Assistant Branch Manager

Schedule:

Scheduled shifts Monday - Saturday to support branch operations

Reports To:

Branch Manager

Established in 1928 and driven by a goal to make life more comfortable for our community, Webster First Federal Credit Union has grown to an over one-billion-dollar financial institution, serving over 90,000 members across our banking and lending services. Our mission is to leverage who we are as a credit union to empower our members to live their best financial lives.

We focus on members, not profits, and our values of strength, exceptional service, and “New England authenticity” are at the heart of everything we do.

We can’t do it without an exceptional workforce! With approximately 250 employees spread across 15 locations in Massachusetts, Webster First Federal Credit Union is committed to empowering a diverse and inclusive workforce that is representative of the community we serve. Our members come from all walks of life and, not unintentionally, so do our staff. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.

We’re looking for a service-oriented, hands‑on Assistant Branch Manager to support the daily operations and success of our Fitchburg location. In this role, you’ll help lead a team that delivers outstanding service to our members, ensures operational excellence, and promotes our products and services. Whether you're coaching staff, assisting members, or handling administrative responsibilities, you'll play a key role in shaping an inclusive and high‑performing branch culture.

• Support the Branch Manager in overseeing daily operations and ensuring adherence to policies, procedures, and compliance standards.
• Serve as acting manager in the absence of the Branch Manager.
• Foster a positive, team‑based culture that emphasizes member service, accountability, and continuous improvement.
• Assist in managing branch cash operations, security procedures, and audits.
• Monitor internal controls and operational checklists to maintain compliance with regulatory requirements.

• Provide excellent service to members in‑person and over the phone; model and promote a member‑first approach throughout the team.
• Resolve complex member concerns and ensure prompt, professional follow‑up.
• Actively engage with members to uncover needs and recommend appropriate products and services.
• Maintain knowledge of the local community and develop relationships with local businesses and organizations.

• Conduct loan interviews and process consumer and mortgage loan applications in collaboration with centralized lending teams.
• Assist members with a wide range of account‑related requests, including opening new accounts, funds transfers, debit card inquiries, and more.
• Ensure accurate and timely submission of loan applications, disclosures, and closing documentation.

• Support recruitment, onboarding, and training of new team members.
• Provide coaching, feedback, and performance support to staff.
• Assist with scheduling, goal setting, and performance evaluations.
• Promote cross‑training and team development to support branch flexibility and resilience.

• 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…