The Branch Supervisor is responsible for overseeing the daily operations of the branch while ensuring an exceptional member experience at every touchpoint. This role provides leadership, guidance, and support to staff, ensuring all team members understand their responsibilities and perform their roles effectively. The Branch Supervisor serves as a subject matter resource for both deposit and lending functions, while actively coaching and developing employees to expand their knowledge and prepare for the next level of operational responsibilities. The Branch Supervisor should promote a culture of service excellence and operational efficiency.
Key Responsibilities:
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Lead, coach, and support branch staff to ensure a clear understanding of job responsibilities, performance expectations, and service standards
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Foster a member-first environment by delivering and reinforcing exceptional service at every touchpoint
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Train and develop team members to deepen their understanding of branch operations, lending functions, and product knowledge, preparing them for increased responsibilities and career growth
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Identify skill gaps and provide ongoing coaching, feedback, and hands-on training to elevate individual and team performance
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Serve as the primary point of contact for complex member inquiries, resolving issues accurately and efficiently
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Maintain comprehensive knowledge of all branch products, services, and lending functions, including loan products and related sales opportunities
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Identify opportunities to cross-sell lending products and services that meet member needs as well as coaching staff to assist where applicable
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Oversee daily branch operations while actively supporting staff to ensure accuracy, compliance, and efficiency
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Step into operational roles as needed, including Member Service Representative duties such as processing transactions, opening accounts, and maintaining account records
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Perform and support all lending-related functions, including application intake, processing support, and member communication
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Ensure all account openings, changes, and transactions are completed accurately and in compliance with policies and regulations
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Monitor branch performance and contribute to achieving operational and sales goals
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Set the tone for the branch by ensuring a welcoming, professional, and positive first impression for all members and employees
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Lead by example in professionalism, accountability, and service delivery
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Implements all management approved decisions to branch
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Prepare all branch reports and branch cash counts for submission to management
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Responsible for identifying facility issues and effectively communicating the issue to management
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Bachelor’s degree or equivalent related experience required
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3-5 years’ experience in a banking or financial setting required, preferably in a lending environment
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1-2 years of proven ability to lead, coach, and develop team members
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Commitment to delivering outstanding member service
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Ability to handle multiple responsibilities and adapt in a fast-paced environment
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Experience with account servicing, lending processes, and product sales
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Ability to communicate eloquently via spoken word or written text
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Proficiency in Microsoft Office and Adobe Creative Suite applications
