Assistant Branch Manager

Neighbors Credit Union; Northern (KY); Hybrid; USD 54,000 - 67,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability Insurance

HRA and FSA

401k with matching

Tuition Reimbursement

PTO 4 weeks

Birthday PTO

Job summary

Neighbors Credit Union is seeking a dynamic leader to guide service delivery across multiple markets. You will coach teams, strengthen member experiences, and drive growth while ensuring compliance and risk controls.

The role emphasizes in-branch and digital service leadership and cross-channel engagement. Qualifications include a minimum of five years in service-delivery leadership within a financial institution, strong staff development, and proficiency with Microsoft Office and online

Qualifications

• Five years of service delivery leadership in a financial institution.
• Expertise in office technologies and digital service tools for online platforms.
• Proficiency with Microsoft Office and professional presentations.

Responsibilities

• Provide hands-on leadership and strategic support across markets/departments.
• Drive service growth, member acquisition/retention, and portfolio growth.
• Act as escalation leader for complex member issues with timely resolutions.
• Promote digital service adoption and guide teams on electronic delivery channels.
• Lead member engagement across in-person, written, phone and video channels.

Skills

Leadership principles

Operational practices

Lending & collections basics

Marketing fundamentals

Decision making

Staff coaching

Communication skills

Multi-priority management

Microsoft Office proficiency

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Description

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St Louis. Our mission is to provide great member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice.

Who are you at Neighbors Credit Union?

Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Responsibilities and Daily Job Duties

• Leads with flexibility and accountability by providing hands-on leadership and strategic support across multiple markets or departments, ensuring consistent delivery of exceptional team member and member experiences while meeting performance and growth objectives.
• Drives proactive service and growth initiatives by setting service expectations, monitoring outcomes, and leading activities that support member acquisition, retention, and portfolio growth.
• Serves as an escalation and resolution leader by addressing complex member issues with sound judgment and ownership, ensuring timely resolution, satisfaction, and long-term relationship preservation.
• Provides leadership in digital and electronic service adoption by educating members and guiding team members on effective use of all electronic service delivery channels, both in-branch and through member-owned devices.
• Leads and models high-quality member engagement across all interaction channels - including in-person, correspondence, inbound phone, and video - ensuring consistent, professional experiences aligned with organizational service standards.
• Ensures integrity and accuracy of member records and systems by overseeing adherence to established guidelines, reinforcing accountability, and supporting effective system management practices.
• Supports and develops team members through coaching and problem resolution, addressing complaints constructively while identifying root causes and leading process improvements that enhance service and efficiency.
• Oversees financial transaction execution when needed, including cash handling, while ensuring team adherence to policies, controls, and operational best practices.
• Maintains strong regulatory and risk leadership by ensuring compliance with all federal and state regulations, promoting ongoing fraud awareness, and reinforcing training and risk mitigation practices within the team.
• Executes and oversees supervisory operational functions, including auditing, ITM/ATM oversight, cash management, and vault maintenance, with accountability for accuracy, security, and compliance.
• Directly leads, coaches, and evaluates two (2) or more team members across multiple markets or branches, providing peer training, performance feedback, and development to support engagement and results.
• Demonstrates sound judgment in exercising people-management responsibilities, including corrective action and disciplinary measures, maintaining performance standards, reinforce accountability, and support a high-performing, service-focused culture.

Knowledge/Skills

• Demonstrated knowledge of leadership principles, operational practices, procedures, lending and collections, and marketing fundamentals.
• Strong understanding of financial products and their application to member needs.
• Proficiency in service industry delivery standards and best-in-class member experience practices.
• Skilled in conducting discovery-based interactions to identify needs and recommend appropriate solutions.
• Proven ability to make sound, timely decisions using good judgment and available data.
• Ability to lead, guide, and influence staff and other credit union employees in matters related to departmental and organizational business as needed.
• Effective communication and active listening skills, both verbal and written.
• Demonstrates courtesy, tact, professionalism, and diplomacy in all interactions.
• Ability to manage multiple priorities and projects while collaborating effectively with team members.
• Working knowledge of Microsoft Office products with the ability to create and deliver professional presentations.

Requirements

Performance Expectations

Life-Changing

• We take all steps necessary to elevate and empower members to confidently achieve financial wellbeing.
• We predict and understand the needs and wants of members at all life stages by intentionally observing their behavior, listening intently, asking better questions, and leveraging data.
• We navigate members through the journey of achieving financial wellbeing by proactively recommending personalized solutions that will impact their lives for the best.

Trustworthy

• We earn our members' trust by continuously building and sharing personal finance expertise, always keeping their interests in mind.
• We create personal connections with members by greeting them warmly, respecting and engaging them individually, and nurturing their financial wellbeing.
• We take immediate action and personal ownership to acknowledge, set expectations, and resolve all member needs.

Easy

• We create consistent and seamless experiences when, where and how the member wants to be served by continuously enhancing Neighbors' technical, operational and talent capabilities.
• We respect members' time by streamlining processes, offering convenient access, and ensuring timely response.
• We advise and help members navigate financial matters using conversational, easy-to-understand language and tools.

Qualifications

• A minimum of five years of experience with service delivery leadership of a financial institution.
• Possesses a high level of expertise in office technologies and digital service tools, modeling effective use of financial institution online platforms to support team performance and exceptional member experiences.

Education

• Preferred College Degree must have High School Diploma or equivalent.

Rewards

• This position is full time and will be eligible for benefits, and an annual incentive plan.
• We have excellent opportunities for career advancement and professional development.
• Salary Range: $53,700 - $67,100, based on experience.

Benefits (Eligible the first of the month after your hire date)

• Medical
• Dental
• Vision
• Employee Paid Life Insurance
• Voluntary Life Insurance
• Short Term and Long-Term Disability
• HRA and FSA
• 401k with matching contributions
• Tuition Reimbursement
• 4 weeks of PTO
• Sick Time off that can be for both employee and family members
• Birthday PTO