Bilingual Branch Manager: Growth & Customer Experience

Citadel Federal Credit Union; Philadelphia (Philadelphia County); On-site; USD 70,000 - 95,000; Full time

Job summary

Citadel Federal Credit Union is seeking a Branch Manager II to lead a busy retail location in Philadelphia. This bilingual role requires Spanish and English fluency to coach a sales and service team, develop local market strategies, and drive branch growth.

You will manage daily operations, ensure compliance with policies and regulatory requirements, mentor staff, and build strong community relationships while achieving annual branch goals.

Qualifications

• 3+ years of management experience.
• Bi-lingual in Spanish and English required.
• Proficient in internal and external Business Development skills.
• Basic Computer Literacy required.
• Financial Industry experience preferred.
• Notary preferred.
• Bachelor’s Degree or related 1+ years’ experience.

Responsibilities

• Develop and manage a defined market business plan to increase profitability, track performance, and revise plan to optimize performance.
• Manage and cultivate existing customer relationships by maintaining periodic contact to determine banking needs, financial trends, and changes in the client’s condition and needs.
• Manage a book of clients, with emphasis on cross selling and deepening customers’ relationships with the credit union through outside calling.
• Provide value-based customer service.
• Manage daily operation of the branch, including operations, sales, customer service, and security in accordance with Citadel’s objectives, policies, and procedures.
• Responsible for the branch achieving its annual goals. Duties include coaching sales staff, developing direct marketing plans for the branch, tracking, and celebrating sales success.
• Assure that the office meets the highest levels of service excellence and integrity through ongoing communication of the organization’s strategies and expectations.
• Lead staff and develop career potential. Ensure that staff participates in appropriate training to perform standard sales and service delivery.
• Ensure business activities are conducted in compliance with all applicable laws and regulations.
• Conduct interviews and make hiring decisions matching the appropriate skill level to the job.
• Optimize resources to achieve the greatest return in sales generation and customer satisfaction.
• Limit branch risk to preventable losses by ensuring that all branch staff are vigilantly aware of suspicious activity and that they are current on operational changes.
• Make sure branch adheres to operational policies, compliance requirements and security measures.
• Provide sound financial decisions in conjunction with fee and interest rate reviews.
• Escalate exceptions to Retail Director for review.
• Evaluate business trends for the office and collaborate with leadership to ensure successful outcomes to business strategies.
• Serve as an ambassador of Citadel to enhance the reputation of Citadel in the community.
• Assist with customer transactions when needed, including but not limited to cash handling, inbound calls, and problem resolution.
• Responsible for creating a positive banking experience for office customers.
• Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining unique identifier from the NMLS.
• Remain complaint with the Bank Secrecy Act by completing annual BSA training
• Other duties as assigned

Skills

Bilingual Spanish/English

Management experience

Business Development

Basic Computer Literacy

Education

Bachelor’s Degree or related 1+ years’ experience

Job description

Citadel Federal Credit Union is seeking a Branch Manager II to lead a busy retail location in Philadelphia. This bilingual role requires Spanish and English fluency to coach a sales and service team, develop local market strategies, and drive branch growth.

You will manage daily operations, ensure compliance with policies and regulatory requirements, mentor staff, and build strong community relationships while achieving annual branch goals.