The Service Manager plays a key role in overseeing branch operations, coaching and developing a team, while ensuring exceptional member service. In partnership with the Branch Manager, this position helps create a supportive and engaging environment that fosters growth, teamwork, and excellence. The Service Manager’s leadership is crucial in ensuring smooth daily operations, enhancing sales performance, and maintaining compliance with the credit union’s policies and procedures. This position will step-up in the absence of the Branch Manager, helping resolve complex member needs, driving service excellence, and supporting the development of teller staff. Fosters a positive, service-driven environment, and help’s mitigate risk to contribute to the overall success and growth of the branch.
This position is located at our Fairbanks Branch on 1st Ave. (909 First Ave)
Pay Range: $59,532 - $87,928
ESSENTIAL JOB FUNCTIONS:
Supervision & Staff Development
- Leads with enthusiasm and commitment to Credit Union 1’s core values.
- Collaborates with the Branch Manager and Human Resources to recruit, hire, and manage teller staff.
- Oversees training, scheduling, and work assignments for the teller team.
- Provides ongoing coaching and performance management, including corrective action when necessary, through partnership with Branch Manager and Human Resources.
- Facilitates onboarding and continuous development of teller staff.
- Approves timecards and maintains branch staffing schedules.
Deliver Exceptional Member Service
- Encourages and assists branch employees to enhance behavioral interactions and exceed member service expectations through regularly scheduled observations and coaching.
- Lead by example, modeling needs-based conversations and proactive solutions.
- Motivate the team to achieve service and sales goals through regular feedback and coaching interactions.
- Encourage a culture of continuous learning and growth through cross-training opportunities.
- Champion a member-first approach, ensuring every interaction is meaningful and positive.
Branch Operations
- Conduct audits and ensure adherence to policies, procedures, and regulatory requirements.
- Maintain a welcoming and professional branch environment, ensuring cleanliness and proper marketing material display.
- Oversee daily cash handling, timely work audits, and transaction approvals with accuracy and accountability.
- Review and assess unusual transactions, using sound judgment to protect members and the credit union to be compliant in the area of Bank Secrecy Act.
- Effectively delegates daily branch operational tasks to appropriate teller staff.
- Responsible for ensuring day to day branch processes are completed as assigned.
- Reviews suspicious or unusual transactions. Approves transactions within defined authority levels
- Uses critical thinking and conservative judgement along with defined policies and procedures to determine if the transaction or item is valid.
- Issues transaction overrides and removes flags appropriately.
- Ensures completion of end of day procedures, including the balancing of cash vaults, as needed.
- Assists in the maintenance, security and safety of the branch. Follows operational procedures for opening and closing the branch.
- Oversees the effective maintenance of ATMs and ITMs and ensures proper administration of training is completed.
ADDITIONAL RESPONSIBILITIES:
- Assists Branch Manager on a regular basis with the processing and closing of loans and completion of all documents.
- Step in as Interim Branch Manager when needed, providing consistent leadership and direction.
- Maintain accurate branch records and collaborate with other departments to ensure compliance.
- Serve as a mentor and resource for the MSO team when the Branch Manager is absent.
QUALIFICATIONS:
- Must be a high school graduate or equivalent with a minimum of one year experience in a financial institution.
- Supervisory and consumer loan processing experience is preferred.
- Must possess a thorough understanding of regulatory requirements associated with negotiating financial instruments.
- Must be able to handle member and employee matters in a professional, tactful and confidential manner.
- Must have the ability to effectively supervise, motivate and lead branch team to consistently attain sales and service goals and to comply with various organizational and regulatory requirements.
- Must have sound judgment and organizational skills. Excellent communication skills with members, credit union employees, executive management and the public is required.
- Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs.
- Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).
BENEFITS AT CU1:
At Credit Union 1, we believe in life balance, which means supporting our employees both at work and when away. Eligible positions enjoy a comprehensive benefits package designed to promote overall wellbeing- financially, professionally and personally.
Health & Wellness
Credit Union 1 offers employees multiple medical plans to choose from, including PPOs and HSA-qualified plans, as well as dental, vision, and services to support overall mental and physical health.
Financial Security
Employees and their families are supported in life planning with employer-paid life insurance, disability coverage, and AD&D coverage. Voluntary plans are offered to cover critical illness, accidents, and hospital indemnity expenses. Employees participate in 401(k) retirement plan with company matching contributions and profit-sharing contributions.
Additional benefits support our employees' lifestyle and family, with generous paid time off, access to CU1's accredited early learning center in Anchorage, Alaska, employee loan and mortgage discounts, education assistance, volunteerism and community engagement opportunities within the communities we serve.
Please note: Credit Union 1 does not provide relocation assistance. If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.
To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Credit Union 1 does not provide visa sponsorship.
Only applicants who meet the minimum requirements for this position will be considered for an interview. This position is open until filled.
Thank you for your interest in the opportunity with Credit Union 1!
Background Screening Statement: Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.
EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.com
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
