Branch Supervisor I

Pay Range: $68,000-$83,300

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

This role is responsible for assisting with the direction and administration of branch operations, ensuring compliance with established policies and procedures while overseeing the delivery of exceptional member service. This role supervises a full range of services to both current and prospective members, ensuring prompt, professional, and personalized service, along with effective collaboration across departments. The Branch Supervisor acts as Branch Manager when needed, and provides training, direction, and supervision to branch staff to ensure efficient, consistent, and high-quality service. Additionally, this role performs various branch-related functions as required.

Essential Duties and Responsibilities

Member Service & Problem Resolution

- Answers Member Advocates' questions, solves problems, and assists with complex transactions and sensitive member relations problems. Makes judgments for Member Advocates (within limits of authority) pertaining to all operations of branch.

- Ensures that members' requests and questions are promptly, efficiently, and courteously resolved. Explains policies and procedures to members. Answers member's questions or refers appropriately.

- Demonstrates "escalation resolution" skills to effectively address critical member needs and concerns, recognizing and championing branch/organizational opportunities such as process improvements.

- Assists with Member Advocates functions. Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable). Verify deposits, process loans, and approve transactions within established limits

- Provides excellent service by demonstrating courtesy and personal concern for members and coworkers' needs and follows up to ensure those needs are met.

- Promotes branch business development and seeks to broaden member base.

- Responsible for reviewing and responding to Member Loyalty surveys in a timely manner and sharing any feedback internally as appropriate.

- Reviews and monitors the work of branch personnel. Provides suggestions to leadership and support as necessary.

Team Leadership & Development

- Responsible for interviewing, hiring, and training Member Advocates, as well as planning, assigning, and directing work. Assists with new employee orientation and staff training sessions, ensuring employees are well-trained in all aspects of their roles.

- Ensures employees are knowledgeable about Credit Union products, services, and policies.

- Effectively cross-sells and coaches employees to offer Credit Union products and services to its members.

- Helps lead change management efforts by guiding the team through new initiatives, process updates, and organizational changes to ensure smooth transitions and continued service excellence.

- Assists with tracking individual progress, conducting performance appraisals, and formulating and implementing corrective actions as needed.

- Contributing beyond the branch by supporting and leading organizational projects.

Operations & Compliance

- Ensures Branch security. Assists with opening and closing the building in accordance with set hours. Tests security equipment as assigned.

- Supports branch and team by verifying operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, and audit standards. Provides suggestions for improved effectiveness.

- Completes required reports and records and ensures that Branch functions, internal controls, and audits are properly documented.

- Ensures that the Branch cash and transactions are in balance at the close of each day. This includes ensuring that all reports are prepared. Aid Member Advocates as needed.

- Investigates ATM and Member Service out of balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures that each Member Advocates balances at the end of each day and secures all funds in compliance with established procedures. Maintains ATM functionality and oversees cash vault operations including ordering, balancing, resolving discrepancies, and maintaining appropriate cash levels in all cash entities. Assists with Member Advocates functions. Performs duties related to transaction and loan processing, new account openings, account servicing including deposit products, and safe deposit boxes (if applicable).

- Assists with implementing changes to established policy and procedures within the Branch.

- Assists with deter