Branch Manager

Horizon Credit Union; Spokane Valley (WA); On-site; USD 37,000 - 57,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

Tuition Reimbursement Program

401K Retirement Savings

Paid Time Off

Volunteer Time

Job summary

Horizon Credit Union is seeking a Branch Manager I to lead day-to-day branch performance, drive member experience, and grow relationships within a single branch location. You will coach the team, oversee operations, and promote a high-quality sales and service culture aligned with Horizon’s CORE Values.

In this role, you will manage staff, monitor performance metrics, and support compliance with regulatory requirements while expanding Horizon Credit Union’s presence in the community.

Qualifications

• Minimum of three years of progressive financial services experience.
• Bachelor's degree preferred.
• Supervisory or management experience preferred.
• Proficient in core banking, lending, digital banking, and reporting.

Responsibilities

• Educate members and deepen relationships through solutions.
• Coach staff to deliver exceptional member experience.
• Monitor branch performance metrics and drive growth.
• Ensure compliance with regulatory requirements and internal policies.

Skills

Leadership

Sales

Customer service

Coaching

Education

Bachelor's degree in Business/Finance

Tools

Core banking software

Microsoft Office

CRM systems

Job description

YOUR PURPOSE

In alignment with leadership, the Branch Manager I supports Horizon Credit Union’s mission of providing relevant solutions combined with quality service to improve the financial and personal well-being of more people in more places. Your Path. Our Purpose. Directly leads day-to-day branch performance, team engagement, member experience, member outreach, and community development within a single branch location. Oversees branch sales and operations while strengthening member relationships and expanding Horizon Credit Union’s presence in our communities. Coaches and develops employees to achieve Credit Union goals, ensures operational effectiveness and service continuity, and fosters a high-quality sales and service culture aligned with Horizon’s CORE Values. Ensures adherence to regulatory requirements and established Credit Union policies and procedures.

YOU ARE RESPONSIBLE FOR

Member Experience, Growth, Sales & Service

• Responsible for ensuring staff use every member interaction to educate, deepen relationships, identify needs, and deliver relevant solutions.
• Demonstrates a strong commitment to deepening consumer and business member relationships through active sales, offering the benefits and features of products and services through membership.
• Promotes consistent service standards that build member loyalty and referral growth across assigned branches.
• Provides coaching to team members on creating an exceptional. member experience that builds member loyalty and referrals.
• Reviews and manages internal and external member feedback and performs necessary follow-up to improve member experience and service quality.
• Assists employees and members in resolving account and operational issues while promoting adoption of new and existing technology solutions and digital platforms that enhance self-service capabilities.
• Provides support for branch operations by performing duties of member service and loans as needed to meet workload demands, identifying loan and deposit opportunities.
• Monitors branch performance metrics, including transaction activity, balancing, loan and deposit production, product sales, referrals, and new account growth.
• Represents HZCU professionally within the branch and community by maintaining a visible presence, engaging in outreach, and adhering to branding guidelines, social media standards, and approved apparel, all to strengthen brand recognition, generate new opportunities, and contribute to member, branch, and market growth goals.
• Lead branch teammates to foster a high-performance, growth-driven culture through daily huddles, shared goals, coaching, and recognition of wins, with a focus on service quality, growth, and operational excellence.

Leadership Responsibilities

• Responsible for managing branch employees through coaching, developing skill sets to meet the needs of the branch and members, maintaining a highly motivated and well-trained staff to ensure quality of work and excellent member relations along with achieving established sales goals, performing employee appraisals, and addressing employee concerns as they arise.
• Carries out leadership responsibilities in accordance with Horizon Credit Union’s policies and applicable laws.
• Act as a resource by providing technical guidance and operational assistance to staff.
• Responsible for hiring and retaining quality talented employees.
• Ensure effective branch sales meetings and activities with emphasis on asking for the member’s business and building member relationships.
• Reports on sales goals, successes, and referral progress to leadership while analyzing performance trends, implementing strategies to drive growth, efficiency, and consistency.
• Proactively schedules and cross-trains adequately to ensure effective branch succession and efficient branch operations.
• Manages the security and safety of the branch by monitoring adherence to security policies and procedures, reinforcing security awareness, and ensuring employees receive ongoing training on security protocols and robbery response procedures.
• Upholds a professional, clean, organized, and member-focused branch environment while upholding employee dress code and appearance expectations.
• Fosters a culture of accountability, professionalism, operational excellence, and exceptional member service.
• Maintain strict adherence to financial regulations, internal policies, and operational procedures to ensure compliance, accuracy, and risk mitigation in all member interactions.
• Possess knowledge of the Business Continuity Plan within your area of responsibility and direct staff to complete necessary duties when system interruption occurs.
• May be assigned specialized branch support responsibilities based on business and community needs, including serving as Vault Custodian, Notary Public, or Medallion Signature Guarantee representative, while maintaining required certifications.
• Perform other duties as assigned to support the goals, culture, and overall success of the branch, the credit union, and the communities we serve.

SUCCESS LOOKS LIKE

• The Leading Others Success Profile is a set of competencies that are essential to leaders who directly manage a team. These skills are key to success as this role is responsible for leading the team, getting results through others and developing individuals to reach their full potential. Being Resilient: Rebounds from setbacks and adversity when facing difficult situations.
• Builds Effective Teams: Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Decision Quality: Makes good and timely decisions that keep the organization moving forward.
• Develops Talent: Develops people to meet both their career goals and the organization’s goals.
• Directs Work: Provides clear direction and accountabilities.
• Ensures Accountability: Holds self and others accountable to meet commitments.
• Manages Conflict: Handles conflict situations effectively, with a minimum of noise

COMPENSATION

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term.

The full pay range for this position across all the states in which we hire is $26.70-$41.38. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

Benefits, Perks, and Other Good Stuff

We know there’s more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer:

• Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
• Telemedicine for part-time employees
• Paid Group Life and Disability Insurance
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid Time Off per Full Calendar Year:
• 10 hours of PTO per month (prorated for reduced full-time and part-time)
• Paid Birthday Holiday
• 2 Paid Wellness Days
• Up to 24 hours of Paid Volunteer Time annually
• 11 Paid Holidays
• And More!

Requirements

EXPERTISE YOU NEED

Education & Experience

Bachelor's degree in Business, Finance, or a related field preferred. Minimum of three years of progressively responsible financial services experience, including lending, branch operations, sales, and member service. Two years of supervisory or management experience preferred. An equivalent combination of education and experience may be considered.

Proficient in core banking, lending, digital banking, and reporting platforms and Microsoft Office applications. Ability to use data and technology to support branch performance and member service goals.

Capabilities

• Demonstrated ability to lead, coach, and develop employees to achieve individual and organizational goals.
• Thorough knowledge of risk management.
• Thorough understanding of all products and services offered.
• Knowledge of the collection process and proper detection of fraudulent lending applications and practices.
• General knowledge of mortgage products and provide basic mortgage consultation.
• Demonstrated ability to lead, coach, motivate, and develop leaders and team members to achieve organizational goals.
• Ability to manage priorities and workflow.
• Commitment to high standards and quality of work produced individually and from team members.
• Strong team player and flexible in managing shifting priorities.
• Ability to communicate professionally and effectively through interpersonal skills regardless of the channel.
• Ability to calculate figures and amounts such as discounts, interest, commissions, debt to income and other financial calculations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists.
• Willingness to seek out or join in self-development opportunities as desired to achieve personal growth.
• Embrace the credit union movement and support the not-for-profit model in all decisions, protecting the credit union’s tax-exempt status, and the branch’s contribution toward net income.

ABLE TO…

To perform the essential functions of this position an employee must be able to meet the following work place demands: ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgement and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform the essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources.

ABOUT THIS JOB DESCRIPTION

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU’s goals employees may perform other duties as assigned and all employees are expected to:

• Exemplify our CORE Values
• Promote teamwork and collaboration
• Provide our members with the highest quality service