Branch Leader I

Members-First-Credit-Union; Grand Rapids (MI); On-site; USD 60,000 - 85,000; Full time

Job summary

Members First Credit Union in Kentwood, MI is seeking a Branch Leader I to drive branch operations, service excellence, and team development. You will lead daily branch activities, coach staff, manage lending and new accounts, ensure regulatory compliance, and partner with leadership to deliver on the credit union's mission of member financial well-being.

You will oversee branch budgets, supervision, scheduling, and development initiatives, with occasional travel and outside-hours commitments to

Qualifications

• Minimum of one year of management or supervisory experience.
• Minimum of one year of banking and/or credit union experience.
• Three to five years of similar or related experience.
• High school diploma or equivalent.
• Expert working knowledge of all credit union products and services.
• Proficiency with Microsoft 365.

Responsibilities

• Partner with Branch Operations Director and HR on recruitment, onboarding, employee development and compensation.
• Monitor industry and operational trends to support competitive products and processes.
• Investigate and resolve member issues related to fees, deposits, lending and account servicing.
• Serve as subject matter expert for branch systems, software, and digital tools.
• Monitor and manage queues to ensure timely completion of member service tasks.
• Identify and implement process improvements in collaboration with Branch Operations Specialists.
• Ensure daily balancing of branch transactions and cash handling.
• Lead monthly operational coaching focused on compliance, best practices and member experience.
• Review branch performance dashboards and share insights from Measures of Success meetings.
• Communicate organizational goals and the Strategic Plan to connect performance to results.
• Complete required compliance checklists, audits, cash controls and inventory controls.
• Attend leadership meetings, training sessions and organizational events.

Skills

Leadership

Communication

Team Development

Regulatory Knowledge

Education

High school diploma

supervisors experience

Tools

Microsoft 365

Job description

Are you a leader who is passionate about developing others and cultivating a culture of purpose, belonging, and joy? Do you enjoy helping members succeed on their financial journey while driving operational excellence, fostering team growth, and supporting branch success? Members First Credit Union is seeking a Branch Leader I for our Kentwood Branch. If you're motivated to make a meaningful impact on both members and team members,
We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

BRANCH LEADER I

Exempt

Reports to: Branch Operations Director

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

• Exercise Loan Authority Level I upon board approval: up to $50,000 secured and $10,000 unsecured.
• Lead branch teams to achieve productivity, efficiency, and performance expectations.
• Provide monthly developmental development focused on performance, growth, and career development.
• Develop, implement, and monitor individual development plans, goals, and training activities.
• Ensure compliance with all applicable laws, regulations, policies, procedures, and work rules.
• Oversee performance development, compensation recommendations, and progressive coaching.
• Maintain branch appearance, safety, and equipment standards in partnership with Facilities and Marketing.
• Maintain an in-branch presence, including standard business hours, Saturday coverage, and occasional evenings or travel as required.
• Address and resolve member requests and complaints professionally and in a timely manner.
• Counsel members on financial needs and recommend appropriate products and services.
• Develop and manage branch budgets and review monthly variances.
• Coordinate onboarding and orientation for new employees.
• Promote cross-training and ensure staff knowledge of products, services, promotions, and initiatives.
• Educate teams and members on all delivery channels, including digital and remote services.
• Support change initiatives by guiding team members through system, process, or strategic transitions.
• Conduct branch security training and ensure staff proficiency in assigned roles.
• Obtain State of Michigan Credit Producers License within six months of lending training.
• This position is an in branch/office role, must be available to work 8 a.m. to 5 p.m. M-F, Saturday coverage as needed, and some outside of normal working hours for meetings and/or education/trainings. Some travel expected, including but not limited to overnight stays.
• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

Duties and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Partner with the Branch Operations Director and Human Resources on recruitment, onboarding, employee development, performance development, and compensation review.
• Monitor industry and operational trends to support competitive products, services, and processes.
• Investigate and resolve member issues related to fees, deposits, lending, and account servicing.
• Serve as the subject matter expert for branch systems, software, and digital tools.
• Monitor and manage Synapsys queues to ensure timely completion of member service tasks.
• Identify and implement process improvements in collaboration with Branch Operations Specialists.
• Ensure daily balancing of branch transactions and accountability for cash handling.
• Lead monthly operational coaching focused on compliance, best practices, and member experience.
• Review branch performance dashboards and share insights from Measures of Success meetings.
• Communicate organizational goals and the Strategic Plan, connecting team performance to results.
• Complete required compliance checklists, audits, cash controls, alarm reviews, and inventory controls.
• Manage cash ordering, facilities coordination, and vendor requests.
• Attend assigned leadership meetings, training sessions, and organizational events.
• Support FiCEP certification planning, job shadowing, staff scheduling, and coverage.
• Participate in community outreach and community development initiatives.

New Accounts

• Serve as subject matter expert for new account processes, documentation, and regulatory requirements.
• Provide direct support and backup for account openings, audits, and complex member inquiries.
• Coach staff on best practices, quality standards, and compliance expectations.
• Review account activity to ensure accuracy, fraud prevention, risk mitigation, and compliance.

Lending

• Maintain advanced knowledge of lending products, policies, procedures, and compliance requirements.
• Process and close loans, including complex lending scenarios, as needed.
• Serve as a mentor and primary resource for lending-related matters.
• Educate members and staff on insurance and ancillary protection products.
• Demonstrate proficiency with products, services, and needs-based selling practices.
• Engage directly with members to identify needs and recommend appropriate solutions.
• Model effective sales behaviors and coach staff.
• Review sales performance metrics, provide feedback, and recognize achievements.

Other Responsibilities

• Respond to member inquiries in accordance with Communication Standards and service expectations.
• Attend required education, training, and professional development activities.
• Perform other duties as assigned to support branch operations and organizational needs.

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• Demonstrated commitment to achieving organizational, departmental, and individual goals.
• Strong organizational, time management, and attention to detail skills.
• Proficiency with digital tools, core systems, and Microsoft 365.
• Ability to lead inclusively and foster a collaborative, professional work environment.
• Effective written and verbal communication skills.
• Working knowledge of credit union products, services, policies, and procedures.
• Knowledge of applicable state and federal regulations (including BSA, OFAC, Regulation CC/E, Truth in Savings and Lending).
• Ability to adapt to change and support continuous improvement.
• Willingness to work flexible hours, attend meetings, and travel as business needs require.
• Commitment to inclusion, belonging, and member financial well-being.
• Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to move or transport up to 25 pounds.
• Able to remain stationary for 2-4 hours at a time.
• Must maintain a neat and orderly work area.
• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Minimum of one year of experience in management or supervisory capacity
• Minimum of one year of previous banking and/or credit union experience
• Three to five years similar or related experience
• Minimum high school graduate or equivalent
• Expert working knowledge of all credit union products and services
• Skills in Microsoft 365

Qualifications

Education

Required

High School or better.

Experience

Required

1 year:

1 year: Previous banking and/or credit union experience

3-5 years:

3-5 years: Similar or related experience

1 year:

1 year: Experience in management or supervisory capacity

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.