Job Type
Full-time
At InTouch Credit Union (ITCU), we’re more than just a financial institution—we’re your partner in achieving financial goals and success. Founded in Texas and now serving members in all 50 states, we are a not-for-profit credit union dedicated to helping you, your family, and our community thrive. We would be honored to serve your family’s financial needs.
What started in 1974 for EDS employees has grown to more than 70,000 members across the U.S. and 20 countries, managing over $800 million in assets.
We are currently seeking a full-time Assistant Branch Manager to join our dynamic team.
POSITION PURPOSE
The Assistant Branch Manager (ABM) serves as a key leader within the branch, responsible for delivering exceptional member experience while supporting the overall success of branch operations, employee professional development, sales performance, and member relationship growth. This role combines consultative financial expertise, operational leadership, staff management, and business development to drive branch performance and deepen member relationships.
The ABM partners with the Branch Manager (BM) and/or Senior (SR) BM to lead branch staff, champion digital banking adoption, ensure operational excellence, and support achievement of strategic goals and initiatives. Through effective coaching, mentoring, and performance management, the ABM helps build a highly engaged, accountable, and member-focused team.
KEY RESPONSIBILITIES
Member Experience & Relationship Management
- Deliver exceptional member service through a consultative and relationship-focused approach.
- Conduct financial needs assessments and recommend appropriate deposit, lending, digital banking, and ancillary financial solutions.
- Develop and strengthen member relationships to increase retention, loyalty, and wallet share.
- Resolve complex member concerns and service issues professionally and efficiently.
- Educate members on digital banking tools and technology solutions, encouraging adoption and self-service capabilities.
- Ensure every member interaction reflects the Credit Union's service standards and Core Values.
Leadership & Team Development
- Assist the BM and/or SR BM in leading daily branch operations and employee performance.
- Provide coaching, mentoring, and ongoing development to team members to build a high-performing and engaged workforce.
- Establish clear performance expectations and provide constructive feedback to drive accountability and professional growth.
- Support recruiting, onboarding, training, and development of branch employees.
- Foster an inclusive, positive, and collaborative workplace culture.
- Recognize and celebrate employee achievements while addressing performance concerns in a timely manner.
- Lead by example and promote a consultative, relationship-driven service culture.
Branch Operations & Compliance
- Maintain comprehensive knowledge of branch procedures, policies, and operational best practices.
- Ensure compliance with all applicable federal and state regulations, Credit Union policies, and internal controls.
- Actively participate in and support branch audits and operational reviews to uphold regulatory compliance and internal control standards.
- Monitor operational risk and address issues proactively.
- Maintain strong knowledge of personal and business banking products, services, and digital banking solutions to ensure exceptional service delivery.
- Support efficient branch workflow and service delivery while maintaining accuracy and quality standards.
Business Development & Community Engagement
- Identify and cultivate opportunities to expand existing member relationships and attract new business.
- Promote Credit Union products and services through consultative conversations and referrals.
- Develop community relationships that support branch growth and increased market presence.
- Participate in community outreach efforts, business development activities, and financial education initiatives.
- Collaborate with lending, wealth management, mortgage, and other business partners to deliver comprehensive financial solutions.
- Support execution of branch sales and service strategies to achieve organizational objectives.
Strategic Growth
- Assist BM and/or SR BM with achievement of strategic goals and initiatives.
- Effectively lead branch team members through organizational changes, process improvements, and strategic initiatives.
- Monitor branch performance metrics and contribute to action plans for continuous improvement.
- Remain adaptable to changing business needs and support branch coverage throughout the region when necessary.
POSITION REQUIREMENTS
- Provide friendly, prompt, professional and accurate service and support to all members, co-workers, and partners.
- Drive the Credit Union Brand and Core Values through all interactions with employees, members, partners, vendors, and community.
- Demonstrate ability to exercise effective discretion, sound judgment, problem solving and decision-making skills. Establish clear expectations, provide constructive feedback and recognize achievements to support individual and branch success.
- Apply supervisory and management experience to drive accountability, resolve complex issues and foster a positive culture.
- Proactively prioritize, manage and complete multiple tasks within prescribed deadlines and in accordance with policies and procedures, keeping senior leadership informed of any problematic areas.
- Apply professionalism and effective interpersonal skills to handle sensitive and confidential situations while interacting with members and staff.
- Represent the Credit Union with members, sponsor organizations, suppliers, other financial institutions, and similar groups.
- Consistently demonstrate attention to detail and accuracy in work product, including the use of excellent writing skills (punctuation, spelling and grammar, etc.).
- Professionalism in appearance, dress, and attitude, demonstrating ability to maintain professional composure and perform effectively under competing and/or conflicting demands on time.
- Fully knowledgeable in Credit Union terminology and acronyms. Consistently develop subject matter expertise to ensure knowledge keeps pace with business changes, regulations, laws and best practices.
- Adapt to and readily accept change; act as positive change agent to support Credit Union goals and direction. Effectively lead teams through organizational change, process improvements and strategic initiatives.
- Must be flexible to branch scheduling needs, job function generally requires more than a 40- hour work week, including travel to other branch locations, Saturday rotations, and occasional attendance at community events outside normal business hours.
- Assist BM and/or SR BM with achievement of strategic initiatives.
- Perform other duties as assigned.
REQUIRED EDUCATION, EXPERIENCE AND KEY KNOWLEDGE
Education/Certification:
Bachelor’s degree in Business, Finance, or a related field preferred or commensurate professional experience.
Mortgage Loan Originator (MLO) registration with Nationwide Mortgage Licensing System and Registry (NMLS) required.
Experience:
Three (3) plus years of recent hands-on experience in retail banking, or member relationship management.
One (1) plus year of recent retail banking leadership experience with a strong focus on coaching and team development.
Key Knowledge:
Knowledge of all financial regulations including Federal Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), Reg CC - Funds Availability, USA PATRIOT Act.
Knowledge of consumer deposit and loan products and services.
Effective coaching and mentoring with ability to motivate and influence.
Strong sales, business development and relationship building abilities.
Strong branch operations and risk management knowledge.
