Manager meetings and prepare related reports.
• Manage Connections projects, hold monthly Dialogs, and update branch metrics in COL software by the 10th of each month.

Requirements

• Three to five years of progressively responsible experience in branch operations.
• Minimum two years of supervisory experience.
• At least one year of consumer lending experience.
• Associate’s degree required; Bachelor’s degree in Business, Finance, or a related field preferred.

Skills

• Strong interpersonal skills with the ability to motivate, influence, and train staff.
• Ability to build and maintain relationships with external contacts.
• Demonstrated knowledge of teller, member service, and loan policies.
• Excellent problem‑solving abilities.
• Proficiency with Episys, Synapsys, Synergy, Appro, and Microsoft Office.
• Capability to coach staff on cross‑selling, product knowledge, and sales techniques.
• Knowledge of loan underwriting guidelines, the Fair Lending Act, and related regulations.

Benefits

• Medical, dental, and vision coverage.
• 401(k) with employer match.
• Paid time off and 11 paid federal holidays.
• Paid volunteer time.
• Tuition reimbursement and ongoing training opportunities.
• Annual TEAM Bonus plan.
• Recognized as a WTOP Top Workplace (2026).
• Collaborative, welcoming environment with forward‑thinking leadership.

Physical Requirements

• Ability to lift up to 25 lb.
• Use of standard office equipment (PC, fax, copier, telephone, etc.).

Work Environment

Ability to function in a financial institution environment.