Branch Service Manager/Team Leader

About Gesa Credit Union

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. It’s how we come together—igniting our collective compassion and commitment to empowering our communities—that drives our success. Here, you can join a team passionate about serving others, engage in meaningful work that impacts your community, challenge yourself, grow in your career, and rest assured that your wellbeing and prosperity are our priority.

About the Role

The Branch Service Manager/Team Leader is responsible for all branch operations, direct supervision of all full-time equivalency (FTE) staff, budget and cost management, and overall branch performance. This role also drives business development activities in the community, serves as a coach and mentor to team members, and ensures exceptional member service. The Branch Service Manager/Team Leader fluidly transitions between tasks, assisting members as a Member Service Associate (MSA), Sr. MSA, Personal Financial Representative (PFR), or Sr. PFR, while deepening member relationships through referrals, follow-ups, and proactive communication.

Branches with a Branch Service Manager/Team Leader operate without direct support from an Assistant Branch Manager, requiring high-level managerial duties alongside exceptional service delivery.

Responsibilities

• Provide exceptional member service, solve problems, and ensure prompt resolution of member concerns.
• Demonstrate comprehensive knowledge of financial literacy, credit union products, services, policies, and procedures.
• Offer appropriate products/services to deepen member relationships and make referrals to other departments as needed.
• Make outbound calls to members to establish, grow, and nurture relationships.
• Ensure branch equipment is functional and address malfunctions promptly.
• Engage in business development activities to support branch, company, and organizational goals.
• Oversee branch budget, cost management, performance, and profitability.
• Fluidly transition between roles as an MSA, Sr. MSA, PFR, or Sr. PFR.
• Review team members’ documents and transactions for accuracy and compliance with regulations and policies.
• Manage scheduling, interviewing, hiring, disciplinary processes, and performance evaluations.
• Train and mentor team members on financial literacy, products, and services.
• Hold team members accountable to job expectations and follow progressive disciplinary action processes.
• Onboard, train, and mentor new branch team members.
• Ensure branch safety, security, and adherence to policies, including audits and certifications.
• Open and manage business accounts, deceased-owner accounts, and complex accounts (e.g., Trusts, UTMAs, Estate Accounts).
• Assist non-members with establishing membership and opening accounts.
• Accurately process consumer lending applications, review credit reports, and close loans.
• Discuss and process IRAs, HSAs, and meet related goals.
• Handle international and domestic wire requests.
• Perform notarial services in accordance with state regulations and credit union policies.
• Oversee cash activity, including cash limits, orders, vault balancing, and ATM maintenance.
• Review and process overrides/approvals within authority while minimizing risk.
• Perform branch certifications, cash drawer audits, and OFAC reports.
• Process transactions and service requests accurately and timely.
• Follow cash handling procedures, balance cash drawers, and load/balance Cash Dispensers/Recyclers.
• Issue, record, and file monetary instruments and reports in compliance with the Bank Secrecy Act.
• Assist members with Digital Banking enrollment, navigation, resets, and maintenance.
• Handle complex and sensitive fraud disputes.
• Discuss and enroll members in self-service options.
• Adhere to Gesa Credit Union’s Attendance Policy.
• Participate in community and volunteering events to promote Gesa Credit Union.

Requirements

• High School Diploma or equivalent (required); two-year degree in a related field (preferred).
• At least one (1) year of lending and account opening experience.
• At least one (1) year of management experience.
• At least two (2) years of financial industry experience.
• At least one (1) year of customer service experience.
• Sales and relationship-building experience.
• Cash handling experience (preferred).
• Demonstrate and support credit union values and service standards.
• Attend and engage in community events on behalf of the credit union.
• Maintain confidentiality, manage risk, and adhere to company policies and regulatory requirements.
• Demonstrate high personal integrity and ethics.
• Report to work on time and maintain regular attendance; some travel may be required.
• Proficient with varying levels of technology.
• Notary Public certification.

Skills

• Professional written and verbal communication.
• Sound decision-making to minimize risk.
• Ability to ask open-ended and clarifying questions to understand member needs.
• Professional interpersonal skills to relate effectively to members, colleagues, and leadership.
• Respect and support for diversity in the workplace and membership.
• Complete assigned training programs accurately and timely.
• Support and participate in a team environment.
• Meet or exceed service levels, job performance, and organizational goals.
• Adapt to changing priorities with a positive attitude.
• Prioritize tasks and delegate when appropriate.
• Perform jobs to a reasonable, acceptable standard with attention to detail, timeliness, and quality.
• Exercise discretion and sensitivity in member transactions.

Leadership Core Competencies

Leaders at Gesa Credit Union are lifelong learners who develop themselves to grow team members and the organization while serving as influential role models. Every team leader must model and strengthen these foundational competencies:

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

Benefits

• Competitive pay.
• Medical, dental, vision, and life insurance.
• 20 days/year of Paid Time Off plus 10 paid holidays.
• 401(k) match.
• Incentive program.
• Tuition assistance and student loan repayment.
• Commuter benefits.
• Paid time off to volunteer in the community.
• Product discounts.
• Engaging work environment.
• Rewards and recognition programs.

Pay

Full salary range: $25.37–$47.11 per hour. Most new team members typically start between the minimum and midpoint based on experience and qualifications, with room to grow within the role.