Assistant Branch Manager

Position Purpose

The Assistant Branch Manager (ABM) is a vital leader within the retail branch, responsible for supporting both member satisfaction and team performance. This role partners closely with the Retail Branch Manager to ensure consistent delivery of high-quality service, operational integrity, and achievement of sales and service goals. The ABM directly supports and coaches the Member Advisor team—including Senior Member Advisors—in the effective handling of transactions, consumer lending, business account services, and member relationship development. The Assistant Branch Manager helps guide day-to-day branch operations while modeling proactive problem-solving and a commitment to the Credit Union’s values and service standards. This role is accountable to complete all assigned compliance and information security training and comply with the credit union’s policies and procedures related to the Bank Secrecy Act and Office of Foreign Assets Control (OFAC).

Duties & Responsibilities

Assumes Responsibility for Operational Leadership and Branch Support:

Oversees daily operational activities to ensure efficiency, compliance, and service consistency across all branch functions.

Supports branch opening, closing, and cash operations, including vault oversight, drawer audits, and ATM balancing.

Monitors teller and Member Advisor operations for accuracy, timeliness, and compliance with policies and procedures.

Acts as the branch escalation point for member issues requiring additional authority or intervention.

Maintains branch documentation and reporting standards and ensures internal control practices are followed.

Assists with audit preparation and follow-through, ensuring regulatory and policy adherence across branch processes.

Assumes full branch leadership responsibility in the absence of the Retail Branch Manager.

Assumes Responsibility for Team Coaching, Development, and Performance Management:

Provides guidance, mentorship, and performance support to the Member Advisor team to ensure a consistent and effective member experience.

Provides daily coaching, guidance, and skill development for Member Advisors and Senior Member Advisors.

Conducts on-the-spot feedback and scheduled check-ins focused on service delivery, cross-selling, and consultative conversations.

Assists in onboarding and training new team members, ensuring operational readiness and cultural alignment.

Supports the Retail Branch Manager in scheduling, staffing, and performance reviews.

Leads by example in maintaining a professional, inclusive, and goal-oriented team culture.

Assumes Responsibility for High-Quality Member Experience and Relationship Management:

Ensures the branch delivers service excellence across all member touchpoints—transactional, consultative, and digital.

Steps in to support members during peak traffic, complex service requests, or escalated concerns.

Provides guidance on account servicing, digital banking support, and resolving member issues promptly.

Ensures the team meets expectations for member onboarding, account openings, and product/service utilization.

Coaches staff on how to uncover needs, identify appropriate solutions, and execute successful member interactions.

Reinforces the importance of member education and personalized financial guidance.

Assumes Responsibility for Consumer Lending and Business Services Support:

Acts as a branch resource and approval authority for lending and business account activities.

Assists with loan application review, processing, and closing within authority limits.

Coaches team on loan disclosures, compliance, documentation, and consultative lending practices.

Supports business account opening and servicing by verifying documentation and advising staff on account setup.

Reviews and verifies new loan and business account packages to ensure quality, accuracy, and completeness.

Assumes Responsibility for Sales Performance, Goal Attainment, and Team Motivation:

Drives branch success through member engagement strategies, tracking performance, and motivating the team.

Helps track individual and branch-level performance to ensure alignment with growth and service goals.

Partners with the Retail Branch Manager to implement campaigns, promotions, and referral strategies.

Leads daily huddles and ongoing team meetings to align staff with performance targets and opportunities.

Encourages and models effective cross-selling, referral generation, and deepening of member relationships.

Assumes Responsibility for Compliance, Security, and Risk Mitigation:

Ensures compliance with internal and external requirements, protecting members and the Credit Union.

Maintains knowledge of Credit Union policies, procedures, and regulatory requirements including BSA, OFAC, AML, and consumer protection laws.

Oversees branch activities to ensure proper recordkeeping, confidentiality, and information security practices.

Completes all assigned compliance and information security training in a timely manner.

Acts as a role model in safeguarding member information and addressing potential fraud or risk concerns.

Assumes responsibilities for related duties as required or assigned.

Skills & Qualifications

Education/Certification & Experience:

High School Diploma or equivalent

Three (3) to five (5) of retail banking experience, preferably at a credit union

Supervisory or team lead experience preferred.

One (1) to three (3) years of consumer lending, accounting opening, and digital banking systems experience.

SAFE Act Compliance: Since we operate as a federal credit union, at the time of hire an MLO is not subject to formal regulatory licensing. However, an MLO must make the appropriate information available to the NMLS Registry (see the SAFE ACT Procedures section of the Home & Real Estate Lending procedures manual). An MLO must also authorize the Registry and our credit union to obtain information related to sanctions or findings in any administrative, civil or criminal actions, to which the employee is a party, made by any governmental jurisdiction. An MLO must also attest to the correctness of all required information submitted on their behalf by our credit union. And finally, an MLO must authorize the Registry to make available to the public information as required by the law.

Skills/Abilities:

Strong leadership, coaching, and interpersonal communication skills

Ability to prioritize, resolve conflicts, and make decisions under pressure

Proven track record of meeting service and sales goals

Proficiency in operational and regulatory compliance processes

Experience with business account setup and documentation

Process improvement skills

Ability to mitigate risks

Ability to communicate effectively and courteously

Self-motivated and goal oriented

Ability to coach and team build

Ability to use diplomacy with members and maintain confidentiality

Excellent telephone etiquette, organizational and time management skills

Bilingual ability a plus

Qualifications

Behaviors

Preferred

Enthusiastic: Shows intense and eager enjoyment and interest

Dedicated: Devoted to a task or purpose with loyalty or integrity

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Team Player: Works well as a member of a group

Motivations

Preferred

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Goal Completion: Inspired to perform well by the completion of tasks

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)