Assistant Branch Manager: Lead Member Services & Operations

Webster First Federal Credit Union; Massachusetts; On-site; USD 33,000 - 52,000; Full time

Job summary

Webster First Federal Credit Union is seeking an Assistant Branch Manager for the Spencer location. You will support daily operations, coach staff, and promote excellent member service while ensuring compliance and operational excellence.

The role involves leading a team, handling lending processes with centralized teams, and developing community relationships to grow the branch. A path to develop a high-performing, inclusive branch culture is emphasized.

Qualifications

• Minimum of an associate’s degree from a two-year college; or equivalent related experience.
• Minimum of three years working in a bank or credit union environment.
• Minimum of two years of staff supervisory experience.
• Minimum of two years of sales experience.
• Ability to read, analyze, and interpret written and oral instruction.
• Knowledge of credit union products and services; ability to present information and respond to questions from members of management and credit union members.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Positive, professional attitude; ability to work cooperatively and respectfully with a diverse membership.
• Ability to appear for work as scheduled and to occasionally work outside of normal business hours to provide coverage and/or attend community events, trainings, or conferences.
• Valid, insurable driver’s license.

Responsibilities

• Support the Branch Manager in overseeing daily operations and ensuring adherence to policies, procedures, and compliance standards.
• Serve as acting manager in the absence of the Branch Manager.
• Foster a positive, team-based culture that emphasizes member service, accountability, and continuous improvement.
• Assist in managing branch cash operations, security procedures, and audits.
• Monitor internal controls and operational checklists to maintain compliance with regulatory requirements.
• Provide excellent service to members in-person and over the phone; model and promote a member-first approach throughout the team.
• Resolve complex member concerns and ensure prompt, professional follow-up.
• Actively engage with members to uncover needs and recommend appropriate products and services.
• Maintain knowledge of the local community and develop relationships with local businesses and organizations.
• Conduct loan interviews and process consumer and mortgage loan applications in collaboration with centralized lending teams.
• Assist members with a wide range of account-related requests, including opening new accounts, funds transfers, debit card inquiries, and more.
• Ensure accurate and timely submission of loan applications, disclosures, and closing documentation.

Skills

Customer service

Staff supervision

Sales experience

Communication

Analytical ability

Problem solving

Team collaboration

Time management

Education

Associate’s degree or equivalent experience

Job description

Webster First Federal Credit Union is seeking an Assistant Branch Manager for the Spencer location. You will support daily operations, coach staff, and promote excellent member service while ensuring compliance and operational excellence.

The role involves leading a team, handling lending processes with centralized teams, and developing community relationships to grow the branch. A path to develop a high-performing, inclusive branch culture is emphasized.