Branch Manager I

POSITION SUMMARY:

The Retail Manager plays a pivotal role in delivering exceptional member experiences, driving branch growth, and ensuring operational excellence. This leadership position is also responsible for cultivating strong member relationships and fostering a high-performance team culture.

Essential Functions

• Oversee all branch operations, ensuring alignment with organizational goals and service standards.
• Proactively identifies and implements opportunities for process enhancements and cost-saving initiatives.
• Demonstrates a strong commitment to employee development and success through supportive leadership.
• Consistently monitors, coaches, and evaluates team members on transaction accuracy, service quality, and overall job performance.
• Tracks and analyzes individual performance trends, creating targeted development plans to foster professional growth.
• Exemplifies and reinforces the credit union's education and referral practices through daily interactions.
• Provides ongoing coaching to help team members exceed performance benchmarks and service expectations.
• Observes member interactions, motivates staff, and ensures accountability to established service standards and goals.
• Facilitates regular team huddles and meetings to align goals, share updates, and foster collaboration.
• Takes initiative in identifying service challenges and implementing effective solutions to enhance the member experience.
• Recognizes and celebrates individual and team achievements to promote a positive and motivating work environment.
• Build and maintain strong relationships with internal departments and retail branch partners to support cross-functional collaboration.
• Resolves escalated member concerns and provides supervisory approvals as needed.
• Performs Member Consultant duties as required to support team operations and ensure service continuity.
• Adapts quickly to changing priorities and effectively manages workflow throughout the day.
• Maintains open and consistent communication with direct leadership through regular updates and status reports.
• Delivers timely and insightful feedback, including performance reports and operational analysis.
• Completes all required training, including the annual Meritrust compliance education and internal leadership courses.
• Performs additional duties and special projects as assigned by leadership.

QUALIFICATIONS

Education/Certification:     

• High School diploma or equivalent.

Required Knowledge:

• Knowledge of financial products and services offered by credit unions (e.g., checking accounts, loans, mortgages, etc.) preferred.

Experience Required:

• Accomplished sales performer, demonstrating ability to utilize sales and service skills to achieve goals and branch objectives.

• Management experience necessary for success in the role along with a passion for developing associates and coaching performance.

HARD/TECHNICAL Skills/Abilities:

• Proficient with banking software systems (e.g., core banking systems, CRM tools) and financial reporting software.

• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.

• Ability to analyze performance, recognize knowledge/skill gaps and provide constructive feedback and coaching.

WORKING CONDITIONS

• Standard office conditions

• Low to moderate noise

• Limited lifting up to 25 lbs.

• Must be able to stand for long periods of time

This description has been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success.  That contribution should not be limited by the assigned responsibilities.  Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent.  It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.