Assistant Branch Manager

State Employees' Credit Union; Northern (KY); Hybrid; USD 70,000 - 85,000; Full time

Job summary

State Employees' Credit Union is seeking an Assistant Branch Manager to support the VP/SVP in daily branch operations and to deliver high-quality member service. You will mentor staff, manage lending within tier limits, oversee underwriting and collections processes, and help monitor KPI performance.

You will ensure regulatory compliance, staff development, and community involvement while maintaining operational efficiency across all delivery channels.

Qualifications

• High school diploma or GED required; Bachelor’s degree preferred.
• Bachelor’s degree or CCUE Certification preferred.
• Minimum 7 years of SECU or related experience preferred.
• Strong communication and staff development skills.

Responsibilities

• Assist branch management under VP/SVP; step in during absence.
• Delegate duties and ensure completion with follow-up.
• Educate staff on BORA responsibilities and risk mitigation.
• Oversee underwriting and lending within tier 5 limits.
• Mentor MSM and Lead MSO; supervise collections with VP/SVP.
• Monitor KPI metrics and drive improvement opportunities.
• Respond to member issues promptly to reconcile problems.
• Support community involvement and regulatory compliance.

Skills

Staff development

Lending

Risk management

Regulatory compliance

Customer service

Leadership

Workday

Education

Bachelor’s degree or CCUE Certification

Tools

CRM system

Loan origination system

Job description

If you are motivated and believe in the credit union philosophy of \"People Helping People,\" join our team!

Purpose

The Assistant Branch Manager (ABM) supports the VP/SVP in overseeing the daily operations of the branch. This role includes ensuring the delivery of high-quality member service, maintaining operational efficiency, and ensuring compliance with regulatory standards. The ABM should have a broad thorough knowledge of all branch operational procedures and will assist with resolving member issues and complaints across all delivery channels. The ABM is also responsible for staff development and serving as a mentor for less experienced staff. The ABM assists the VP/SVP in community involvement efforts.

Performance Expectations and Essential Responsibilities

• Assist in the management of the branch at the direction of VP/SVP and demonstrates the ability to manage the branch in the absence of the VP/SVP.
• Delegate appropriate duties and follow up to determine that work is properly completed.
• Demonstrate a clear understanding of the Branch Operations Risk Assessment (BORA) and the ability to educate and delegate BORA responsibilities to members of the staff who have the capacity to assist as directed by the VP/SVP.
• Demonstrate the ability to identify and mitigate operational risk.
• The ABM has Tier 5 Lending Limits. They are expected to evaluate, process, and decision loans within those limits.
• Oversee loan review processes to ensure that loans are underwritten in accordance with SECU policy and that all staff are up to date with consumer lending policies.
• Assist MLOs in non-MLO functions (when needed).
• The branch Mortgage Lending Specialist would be responsible for training the ABM in these responsibilities.
• Assist the Lead MSO with the supervision of the collections process for the branch office at the direction of the VP/SVP. This would include assisting in all lending and deposit account collection efforts as well as overseeing the lending collection efforts of other staff to ensure that all queues are completed as required by SECU policy.
• Assist branch VP/SVP with monitoring Key Performance Indicators (KPI) and help identify improvement opportunities based on defined metrics.
• Respond to members’ complaints or criticism promptly and courteously with the intent to reconcile all problems.
• Oversee complaint resolution by MSM and Lead MSOs.
• Assist with handling personnel related issues along with the VP/SVP and Human Resources.
• Demonstrate the ability to perform the necessary functions in Workday. This includes but not limited to approving PTO, keying new hires, check-ins, invoice approvals (per assigned limits), etc.
• Set goals for personal performance of MSM and MSO staff.
• Interview and screen applicants and make recommendations for hiring.
• Serve as a mentor/leader to all staff, particularly for the MSM and Lead MSO in all areas of the branch operations.
• Ensure staff is knowledgeable of SECU products, services, and policies.
• Demonstrate the ability to monitor and analyze branch performance metric and reports.
• Demonstrate the ability to perform all Enhanced Expectations and Responsibilities of a Lead MSO and expected to be able to perform the duties of any branch employee as needed.
• Assist with maintaining the physical facilities and equipment of the branch office
• Oversee, encourage, and process member referrals to specialists for assistance with real estate lending, insurance, investments, and estate planning.
• Knowledgeable in basic Financial Advisory Services (i.e., insurance, retirement planning, investment services, trust services) and able to provide quality referrals.
• Have attended “Better Conversations Every Day,” “Tools for Leadership Challenges: Delegation and Conflict,” and SECU-LEAD classes.
• Assist with the notification and explanation of all personnel policies to staff.
• Oversee organization of community events on a regular basis to enhance Credit Union presence.
• Oversee displays and promotion of Credit Union events such as Member Appreciation Days, Back-To-School Supply Drive, Youth week events.
• Comply with all Credit Union policies and regulatory requirements.
• Ensure all member information remains confidential and members’ accounts are accessed for business purposes only.
• Security and control procedures must be followed by all branch employees.
• Perform other duties and projects as assigned.

Minimum Requirements

• Must have high school diploma or GED equivalent.
• Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
• Minimum 7 years of SECU or directly related experience strongly preferred.
• Must possess an aptitude for meeting people and developing member confidence, respect, and trust in our Credit Union.
• Should have a high degree of written and verbal communication skills.
• Must have genuine concern for the welfare of members and the development of team members.
• Must meet the qualifications of a Lead MSO.
• Must have demonstrated proficiency and outstanding performance in lending.
• Must have the ability to manage others harmoniously with good results.
• Must be able to speak English fluently.
• Must be able to cooperate and collaborate with co-workers.
• Must be cordial in all interactions with members and co-workers.
• Must adhere to the work schedule and attendance policy established by manager.
• Must understand and be dedicated to the Credit Union philosophy and work ethic.
• Must be able to cooperate and collaborate with co-workers and others.
• Must adhere to the work schedule and attendance policies established by the Credit Union.

Job Environment

Office setting with physical proximity to other employees and members. Some background noise from other employees, printers, telephone and coin machine.

Physical Demands

Must be able to comprehend and carry out job demands. Job requires a substantial amount of sitting. Use hands and fingers to press keys on a computer keyboard to enter or retrieve information. Use hands and fingers to press telephone keypad and lift telephone receiver. Must be able to comprehend phone calls. Must be able to lift 10-15 pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.

State Employees' Credit Union is a not-for-profit, member-owned financial cooperative with a \"Do the Right Thing\" mission and a goal of helping people in our community. SECU values the differences in our staff and in our North Carolina communities. We believe that embracing the uniqueness of individuals makes our cooperative stronger, more innovative and better able to serve SECU members.