Branch Manager: Lead Member Services & Growth

Members Choice Credit Union; Houston (TX); On-site; USD 85,000 - 120,000; Full time

Job summary

Members Choice Credit Union is seeking a Branch Manager in Houston, TX to oversee daily operations, member service, and security of the branch. You will lead a team of Member Service Representatives, drive service quality, and ensure regulatory compliance while sustaining an engaging service culture.

The ideal candidate holds a bachelor’s degree with 2+ years of management experience in financial services, excellent communication, and a knack for coaching staff to achieve high performance and

Qualifications

• Bachelor’s Degree or equivalent experience in financial services.
• 2+ years of management experience in financial services.
• Strong leadership, coaching and staff development skills.

Responsibilities

• Lead and coach a team of Member Service Representatives to deliver exceptional service.
• Meet service quality goals through member surveys and feedback.
• Hire, supervise, and evaluate branch staff; manage performance.
• Ensure compliance with policies, regulations, and BSA.

Skills

Leadership

Customer service

Coaching

Regulatory compliance

Communication

Education

Bachelor’s Degree

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Branch Manager

Katy Freeway Tellers/FSRs Full Time First/Mid Off i& Mgr Katy Freeway - Corp, Houston, TX, US

4 days ago Requisition ID: 1522

General Job Description

The Branch Manager brings MCCU’s member experience and IMPACT culture to life by leading an engaged, accountable, and high-performing branch team. This position is responsible for the overall performance and daily operations of an assigned branch, including employee performance, member experience, sales and growth, operational effectiveness, compliance, and security.

Through visible leadership, coaching, and sound decision-making, the Branch Manager develops employees, strengthens member relationships, and creates an environment where employees are equipped to do their best work and members feel valued and understood.

Branch Performance and Business Growth

• Lead overall branch performance to achieve established sales, service, production, and operational goals.
• Monitor branch and individual performance, address performance gaps, and identify opportunities for improvement and growth.
• Ensure consistent, accurate, efficient, and member-focused service in accordance with established service standards and the Branch Playbook.
• Use member feedback, service trends, and complaints to improve the member experience.
• Resolve complex or escalated member and operational issues using sound judgment and within established authority.
• Identify opportunities to deepen member relationships and coach employees to recommend appropriate products, services, and financial solutions.
• Manage branch staffing, scheduling, and resources to maintain appropriate service and operational coverage.

Leadership and Employee Development

• Lead, coach, develop, and evaluate branch employees.
• Establish clear expectations and provide ongoing performance feedback, recognition, coaching, and accountability.
• Make or provide appropriate input into hiring, promotion, development, corrective action, and separation decisions.
• Ensure employees have the training, resources, communication, and support needed to perform effectively.
• Build an engaged, accountable, collaborative, and member-focused team that demonstrates MCCU’s IMPACT Commitments.

Branch Operations and Risk Management

• Oversee daily branch operations, including cash controls, transaction accuracy, security, operational integrity, and loss prevention.
• Ensure compliance with Credit Union policies, procedures, internal controls, regulatory requirements, and the Bank Secrecy Act.
• Identify and appropriately address or escalate operational, compliance, fraud, security, and member-service concerns.
• Support audits, reviews, and required corrective actions.
• Implement improvements that increase operational efficiency, strengthen controls, and improve service quality.

Lending, Business Development and Partnerships

• Support consumer lending activities within assigned authority and coach employees to identify appropriate lending opportunities.
• Review or approve consumer loan requests when authorized and qualified to do so.
• Ensure assigned lending activities meet applicable underwriting, documentation, compliance, and member-service requirements.
• Represent MCCU through community involvement, business-development activities, networking, and relationship building.
• Partner with internal departments to support member needs, branch performance, and organizational objectives.
• Perform other related duties as assigned.

Essential Qualifications

• Minimum two years of leadership or management experience within financial services or a related environment.
• Demonstrated ability to lead, coach, develop, and manage employee performance.
• Strong knowledge of financial-services operations, products, branch processes, operational controls, compliance, and risk management.
• Demonstrated ability to achieve established sales, service, production, and operational goals.
• Strong sales, business-development, and relationship-management skills.
• Ability to analyze performance, identify opportunities, resolve complex issues, and make sound business decisions.
• Strong verbal, written, and interpersonal communication skills.
• Ability to obtain and maintain any regulatory credentials required based on assigned responsibilities.
• Ability to maintain a visible leadership presence and model MCCU’s IMPACT culture.

Preferred Qualifications

• Bachelor’s degree in business, finance, management, or a related field.
• Previous branch-management experience within a bank or credit union.
• Experience leading sales, lending, and production performance in a financial-services environment.
• Consumer loan origination, underwriting, or loan-decisioning experience.
• Business-development or community-engagement experience.
• Bilingual English and Spanish skills.

What Success Looks Like

• Branch sales, service, production, and operational goals are consistently achieved.
• Employees receive clear expectations, meaningful coaching and development, and appropriate accountability.
• Members receive consistent, solutions-focused service and are connected with appropriate financial solutions.
• Branch operations are accurate, efficient, secure, compliant, and well controlled.
• Business-development efforts strengthen member relationships and branch growth.
• The branch maintains an engaged, prepared team that consistently demonstrates MCCU’s IMPACT Commitments

Physical/Mental Requirements of the Position

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit, stand, use hands, reach with hands and arms, move throughout the branch, and communicate verbally. The employee must be able to lift a minimum of 50 pounds.

Mental demands include sustained attention to detail, analytical reasoning, sound judgment, written and verbal communication, conflict resolution, and the ability to prioritize and manage multiple concurrent responsibilities.