Assistant Branch Manager

Central-One-Federal-Credit-Union; Westborough (MA); On-site; USD 36,000 - 47,000; Full time

Job summary

Central One in Westborough, MA seeks an experienced Branch Manager to lead daily operations, drive sales of financial products, and ensure exceptional member service. Responsibilities include staffing, budgeting, and cross-department coordination.

The role requires mortgage lending knowledge, supervisory experience, and a commitment to community involvement. Evening and weekend coverage may be required as part of a flexible schedule.

Qualifications

• Two-year college degree required; bachelor’s degree preferred.
• 3-5 years of customer service or loan dept experience with 1-2 years of supervisory duties.
• Strong supervisory/training skills and knowledge of consumer/equity lending.

Responsibilities

• Oversee daily branch operations, including staffing, scheduling, and customer service.
• Promote and cross-sell credit union products and services.
• Manage branch budgeting, staffing decisions, and inter-department communication.
• Conduct interviews for mortgage and home equity loans; review credit reports as needed.
• Serve as Mortgage Loan Originator as defined by the SAFE Act.
• Perform supervisory duties, conduct evaluations and annual reviews.
• Ensure adherence to policies, procedures, and compliance.

Skills

Supervisory skills

Customer service

Sales / cross-selling

Financial product knowledge

Leadership

Education

Two-year college degree

Bachelor’s degree

Tools

Word

Outlook

Excel

Job description

JOB STATUS: Non-Exempt

REPORTS TO: Branch Manager

SUPERVISES: Relationship Specialist, Relationship Representative, Relationship Assistant, High School Relationship Assistant

WHO WE ARE: At Central One, our values are to Deliver Exceptional Service, Work as a Team, Have Fun, and the Credit Union philosophy of People Helping People; all while striving to be C.E.N.T.R.A.L. One Ambassadors. CENTRAL stands for Caring, Enthusiastic, Nimble, Team-Oriented, Resilient, Altruistic and Loyal. At the core of our values lies a commitment to our community, members, and employees, with a focus on overall well-being.

PRIMARY FUNCTIONS: A passion for Central One and our values. Talent for steering the broad vision while being attentive to the team's everyday responsibilities. Responsible for assisting with the direction and administration of branch / micro-branch operations, ensuring that policies and procedures are followed. Perform a variety of duties promoting and selling all credit union services to new and existing members. Oversee daily branch operations (i.e., staff scheduling, active lobby management, cash & negotiable instrument ordering, inventory control, equipment and supplies, compliance, etc.) for smooth branch operation.

SCHEDULE: Variable schedule (Monday - Wednesday 7:45AM - 5:15 PM, Thursday 7:45AM - 6:15 PM, Friday 7:45AM - 5:15 PM, Saturday 8:15 AM - 12:15 PM)

Pay Range: $26.26 - $33.80 per hour commensurate with experience

DUTIES and RESPONSIBILIITES:

• 1. Strives to be the Ideal Team Player: hungry, humble and (people) smart.
• 2. Serves as community role model and participates in volunteer activities to support the People Helping People value and enhance the Credit Union's visibility.
• 3. Serve as back up for and provide assistance to the Branch Manager with overall branch operation, to include but not limited to, ensuring top-tier member (customer) service satisfaction, handling escalated member needs, budget management, staffing decisions and inter-department communication. Manage Branch staffing assignments and schedules.
• 4. Manage lobby traffic to ensure members are directed to appropriate staff and that staffing levels are optimized.
• 5. Provide back up on all workstations or branch roles as needed.
• 6. Oversee and participate in the training of new staff members.
• 7. Create and maintain a sales culture/philosophy within the branch, utilizing the most current and accepted methods regarding training and developing staff knowledge of financial products, services, needs analysis, and sales process; setting sales goals; implementing sales promotions; modeling appropriate behaviours; and measuring the sales performance of subordinates in order to meet the sales goals of the department and the credit union.
• 8. Provide information, counseling and all necessary documentation to members on credit union deposit accounts, IRA’s, loans, and mortgage products, as well as all services, policies and procedures.
• 9. Conduct interviews for mortgage, home equity, as well as conforming and nonconforming consumer loans, entering applications for approval. Review credit reports when necessary; determine collateral needs and define loan conditions/requirements for approval either through or with the assistance of the loan department.
• 10. Act as a Mortgage Loan Originator as defined by the SAFE Act, fulfilling all requirements to maintain an active federal registration in the Nationwide Mortgage Licensing System and Registry (NMLS)
• 11. Generate business through promoting and cross-selling products and services and attain all applicable sales goals. Encourage new membership and develop relationships, make referrals to affiliated professionals.
• 12. In conjunction with the Branch Manager, conduct performance evaluations of all subordinate staff as well as Annual Reviews and corrective action if necessary. Assist with determining staffing levels and scheduling.
• 13. Recommend hiring, firing, advancement or promotion of employees.
• 14. Perform all functions of a supervisor responsible for opening and closing the branch during all hours of operation, including evenings and Saturdays, ensuring branch security and operating policies are followed.
• 15. Assist with implementation of new products and procedures that provide additional or improved member service.
• 16. Conduct or organize meetings as necessary.
• 17. Maintain community involvement and participate in special projects, as needed
• 18. Serve as back-up to Retail Coordinator for Political Campaign or other regulated account [Main Office Branch ABM only]
• 19. Perform BSA compliance duties as required in the Credit Union BSA Policy and as assigned. (e.g., assisting with CTR and SAR filing.
• 20. Be assigned or travel to any branch, including satellite offices, to represent the credit union, as needed.
• 21. Stay current on job-related equipment, procedures and/or information by reading handouts/memos, attending meetings and seminars and other necessary means.
• 22. Adhere to all applicable Credit Union policies, procedures and regulations.
• 23. Maintain community involvement and participate in special projects, as needed.
• 24. Perform other duties as requested or assigned.

Requirements

Education: Two-year college degree required. Bachelor’s degree preferred.

Experience: 3 - 5 years of experience in a customer service or loan dept of a financial institution with 1-2 years of supervisory duties, or related experience

Skills: Supervisory/training skills; knowledge of consumer/equity lending; analytical ability; ability to make decisions and do detailed work; ability to work efficiently and accurately in a fast-paced environment; skilled in the use of general office machines and computers, with proficiency in Word, Outlook and Excel; Strong business writing skills; ability to sell, cross-sell and interact professionally face-to-face, on the telephone and through electronic means.

Traits: Capacity to work well with others, dependability, flexibility, initiative, resourcefulness, confidentiality, professionalism.