Branch Supervisor

We offer a pay-for-performance compensation program including bonuses and a competitive benefits package.

This role is responsible for assisting with the direction and administration of branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. The Branch Supervisor acts as Branch Manager when needed, providing training, direction, and supervision to branch staff to ensure efficient, consistent, and high-quality service. The role performs various branch-related functions as required.

• Answers Member Advocates’ questions, solves problems, and assists with complex transactions and sensitive member relations issues.
• Ensures member requests are resolved promptly, efficiently, and courteously, explaining policies and procedures and referring appropriately.
• Demonstrates escalation resolution skills to address critical member needs and encourages branch or organizational opportunities such as process improvements.
• Assists with Member Advocates functions, performing duties related to transaction and loan processing, new account openings, account servicing, and safe deposit boxes where applicable.
• Provides excellent service by demonstrating courtesy and personal concern for members and coworkers’ needs.
• Promotes branch business development and seeks to broaden the member base.
• Reviews and responds to Member Loyalty surveys in a timely manner and shares feedback internally as appropriate.
• Reviews and monitors the work of branch personnel, providing suggestions to leadership and support as necessary.
• Responsible for interviewing, hiring, and training Member Advocates, and for planning, assigning, and directing work.
• Assists with new employee orientation and staff training sessions, ensuring employees are well-trained in all aspects of their roles.
• Ensures employees are knowledgeable about Credit Union products, services, and policies.
• Effectively cross‑sells and coaches employees to offer Credit Union products and services to members.
• Helps lead change management efforts by guiding the team through new initiatives, process updates, and organizational changes to ensure smooth transitions and continued service excellence.
• Assists with tracking individual progress, conducting performance appraisals, and formulating corrective actions as needed.
• Contributes beyond the branch by supporting and leading organizational projects.

• Ensures branch security and assists with opening and closing the building in accordance with set hours.
• Supports branch and team by verifying operations are conducted in accordance with Credit Union policies, legal and regulatory requirements, and audit standards.
• Completes required reports and records and ensures Branch functions, internal controls, and audits are properly documented.
• Ensures that branch cash and transactions are balanced at the end of each day, preparing all required reports.
• Investigates ATM and Member Service out-of-balance conditions and institutes corrective procedures.
• Maintains ATM functionality and oversees cash vault operations, including ordering, balancing, resolving discrepancies, and maintaining appropriate cash levels.
• Assists with implementation of changes to established policy and procedures within the Branch.
• Assists with determining appropriate staffing levels and scheduling employees.
• Maintains the Credit Union’s professional reputation.
• Replaces Branch Manager as necessary and assists with personnel functions and operational oversight.
• Ensures the workspace is clean, secure, and well maintained.
• Complies with NCUA requirements, registers as a Mortgage Loan Originator, and maintains current registration in compliance with the SAFE Act.
• Adheres to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
• Ensures compliance with the Fair and Accurate Credit Transactions Act (FACTA), the Bank Secrecy Act (BSA), and the Anti‑Money Laundering Act, including monitoring for illegal activity as it applies to this position.
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