Description:
Job Title: Branch Manager
Department: Branch Operations
Reports To: Chief Experience Officer (CXO)
Direct Reports: Tellers, Member Service Representatives, Branch Lenders
FLSA Status: Exempt
Employment Type: Full-Time
Revised: 2026
POSITION SUMMARY
The Branch Manager serves as the senior on-site leader of a Calhoun Liberty Credit Union (CLCU) branch, responsible for the full spectrum of branch operations — from teller line management and consumer/mortgage lending to physical facility security, community engagement, and team development. This role is central to CLCU's mission of providing cooperative, member-focused financial services to the communities and electric cooperative members we serve across Florida.
The Branch Manager ensures that every member interaction — whether at the teller window, in a lending office, or in the community — reflects the values of trust, accessibility, and financial empowerment that define CLCU's identity.
TELLER OPERATIONS & CASH MANAGEMENT
The Branch Manager directly oversees the teller team, ensuring accurate, efficient, and member-centric transaction processing at all times.
- Train, schedule, and supervise all branch tellers; set clear performance expectations and conduct regular evaluations
- Monitor teller transactions daily for accuracy, compliance, and adherence to CLCU cash-handling policies
- Ensure proper dual-control procedures, vault access protocols, and cash limits are maintained at all times
- Oversee teller balancing at end of day; investigate and resolve cash discrepancies in a timely manner
- Manage currency ordering, coin inventory, and cash shipments in coordination with the Federal Home Loan Bank or armored carrier
- Train tellers to identify cross-sell and referral opportunities and connect members to the appropriate lending or service staff
- Conduct periodic teller audits and cash drawer spot checks to maintain operational integrity
- Ensure teller line is properly staffed during peak hours; manage scheduling to minimize member wait times
- Promote a teller culture of accuracy, professionalism, and genuine member care
LENDING TEAM SUPERVISION & LOAN PRODUCTION
The Branch Manager oversees branch lending staff, drives loan production, and ensures compliance with CLCU lending policies and federal/state regulations.
- Supervise branch loan officers and MSRs engaged in consumer and mortgage lending activities
- Set individual and branch-wide loan production goals; monitor pipelines and coach staff toward targets
- Review loan applications for completeness and policy compliance before submission; serve as a first-level approval resource within designated authority limits
- Ensure all lending staff are current on product guidelines, rates, and regulatory requirements (TILA, RESPA, HMDA, ECOA, Fair Lending)
- Support mortgage origination by managing the real estate pipeline, member communication, and coordinating with the centralized underwriting team
- Conduct regular loan file reviews and quality control checks to ensure documentation accuracy and audit readiness
- Identify training gaps and provide ongoing coaching on loan structuring, member needs analysis, and consultative selling
- Maintain current NMLS registration (and ensure all applicable staff maintain theirs) in compliance with the SAFE Act
- Participate in loan committee reviews or escalation decisions as needed
MEMBER SERVICE EXCELLENCE
Creating a consistently exceptional member experience is a defining responsibility of this role.
- Champion a member-first service culture across all branch functions — teller, lending, and support
- Resolve escalated member concerns promptly, professionally, and with the goal of retaining member loyalty
- Ensure staff possess current, accurate product and service knowledge to guide member decisions with confidence
- Monitor member satisfaction scores, complaint logs, and net promoter indicators; implement corrective plans as needed
- Conduct periodic member outreach and relationship check-ins with key accounts and long-standing members
- Ensure lobby flow, signage, appointment scheduling, and phone coverage are optimized for an accessible member experience
MORTGAGE & REAL ESTATE LENDING
The Branch Manager supports and participates in real estate lending as a production contributor and branch lending leader.
- Originate or support mortgage loan applications and guide members through CLCU's real estate lending process from pre-qualification to closing
- Maintain working knowledge of conventional, FHA, VA, USDA, and in-house portfolio mortgage products
- Develop referral relationships with local realtors, builders, attorneys, and title companies to grow mortgage volume
- Ensure mortgage pipeline is actively managed, with status updates communicated to members and the operations team
- Support HMDA data accuracy and proper adverse action notice procedures for all real estate loan decisions
BUILDING SAFETY, SECURITY & RISK MANAGEMENT
The Branch Manager bears primary responsibility for the physical safety of branch staff and members, and the security of CLCU assets and confidential information.
Physical Security
- Serve as the designated branch security officer, ensuring compliance with CLCU's security policy and BSA/AML safeguards
- Oversee opening and closing procedures including alarm activation/deactivation, perimeter checks, and vault security
- Ensure all security equipment — cameras, panic buttons, dye packs, bait money, and time-lock vault — are functional and tested on schedule
- Conduct regular staff training on robbery response procedures, de-escalation, and emergency protocols
- Report any security incidents, suspicious activity, or potential fraud to the BSA Officer and appropriate law enforcement in a timely manner
- Coordinate with CLCU's operations and facilities teams on access control, key management, and after-hours intrusion monitoring
Staff & Member Safety
- Maintain and post current emergency evacuation plans; conduct periodic safety drills
- Ensure fire extinguishers, AED equipment, and first aid supplies are accessible, stocked, and inspected
- Identify and report any OSHA-relevant hazards, slip/trip risks, or environmental concerns immediately
- Manage workplace incident reporting for staff injuries and ensure timely completion of required documentation
Information & Data Security
- Enforce clean desk policies, document shredding protocols, and member data privacy standards at the branch level
- Ensure staff complete annual information security and BSA/AML compliance training
- Report suspected data breaches or unauthorized information access to the IT and Compliance team without delay
MEMBER GROWTH & BUSINESS DEVELOPMENT
The Branch Manager actively drives membership growth and deepens financial relationships within CLCU's cooperative field of membership.
- Develop and execute a branch-level growth plan aligned with CLCU's organizational loan and deposit targets
- Build relationships with local electric cooperative offices, rural community organizations, and employer groups to expand membership
- Identify cross-sell opportunities to deepen member relationships across deposits, consumer loans, real estate, and ancillary services
- Track and report monthly branch performance across membership growth, loan volume, and deposit growth metrics
- Collaborate with CLCU's marketing team on branch-specific promotions, digital outreach, and local advertising initiatives
COMMUNITY RELATIONS & ENGAGEMENT
As the face of CLCU in the community, the Branch Manager plays a critical role in building lasting relationships that reflect CLCU's cooperative mission and deepen local trust.
Civic & Organizational Involvement
- Actively participate in local civic organizations, chambers of commerce, service clubs, and community boards as a representative of CLCU
- Build and maintain relationships with local government officials, school administrators, agricultural leaders, and nonprofit partners
- Represent CLCU at county fairs, electric cooperative annual meetings, community festivals, and similar public events
- Coordinate with CLCU's marketing team to plan and execute community-facing events that raise brand awareness and generate member leads
Financial Literacy & Education
- Champion CLCU's financial literacy mission by organizing or participating in workshops, school programs, and employer financial wellness events
- Partner with local high schools, community colleges, and workforce development organizations to deliver financial education programming
- Promote CLCU youth and young adult membership products as a gateway to lifelong member relationships
Electric Cooperative Partnership
- Nurture direct relationships with the leadership and staff of the electric cooperative(s) served by the branch's field of membership
- Attend co-op member meetings, board functions, and community forums as a CLCU ambassador
- Identify joint service opportunities and member-benefit initiatives that strengthen the CLCU–cooperative partnership
Social Media & Digital Community Presence
- Contribute content ideas and local stories for CLCU's social media platforms in coordination with the marketing team
- Engage authentically in online community groups, local Facebook pages, and digital community forums to reinforce CLCU's local presence
TEAM LEADERSHIP, MORALE & PROFESSIONAL DEVELOPMENT
Building an engaged, accountable, and mission-aligned team is one of the most important responsibilities of the Branch Manager.
- Onboard and retain high-quality branch staff consistent with CLCU's culture and service standards in coordination with HR
- Conduct structured performance reviews, regular one-on-ones, and real-time coaching conversations with all direct reports
- Recognize and celebrate individual and team achievements in ways that reinforce positive behaviors and morale
- Create a psychologically safe work environment where staff feel comfortable raising concerns, asking questions, and growing professionally
- Identify training needs and coordinate with HR and compliance to ensure staff complete required and developmental training
- Address performance issues fairly, promptly, and in coordination with HR and the Chief of Operations
- Develop cross-training plans to maintain operational continuity and support staff advancement pathways
- Lead brief daily or weekly team huddles to align staff on priorities, share updates, and reinforce member service focus
BRANCH APPEARANCE & HOUSEKEEPING
The Branch Manager is accountable for maintaining a clean, professional, and welcoming branch environment that reflects positively on CLCU's brand.
- Conduct daily walk-throughs of the lobby, teller line, lending offices, restrooms, and break room to ensure cleanliness and orderliness
- Coordinate janitorial services or maintenance requests when branch standards are not met
- Ensure all marketing materials, rate boards, and product displays are current, accurate, and professionally presented
- Maintain exterior curb appeal including parking lot signage, entry areas, and seasonal upkeep coordination
- Ensure ADA accessibility compliance and proper display of required regulatory posters and member disclosures
- Report facility maintenance issues — HVAC, plumbing, electrical, IT equipment — promptly through proper channels
QUALIFICATIONS & REQUIREMENTS
Knowledge, Skills & Abilities
- Working knowledge of teller operations, cash management, dual-control procedures, and vault security
- Solid understanding of consumer and mortgage lending regulations (TILA, RESPA, HMDA, ECOA, BSA/AML, SAFE Act)
- Strong leadership and coaching skills with proven ability to develop and motivate a diverse team
- Excellent member service, communication, and conflict-resolution skills
- Demonstrated community involvement and relationship-building capability
- Proficiency in core banking systems, loan origination platforms (e.g., Sync One, Mortgage Bot), and standard office software
- Strong organizational skills and attention to detail in high-transaction, compliance-sensitive environments
WORKING CONDITIONS
This position is based in a branch office environment. Regular travel between CLCU branch locations and community venues is expected. The Branch Manager must be available during all branch operating hours and may be required to work evenings or Saturdays for community events, member outreach, or operational needs. Physical requirements include the ability to sit and stand for extended periods, operate standard office and banking equipment, and occasionally lift up to 25 pounds.
Requirements:
Education & Experience
- Bachelor's degree in Business, Finance, or a related field preferred; significant relevant experience considered in lieu of degree
- Minimum 3–5 years of financial institution experience, with at least 2 years in a supervisory or management role
- Demonstrated experience supervising teller operations and consumer/mortgage lending functions
- Credit union experience strongly preferred; familiarity with cooperative structure and field of membership requirements is a plus
Licenses & Certifications
- NMLS registration required (or must obtain within 90 days of hire per SAFE Act requirements)
- Notary Public certification preferred
- CPR/First Aid certification preferred or willingness to obtain
- All CLCU-required compliance training (BSA, OFAC, Fair Lending, Security Awareness) must be completed within 60 days of hire
