Assistant Branch Manager - FAA Campus (Oklahoma)

Randolph-Brooks Federal Credit Union; Lower Swatara Township (Dauphin County); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Bilingual Spanish/English certified

Job summary

Randolph-Brooks Federal Credit Union is seeking an Assistant Branch Manager to oversee daily branch operations, ensure efficient service, and model compliance with policies.

The role emphasizes risk mitigation, staff development, cross-selling, and achieving KPIs while maintaining regulatory standards across all branch activities.

A bilingual Spanish/English certification can earn an additional $2.00 per hour, reflecting RBFCU's commitment to service excellence.

Qualifications

• High School Diploma or GED
• 1+ year supervisory branch ops experience
• 3+ years experience in a financial institution
• Willing to cover staffing across regional locations
• Flexible Mon-Sat schedule
• Proven risk management and relationship-building
• Strong teamwork and communication skills

Responsibilities

• Oversee daily branch operations ensuring quality member service.
• Mitigate regulatory risk and ensure compliance.
• Manage cash audits and branch cash requirements.
• Lead staff development and coaching to achieve KPIs and sales goals.
• Coach staff in product benefits and cross-selling with members.
• Handle escalated member issues and fraud risk mitigation.
• Coordinate scheduling to support contact center and branches.
• Review branch statistics and ensure training content is current.

Skills

Supervisory experience

Customer service excellence

Regulatory compliance

Team leadership

Fraud awareness

Job description

Job Description and Requirements

The Assistant Branch Manager (ABM) is responsible for all daily operations of the branch to include overall efficiency, fraud mitigation, staff placement, goal attainment, creating motivation for product empowerment while ensuring compliance with all applicable regulatory laws and internal policies and procedures. In addition, the ABM acts as a role model providing consistent guidance and information to employees and members thus enhancing the staff and member experience and assumes the AVP/BM duties in the absence of the Branch Manager.

Bilingual in Spanish and English? Employees can earn an additional $2.00 per hour upon the successful completion of the RBFCU Bilingual Spanish/English certification.

The FAA Campus branch is located at: 6435 S. Denning Avenue, Building 30, Oklahoma City, OK 73169

Essential Functions and Responsibilities:

• Manage the daily operations of the branch to ensure business is conducted in a professional and timely manner to ensure quality member service and if applicable submitting necessary tickets to address critical items needing attention.
• Mitigate risk by ensuring compliance with regulatory laws, policies, and procedures.
• Maintain responsibility for cash audit and management of branch to include outages, limit adjustment, and cash requirements.
• Utilize critical thinking to perform impromptu decisions when resources are not readily available.
• Support RBFCU's sales culture and ensure branch standards are achieved by reinforcing best practices and modeling consultative behaviors.
• Demonstrates and upholds personal accountability for meeting performance expectations by consistently achieving branch KPIs and operational standards. Promotes transparency and a culture of continuous improvement.
• Actively monitors results, identifies performance gaps, takes corrective action, and ensures the team stays aligned with RBFCU's sales and service goals while maintaining compliance and ethical practices.
• Ensure staff are proficient in positioning product benefits, articulating value, and connecting solutions to member outcomes.
• Orchestrate maximum efficiency with staffing resources while maintaining compliance and quality member service including scheduling staff for additional duties to aid contact center staff by taking reservist calls.
• Review, support, and manage statistical information for the branch.
• Work with relevant subject matter experts within business units to ensure content is accurate, up to date and easy to understand, and training materials are updated.
• Instill cohesion and motivate staff to peak development potential earning attainment of steps needed for promotion.
• Conduct staff development, goal setting, coaching, and growth by identifying strengths and opportunities of branch staff through shadowing and one-on-one documented sessions.
• Ensure proper cross-selling of products and services by coaching or offering to members and allowing the member to decide.
• Coach to analyze all deposited items for fraud and all interactions for potential impersonation to minimize fraud losses and mitigate risk.
• Handle escalated member issues and complaint management, to include appropriate steps within state and federal regulations. Oversee the resolution process and applicable training based on the complaint presented.
• Manage QA audit risk findings, audits of sales referrals for compliance with sales and service incentive policy and Quality Control performed on the branch and any other branch related reporting.
• Responsible for assessment of facilities and property to ensure are in working order.
• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).

Requirements:

• High School Diploma or GED
• Minimum one year of branch operations supervisory/management experience
• Minimum three years of financial institution experience
• Must be able to cover staffing at any location within the respective region if a business need arises including branch transfers
• Must be able to work a flexible Monday through Saturday schedule
• Proven track record of managing branch risk, developing relationships through various channels, and working with other team members to manage risk
• Teamwork and dedication to develop strong working relationships within the organization
• Ability to analyze, develop, manage and improve processes and system/product architecture
• Excellent time management, organizational, problem-solving skills, and ability to meet deadlines
• Must be proficient in utilizing PC, Microsoft Applications software, Internet Explorer, and other office equipment
• Ability to work well in a team environment and develop strong working relationships with external parties
• Must have the ability to clearly communicate effectively verbally and in writing

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, rel