Branch Manager

Location:

509 Main Street Saugus, Massachusetts

Department:
Operations

Reports to:

Vice President of Branch Administration

About Webster First Federal Credit Union

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.

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

• 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.

• 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.

• 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.

• 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.

• 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

• 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…