POSITION TITLE: Branch Manager
REPORTS TO: Vice President, Operations and Member Support
JOB GRADE: S11PAY RANGE: $70,804.72/year - $106,207.08/year, Exempt, Dependent on experience
Position SummaryThe Branch Manager provides leadership and oversight for all aspects of branch operations, member service, relationship development, lending, compliance, security, and team performance. This position is responsible for ensuring the branch delivers an exceptional member experience, achieves assigned growth and service goals, maintains effective operational controls, and complies with applicable laws, regulations, and credit union policies and procedures.
The Branch Manager develops and coaches branch team members, creates a needs-based service and sales environment, expands member relationships, and represents First U.S. Community Credit Union through community and business-development activities. This position exercises sound judgment when resolving complex member, operational, lending, and team member matters within established authority and guidelines.
Duties and ResponsibilitiesBranch Leadership and Team Development- Provide leadership and direction for branch operations and ensure activities align with organizational goals, service standards, and strategic priorities.
- Establish clear performance expectations, goals, priorities, and deadlines for branch team members.
- Organize and monitor workflow to ensure team members understand their responsibilities and assigned duties.
- Monitor team and individual performance and provide timely, constructive feedback, recognition, coaching, and counseling.
- Recruit, interview, select, onboard, train, and develop qualified branch team members in partnership with Human Resources.
- Conduct performance evaluations and recommend employment actions, development opportunities, promotions, and compensation adjustments in accordance with established procedures.
- Maintain a motivated, knowledgeable, and well-trained team and promote effective working relationships among branch team members and across departments.
- Address team member questions, performance concerns, attendance matters, and workplace conflicts appropriately and in partnership with Human Resources, when necessary.
- Establish appropriate staffing levels, schedules, work assignments, and cross-training to support member needs and effective branch coverage.
- Promote a safe, respectful, collaborative, and accountable work environment consistent with organizational standards and applicable employment requirements.
Member Service and Relationship Development- Ensure team members consistently provide professional, accurate, responsive, and welcoming service.
- Create and maintain a needs-based service and sales environment that supports meaningful member conversations and appropriate product and service recommendations.
- Monitor branch performance, including transaction activity, teller errors, loan volume, new accounts, deposits, product penetration, member relationships, and individual and team sales results.
- Develop and implement branch action plans designed to achieve or exceed assigned loan, deposit, membership, service, and relationship-development goals.
- Coach team members on identifying member needs, recognizing relationship-building opportunities, explaining appropriate solutions, and confidently asking for the business.
- Monitor key products and services to promote sound business practices, positive member outcomes, and profitable branch performance.
- Assist team members and members with complex account, transaction, service, and relationship matters.
- Resolve escalated member concerns within established authority and coordinate with appropriate departments when additional support is required.
- Monitor member feedback, service trends, and branch results and implement improvements that strengthen the member experience.
Lending and New Account Support- Conduct loan interviews, accept and review applications, and fund approved loans within assigned authority and established procedures.
- Ensure loan applications and supporting documentation are complete, accurate, and processed timely.
- Support team members with lending questions, loan structuring, documentation requirements, and member conversations.
- Monitor branch lending activity and coach team members toward assigned loan and relationship-development goals.
- Ensure lending activities comply with applicable laws, regulations, underwriting requirements, fair-lending expectations, and credit union policies.
- Maintain sufficient knowledge of deposit accounts, consumer loans, ancillary products, digital services, and other credit union offerings to provide guidance to team members and members.
Branch Operations and Internal Controls- Oversee daily branch operations and ensure transactions are processed accurately, efficiently, and consistently.
- Monitor transaction volume, teller activity, cash differences, operational errors, exception reports, and other branch-performance indicators.
- Ensure operational procedures and internal controls are consistently followed and appropriately documented.
- Review and approve transactions, account activity, overrides, exceptions, and adjustments within assigned authority.
- Oversee branch cash operations, including teller cash, vault activity, cash ordering, cash shipments, balancing, and established cash limits.
- Conduct and document monthly surprise cash counts and other required operational reviews.
- Oversee the effective operation and performance of branch ATMs and coordinate maintenance or issue resolution with the appropriate departments and vendors.
- Research recurring operational errors, identify root causes, and provide additional training or corrective action when necessary.
- Review branch policies and procedures and recommend changes that strengthen efficiency, consistency, member service, and risk management.
- Maintain complete, accurate, and organized branch records in accordance with record-retention and confidentiality requirements.
Compliance and Risk Management- Ensure branch operations comply with applicable federal and state laws and regulations, NCUA and DFPI requirements, and credit union policies and procedures.
- Understand, follow, and reinforce the credit union's Bank Secrecy Act and Anti-Money Laundering compliance program.
- Ensure team members complete required compliance, security, robbery-response, workplace-harassment-prevention, and other organizational training.
- Monitor branch activity for unusual or potentially suspicious transactions and ensure concerns are escalated in accordance with established procedures.
- Ensure Currency Transaction Reports are identified, completed, reviewed, and filed accurately and timely by authorized team members.
- Ensure potentially suspicious activity is documented and escalated to the appropriate internal party for review and possible Suspicious Activity Report filing.
- Ensure OFAC screening is completed in accordance with the credit union's established screening procedures.
- Incorporate applicable BSA/AML responsibilities into team member expectations, coaching, and performance evaluations.
- Respond to audit and examination requests, address identified exceptions, and implement corrective action within established timelines.
- Maintain the confidentiality of member, team member, security, and compliance information.
Security Facilities and Emergency Preparedness- Manage branch security and safety and regularly review adherence to applicable procedures.
- Ensure team members understand and follow robbery, alarm, opening, closing, emergency-response, and cash-security procedures.
- Respond to branch emergencies and security incidents and promptly notify the appropriate internal and external parties.
- Manage branch safety and accessibility for members and team members during inclement weather or other hazardous conditions.
- Monitor the condition, cleanliness, safety, security, and professional appearance of the branch.
- Report facility and equipment concerns and coordinate repairs with Facilities, Information Technology, vendors, or other appropriate partners.
- Support business continuity, emergency preparedness, and disaster-recovery activities affecting the branch.
- Maintain required security, safety, and incident documentation.
Business Development and Community Involvement- Develop and implement internal and external business-development plans that support branch growth and organizational objectives.
- Establish and strengthen relationships with local businesses, Select Employee Groups, community organizations, and prospective members.
- Represent First U.S. Community Credit Union at community events, business-development activities, and organizational functions.
- Identify partnership, outreach, and financial-education opportunities within the branch's service area.
- Encourage and support branch team member participation in community and volunteer activities.
- Track business-development activities and evaluate their contribution to membership, deposit, loan, and relationship growth.
Collaboration and Additional Responsibilities- Partner with other branches, the Contact Center, Lending, Operations, Training, Compliance, Human Resources, Information Technology, Facilities, and other departments to resolve issues and support organizational initiatives.
- Communicate branch results, staffing matters, operational concerns, member trends, compliance issues, and emerging risks to the Vice President of Member Service.
- Participate in meetings, training, projects, product launches, system implementations, and process-improvement initiatives.
- Develop and maintain procedures, schedules, tracking tools, and action plans for assigned branch responsibilities.
- Perform other duties as assigned to support branch, departmental, and organizational needs.
Core Values The Branch Manager is expected to demonstrate the First U.S. Core Values in daily work, leadership, and interactions.
- Lead with Care - Creates a welcoming branch experience, treats members and team members with empathy and respect, and leads with consistency, accountability, and professionalism.
- Be Bold - Takes ownership of branch results, addresses performance and operational concerns promptly, and confidently pursues opportunities to strengthen member relationships and branch performance.
- Cultivate Curiosity - Asks thoughtful questions, uses performance and member data to identify opportunities, and continually seeks better ways to improve service, operations, team development, and growth.
- Build Community - Develops an engaged branch team, builds meaningful relationships with members and community partners, and represents First U.S. through active community involvement.
Education/Experience Requirements- High school diploma or equivalent required; college degree in business, finance, management, or a related field preferred.
- Minimum of three to five years of progressively responsible branch operations, lending, member service, or related financial institution experience.
- Prior supervisory or management experience in a bank, credit union, or other financial institution required.
- Demonstrated ability to lead, coach, develop, and hold team members accountable for performance and service expectations.
- Strong knowledge of branch operations, cash controls, deposit accounts, consumer lending practices, and financial institution products and services.
- Demonstrated sales and relationship-development orientation with experience achieving individual and team goals.
- Working knowledge of applicable financial institution laws and regulations, including BSA/AML, OFAC, fair lending, member privacy, and branch operational requirements.
- Strong member-service, leadership, decision-making, analytical, organizational, and problem-solving skills.
- Ability to manage multiple priorities, meet deadlines, and remain composed while addressing complex member, operational, and team member matters.
- Strong verbal and written communication skills, including the ability to provide clear direction, deliver effective coaching, and communicate professionally with members and community partners.
- Ability to exercise sound judgment and make decisions independently within established authority, policies, and procedures.
- Proficiency with Microsoft Office, credit union operating systems, lending platforms, and standard office equipment.
- Dependable, goal-oriented, accountable, and committed to ongoing professional growth and development.
Working Conditions/Physical Demands- Work is performed primarily in a branch environment using computers, cash-handling equipment, telephones, printers, ATMs, and other standard branch and office equipment.
- Must be able to remain in a stationary position for periods of time while working at a computer, assisting members, conducting meetings, or reviewing branch activity.
- Frequently moves throughout the branch to assist members and team members, monitor operations, access the vault, conduct cash counts, and address safety or facility needs.
- Frequently communicates with members, team members, management, vendors, community partners, and other business contacts in person and through electronic communication.
- May occasionally lift, carry, or move cash shipments, supplies, files, or office equipment weighing up to 25 pounds.
- May require extended or adjusted work hours to address staffing needs, branch emergencies, community events, meetings, operational issues, or assigned goals.
- Periodic local travel is required for meetings, training, community events, business-development activities, and visits to businesses
