Branch Service Manager​/Team Leader

Branch Service Manager/Team Leader

At Gesa Credit Union we believe in the power of our people. Members come from all walks of life, and their unique experiences are our most valuable asset. We thrive when we work together to empower our communities. If you are passionate about serving others, eager to do good, and love working with people, we invite you to join our team.

The Branch Service Manager/Team Leader is responsible for all operations, direct supervision of all full‑time equivalents (FTE) within the branch, budget and cost management, and overall performance success. The role also includes business development activities in the community, coaching and mentoring team members, and serving as a Member Service Associate (MSA), Senior MSA, Personal Financial Representative (PFR), or Senior PFR as needed.

• Provide exceptional member service to all customers.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as necessary.
• Use a core understanding of financial literacy, products, and services to converse fluidly with members.
• Maintain an up‑to‑date, comprehensive knowledge of all credit union products, services, policies, and procedures.
• Offer appropriate products and services to deepen member relationships and refer to other experts or departments as appropriate.
• Make outbound calls to members to establish, grow, and nurture relationships.
• Ensure branch equipment is working properly and promptly address malfunctions.
• Proactively engage in community business‑development activities that contribute to branch, company, and organizational goals.
• Oversee branch budget and cost management.
• Manage overall branch performance and profitability.
• Transition between MSA, Senior MSA, PFR, and Senior PFR tasks as needed.
• Review documents and transactions to ensure regulatory and policy compliance.
• Oversee scheduling, interviewing, hiring, disciplinary action, and performance evaluations.
• Train team members on financial literacy, products, and services.
• Hold team members accountable to job‑description expectations and perform timely corrective action.
• Onboard, train, and mentor new branch team members.
• Ensure branch safety and security policies are adhered to.
• Complete branch audits and certifications in accordance with regulations, policy, and procedures.
• Coach and mentor team members toward career goals.
• Manage complex account openings (trusts, UTMAs, estate accounts, etc.).
• Assist non‑members with membership and account openings.
• Handle consumer lending applications, review credit reports, submit documentation, and close loans.
• Discuss IRAs and HSAs with members and non‑members and meet predetermined goals.
• Process international and domestic wire requests.
• Act as a Notary Public and perform notarial services following state regulations and policies.
• Oversee cash activity and ensure cash limits are followed.
• Open consumer deposit accounts and maintain them.
• Place cash orders, supply orders, balance vault cash, and maintain ATMs.
• Process overrides and approvals while minimizing risk.
• Perform branch certifications, cash drawer audits, and OFAC reports.
• Execute member account transactions accurately and timely.
• Follow cash handling procedures, balance cash drawers, and load/rebalance cash dispensers.
• Issue, record, and file monetary instruments in accordance with the Bank Secrecy Act.
• Assist members with Digital Banking enrollment, navigation, resets, and maintenance.
• Assist members with complex and sensitive fraud disputes.
• Discuss and demonstrate member self‑service options.
• Enforce and support Gesa Credit Union attendance policy.
• Participate in community and volunteer events.

• Professional written and verbal communication.
• Make sound decisions that minimize risk in a timely manner.
• Ask open‑ended, clarifying questions to understand member needs.
• Display professional interpersonal skills with all stakeholders.
• Respect and support diversity in the workplace and membership.
• Complete assigned training programs accurately and on time.
• Support a team environment.
• Meet or exceed service levels, job performance, and organizational goals.
• Adapt to changing priorities with a…