Branch Supervisor

Description

POSITION SUMMARY:

Under the direction of the Retail Operations Manager (ROM), the Branch Supervisor is responsible for the overall leadership, performance, and daily operations of the branch. This role ensures exceptional member service, regulatory compliance, and achievement of branch sales and operational goals. The Branch Supervisor supervises Teller and USR staff, provides coaching and development, conducts routine member transactions and interactions, and serves as the primary point of escalation for complex member and operational issues.

The Branch Supervisor is also responsible for maintaining a secure and efficient cash environment, supporting staff performance and partnering with the Retail Operations Manager to ensure appropriate staffing and operational effectiveness.

PRIMARY DUTIES AND RESPONSIBILITIES:

Leadership & Staff Management

• Supervise, coach, and develop Teller and USR staff to ensure strong performance, accountability, and service excellence
• Support onboarding, training, and ongoing development of branch employees
• Provide guidance, feedback, and support for employee performance and behavior expectations
• Assist Retail Operations Manager with staffing recommendations and scheduling needs
• Lead daily branch huddles and reinforce sales and service goals
• Monitor staff assigned to the branch office who report to other supervisors and provide relevant performance or conduct feedback directly to those staff members’ direct supervisors.

Member Service & Problem Resolution

• Perform Teller, USR, and Member Services tasks as needed during normal operations or as a temporary substitute to support branch coverage and service continuity
• Resolve complex member issues and handle escalated concerns with professionalism and care
• Explain credit union policies and procedures to members and staff as needed
• Ensure a high level of member satisfaction through quality service and timely problem resolution

Sales & Business Development

• Proactively promote and cross-sell credit union products and services based on member needs through direct member interactions and staff development
• Support and drive branch sales initiatives and performance goals
• Consistently contribute to individual, branch, and credit union-wide sales objectives
• Model effective member engagement and sales behaviors for staff

Branch Operations & Cash Management

• Oversee daily branch workflow to ensure efficient and accurate operations
• Serve as primary vault custodian, including cash ordering, verification, distribution, and balancing
• Maintain vault security and ensure compliance with cash handling procedures
• Oversee ATM balancing, replenishment, and related operational procedures
• Monitor coin machine operations and ensure proper maintenance and balancing
• Ensure adequate supply inventory, including teller supplies and debit card stock
• Recommend purchase of equipment and supplies as needed
• Ensure the physical branch office interior and exterior environment is safe, clean, and inviting in appearance, and address any safety issues immediately.

Compliance & Risk Management

• Maintain working knowledge of applicable state and federal regulations (including BSA/AML and Reg
  
  E)
• Ensure adherence to credit union policies, procedures, and security standards
• Participate in cash audits of teller drawers, vault, and branch operations
• Support fraud prevention awareness and secure handling of member information

Administrative & Other Responsibilities

• Ensure accurate completion of branch reports and operational documentation
• Other duties as assigned by management

JOB SPECIFICATIONS

EDUCATION:

A high school diploma or equivalent required. Associate degree or additional coursework in business, finance, or related field preferred. Equivalent experience may be considered in…