Assistant Branch Manager (Midtown)

The Assistant Branch Manager (ABM) supervises and coordinates activities of all branch staff (MSR, LSR, MSS, or others), reports to the Branch Manager (BM) or other designee and is a front-line position. The ABM oversees, coaches, and trains all branch staff in promoting products and services, member transactions, balancing daily settlements, and meeting member needs. They assist the BM in conveying a feeling of trust, service, security and satisfaction to members and staff. The duties of the ABM are contingent on the scope of the services offered at the branch. They may be responsible for overseeing the teller function, ATM balancing, night depository processing, cash shipment, and member service duties. They must also have a keen familiarity with credit union products and services. In the absence of the Branch Manager, the ABM is responsible for all branch operations and performs all functions according to the policies & guidelines of the credit union in a friendly, helpful manner.

Essential Responsibilities: In addition to having mastered the responsibilities of the Member Service Supervisor (MSS), the ABM is also responsible for the following duties and responsibilities:

BRANCH OPERATIONS/STAFF SUPPORT

• Ensure workstations are organized and equipped for the start of the business day
• Prioritize daily, weekly, and monthly calendars ensuring that the branch is properly staffed and that everyone’s time is maximized to serve the members
• Provide guidance to branch staff, as appropriate, with more difficult transactions
• Maintain effective branch operations including, timely opening and closing, adequate staffing levels, and effective member service
• Assist with overseeing branch office operations to ensure that policies, procedures and regulations are being followed
• Examine, evaluate, and process consumer loan applications and/or supervise others engaged in this task
• Give approval for overrides on cash withdrawals and other transactions based on authorization limits
• Conduct surprise cash drawer audits
• Conduct staff meetings, including training and/or providing regulatory or processes updates
• Models’ great customer service for staff
• Complete self-assessments, if applicable, and ensure they are completed thoroughly and accurately and on time
• Participate and/or lead performance and accountability sessions with branch staff in conjunction with the Branch Manager
• The ABM participates, as appropriate, in regular Branch Audit activities
• Participates in hiring and selection process in conjunction with Branch Manager
• Open and explain services to potential account members to generate additional business

BRANCH AND STAFF GOALS

• Be responsible for on-the-job training of all new branch staff
• Assist with developing branch level production goals and plans to achieve them
• Participate with Branch Manager in developing personal performance goals of Member Service Representatives, Member Service Supervisor, and Loan Service Representatives
• Assist in the origination of consumer loans
• In some branches, some ABMs may also be trained and responsible in the origination of mortgage loans
• Participate (with BM) on the coaching of staff in member relationship-building
• Oversee training of new employees, develop work schedules, and monitor work performance.
• Evaluate and adhere to established branch policies, procedures and protocols
• Support the Branch Manager in hiring, Catalytic Coaching, and performance management of branch staff

MEMBER SERVICING/OTHER

• Resolve member account-related problems and ensure positive public relations
• Explain services to potential personal and business account members to generate additional business for the credit union
• Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules
• Actively support business development activities including attending in person, or staffing properly so that staff may attend
• Perform other duties and projects as assigned

Credentials, Experience and Skills

• Bilingual fluency strongly preferred 
• An acceptable combination of progressive experience in management, cash-handling, and/or customer service
• Either two years’ work experience at Self-Help or four years’ work experience in a similar environment
• High School graduate or equivalent
• Preference for working in organizations that place priority on teamwork and collaboration
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities
• Experience in developing and/or supervising branch staff
• Excellent customer service skills
• Demonstrated ability to communicate effectively – both verbally and in writing
• Working knowledge of computer software systems – New Solutions and Microsoft Office (Excel, Word, and Outlook) and ability to be trained and efficiently operate credit union systems and proprietary software
• Keen attention to detail, ability to effectively organize and prioritize work
• Analytical and problem-solving skills
• Ability to use keyboard and data entry skills. Strong interpersonal/ people management skills
• May be required to travel to cover other branches.
• Ability to work flexible work hours including evenings and weekends.

About us:

Self-Help is a leading national community development financial institution headquartered in Durham, NC. Since 1980, Self-Help has provided more than $9.3 billion in financing to over 175,700 families, families, individuals, and businesses. We help drive economic development and strengthen communities by providing responsible financial services; lending to individuals, small businesses, and nonprofits; developing real estate; and promoting fair financial practices across the nation. Through our credit union network, Self-Help serves more than 167,000 people in California, Florida, Illinois, North Carolina, South Carolina, Virginia, and Wisconsin. Learn more at www.self-help.org, www.self-helpfcu.org.

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

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