Job Title: Branch Manager

Location: 509 Main Street Saugus, Massachusetts

Department: Operations

Reports to: Vice President of Branch Administration

Summary:

As Branch Manager, you will lead the day-to-day operations of our branch, ensuring exceptional member service, operational excellence, and staff development. This role combines strategic oversight with hands-on support, and plays a key part in driving branch growth, building community connections, and fostering a strong team culture.

Essential Duties and Responsibilities

Leadership & Staff Development

• Lead, coach, and develop branch employees to deliver excellent service and meet performance goals.
• Conduct regular team meetings to review policy updates, performance metrics, and service standards.
• Provide coaching and real-time feedback to support employee development and morale.
• Ensure a safe, inclusive, and supportive work environment for all employees.
• Perform all supervisory functions including supporting hiring, performance evaluations, scheduling, and conflict resolution.

Member Experience & Service Excellence

• Model and promote outstanding member service at all touchpoints-both in person and by phone.
• Ensure the team responds to member needs with professionalism, efficiency, and courtesy.
• Identify opportunities to educate members on credit union products and services that best meet their needs.
• Handle complex member issues with empathy and problem-solving skills.

Branch Operations & Compliance

• Oversee daily branch operations, ensuring adherence to policies, security protocols, and regulatory standards.
• Monitor cash operations and transaction accuracy in accordance with internal controls.
• Maintain and regularly review compliance logs and reporting (e.g., BSA, OFAC, GLBA, etc.).
• Coordinate building maintenance and repairs in partnership with facilities and service vendors.
• Maintain a healthy and safe physical environment by conducting routine inspections.

Business Development

• Monitor and drive branch growth and profitability targets.
• Conduct member discovery conversations to identify lending or financial service opportunities.
• Interview loan applicants, review credit, collect documentation, and submit consumer and mortgage loans to underwriting.
• Serve as a point of contact between members and the Lending and Mortgage departments.
• Represent the credit union at community events to enhance visibility and attract new members.

Member Services Support

• Assist members with transactions and account inquiries, including but not limited to:
  • Supporting member requests at the teller line
  • Opening accounts
  • Wire transfers and foreign currency
  • Redeeming savings bonds
  • Placing stop payments and ordering checks
  • Funds availability and general banking questions

Regulatory Compliance & Training

• Ensure timely and accurate documentation and reporting as required by internal policy and external regulators.
• Promotes overall BSA compliance by adhering to all BSA and OFAC regulations specific to the job function and assisting the Credit Union's BSA department as necessary with any departmental function specific items.
• Actively promotes the security and privacy of member and employee information through adherence to both information security and physical security policies, procedures, and governing regulations. Training will be completed at least annually for Information Security topics, BSA, and GLBA; annual BSA training will be position specific. Annual training will also include courses on any of the following regulations as they relate to the position described herein: SAFE ACT, Regulations B, C, D, E CC, DD, and Z as well as any training deemed necessary to promote adherence to applicable regulatory requirements.
• Perform other duties as directed.

Supervisory Responsibilities:

Manage subordinate supervisor(s) who supervise employee(s). Responsible for the overall direction, coordination, and evaluation of these units. Also directly supervise nonsupervisory employees. Carry out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications/Requirements:

• Strong leadership, interpersonal, and coaching skills.
• Excellent problem-solving and decision-making abilities.
• Demonstrated success in a sales or goal-driven environment.
• Familiarity with consumer and mortgage lending practices.
• Working knowledge of credit union operations, products, and regulatory requirements.
• Strong attention to detail and organizational skills.

Education/Training Experience:

• Bachelor's degree in Business, Finance, or a related field, or equivalent experience.
• 5-7 years of financial services experience, including prior supervisory or management experience.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Pay Range: Salary Band 6, $70,000 - $105,000 / yearly

Pay Range: $70 - $105 per year