Branch Manager
POSITION PURPOSE:
Responsible for overseeing branch operations, member experience, business development, and branch-level compliance activities within established Credit Union policies and regulatory guidelines. Leads and develops branch staff to deliver exceptional service, deepen member relationships, support organizational growth objectives, and promote the Credit Union within the community. Ensures branch operations are efficient, compliant, secure, and aligned with the Credit Union’s strategic goals, culture, and commitment to member service.
POSITION REPORTS TO:
VP of Operations
COLUMBINE’S VISION & MISSION STATEMENTS:
Vision: Our Vision is to be the leader in helping our members, employees, and community pursue their dreams.
Mission: We listen to your personal story and provide the tools and education you need to reach your dreams and succeed. When others don’t, we give a damn.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
1. Oversees daily branch operations, ensuring professional, accurate, and timely member service while maintaining compliance with all Credit Union policies, procedures, and regulatory requirements.
2. Leads and develops branch staff through coaching, training, performance management, and accountability, fostering a positive team culture and delivering an exceptional member experience.
3. Builds strong member relationships by identifying financial needs, recommending appropriate products and services, and promoting a consultative, personalized service approach.
4. Drives branch performance goals, including membership growth, deposit growth, loan production, product penetration, and member retention.
5. Leads business development and community engagement efforts, including SEG development, networking, financial education, community events, and relationship-building activities that support growth and visibility.
6. Coaches staff on cross-selling, member engagement, and financial wellness conversations to support both member needs and organizational growth objectives.
7. Manages staffing functions, including hiring, onboarding, scheduling, and performance evaluations, in partnership with HR and the Executive Management Team.
8. Resolves complex member concerns and escalated service issues promptly and professionally, maintaining high levels of satisfaction and trust.
9. Ensures strong operational controls, including cash handling, balancing, security procedures, audits, and branch certifications to maintain accuracy, compliance, and operational integrity.
10. Leads branch-level BSA/AML, OFAC, and fraud prevention efforts, including monitoring activity, supporting investigations, completing required documentation (e.g., CTRs, SARs. etc), ensuring proper escalation, and maintaining compliance with all related regulations.
11. Ensures staff are trained and knowledgeable in compliance requirements, including BSA/AML, fraud prevention, security procedures, and regulatory expectations, reinforcing risk awareness and proper escalation.
12. Monitors branch performance and member feedback to identify trends, improve processes, and enhance the overall member experience.
13. Maintains comprehensive knowledge and communication of Credit Union products, services, policies, procedures, and organizational updates, ensuring staff are informed and aligned.
14. Communicates effectively with leadership regarding branch performance, staff development, operational issues, compliance matters, and business development activities.
15. Supports branch operations as needed, including assisting members with transactions, account services, and digital banking support.
16. Performs additional duties and special projects as assigned by the Executive Team.
QUALIFICATIONS:
EDUCATION/CERTIFICATION:
Bachelor’s degree in related studies (Business, Finance, etc), or relevant job experience.
REQUIRED KNOWLEDGE:
Knowledge of Credit Union retail operations and member services including compliance, security, and internal control procedures and programs.
Understanding of related legal and regulatory requirements.
EXPERIENCE REQUIRED:
At least 3 years of progressive retail operations and/or member services experience in a Credit Union or similar financial institution.
Management experience is required.
SKILLS/ABILITIES:
Strong leadership, communication, and interpersonal skills.
Outstanding organizational, problem-solving, and project management abilities.
Ability to operate related computer applications and business equipment, including Microsoft Suite, adding machine, copy machine, money counting machines, and telephone.
Proficient typing skills.
Job Type: Full-time
Pay: $67,675.00 - $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
