Branch Manager

Genesee Co-op Federal Credit Union; City of Rochester (NY); On-site; USD 68,000 - 78,000; Full time

Job summary

Genesee Co-op Federal Credit Union in Rochester, NY, seeks a Branch Manager to run daily operations, coach staff, and drive member service excellence while meeting growth goals.

This role requires leadership, compliance with BSA/Patriot Act/OFAC, lending experience, and a hands-on coaching style. Notary preferred; bilingual skills valued; MS Office and Canva proficiency expected.

Qualifications

• Bachelor's degree in related field or equivalent work experience.
• Minimum 5 years of experience in credit unions or banks.
• Minimum 2–3 years of direct people management experience.
• Minimum 2–3 years' lending experience.
• Proficient with Microsoft Word, Excel, and Canva.
• Notary Public
• Bilingual proficiency: Spanish, Arabic, or Swahili preferred languages.
• NMLS
• People and team oriented
• Demonstrated objectivity, neutrality and calmness under pressure
• Ability to manage multiple priorities while maintaining accuracy and timeliness
• Consistent follow-through on commitments and deadlines
• Flexibility to work additional hours based on operational needs
• Ability to handle multiple demands, prioritize tasks and stay organized
• Exceptional computer skills including learning new software and troubleshooting problems

Responsibilities

• Lead staff towards exemplary member service and helping members reach financial goals.
• Write performance appraisals, monitor staff performance, and guide improvements.
• Coach MSRs to achieve sales and member service goals.
• Maintain compliance with policies and regulations (BSA, Patriot Act, OFAC).
• Provide real-time coaching and conduct regular one-on-ones and observations.
• Foster teamwork, accountability, and exceptional member service.
• Ensure internal audit procedures are followed by staff.
• Manage member relationships and develop new business opportunities.
• Back up for member responses: assist with account openings and loans.
• Educate members on transactions across ATM, mobile, and online banking.
• Engage with community events and local partnerships.
• Oversee brand marketing and website/social media efforts.
• Identify and address operational or service gaps; implement solutions.
• Resolve escalated member issues with management involvement

Skills

Staff management

Customer service

Coaching

Regulatory compliance

Communication

Bilingual

Education

Bachelor's degree in related field

Notary Public

Tools

Microsoft Word

Excel

Canva

Job description

Role Description

The Branch Manager is responsible for running the daily operations of the branch, coaching and developing staff to provide stellar member service and meet growth goals. Uphold the highest standards of professionalism, creating a positive experience for members and staff.Salary range is $68,000 to $78,000 a year.

Essential Functions and Responsibilities

• Lead staff towards giving exemplary member service and helping our members reach their financial goals
• Write performance appraisals, regularly monitor staff performance, guide to improve and recognize staff
• Coach MSRs to achieve sales goals and member service goals
• Maintain an up-to-date understanding of and ensure that the staff remains compliant with all policies, procedures, and regulations, including BSA, Patriot Act, and OFAC
• Provide real-time, in-the-moment coaching as happens, not only through scheduled reviews
• Conduct regular one-on-ones and side-by-side observations with each MSR to build technical competency and confidence
• Foster a culture of teamwork, accountability, and exceptional member service
• Has a keen eye for detail and accuracy to ensure internal audit procedures are followed by staff
• Maintain communication with executive management team
• Manage existing members' relationships and develop new business opportunities with members, including helping members with more complex financial needs
• Be the primary backup for member response: assist with account opening, loan applications, and teller line as needed
• Ensures all team members are proficient in assisting and educating members on how to conduct transactions through all channels including via ATM, mobile, and online banking
• Actively engage with and build community connections through events and partnerships with local businesses and schools
• Managing our general brand marketing and website maintenance, social media engagement, and maintaining and developing new marketing materials
• Independently identify operational, compliance, or service gaps within the branch and proactively implement corrective solutions
• Be the first line for solving escalated member problems that need management involvement

Qualifications

• Bachelor's degree in related field, or equivalent work experience, preferred
• Minimum 5 years of experience in credit unions or banks
• Minimum 2-3 years of direct people management experience, including performance management and conducting difficult conversations
• Minimum 2-3 years' lending experience
• Proficient with Microsoft Word, Excel, and Canva
• Maintains a growth mindset
• Must be a team player and possess a high energy “can do” attitude
• Notary Public
• Bilingual proficiency: Spanish, Arabic, or Swahili are preferred languages
• NMLS
• People and team oriented
• Demonstrated objectivity, neutrality and calmness under pressure
• Ability to manage multiple priorities while maintaining accuracy and timeliness
• Consistent follow-through on commitments and deadlines
• Flexibility to work additional hours based on operational needs
• Ability to handle multiple demands, prioritize tasks and stay organized
• Exceptional computer skills including the ability to learn new software and troubleshoot member and staff technical problems