Branch Manager - North, Division, and Clark Branches (Illinois)

MSU Federal Credit Union; Illinois; On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Company-paid health insurance

Dental, Vision, Life insurance

PTO & holidays

401(k) match

Tuition reimbursement

Parental leave

Job summary

MSU Federal Credit Union is seeking a Branch Manager to lead one or more Chicago branches, driving strategic initiatives while delivering exceptional member and employee experiences. You will coach teams, manage onboarding, performance, and engagement, and implement targeted sales and service strategies based on member insights and market trends.

The role requires overseeing facilities, compliance, and risk management while promoting a culture of continuous learning.

Qualifications

• Bachelor's degree preferred; or HS diploma/GED with leadership potential.
• Experience leading others in a financial or service environment is expected.
• Strong customer service orientation and ability to drive branch performance.

Responsibilities

• Lead branches by aligning activities with KPIs and sales strategies.
• Own the member experience with a hospitality-focused environment and branch presentation.
• Upskill staff, coach, and address escalated member issues while managing risk.
• Drive employee engagement through surveys and initiatives that strengthen team culture.
• Oversee hiring, onboarding, and staffing; ensure staffing aligns with branch metrics.
• Ensure regulatory compliance, audit readiness, and policy adherence across branches.
• Represent the branch and Credit Union in the community and at events.

Skills

Leadership

Member service

Strategic thinking

Coaching

Operations knowledge

Education

Bachelor's degree preferred

High School Diploma/GED required

Job description

Position Summary

The Branch Manager leads one or more branches in achieving strategic organizational goals while ensuring exceptional member and employee experience. This role emphasizes superior member service, operational excellence, sales achievement, and team development. The Branch Manager serves as a coach and leader, actively identifying team strengths and areas for growth. Through ongoing coaching conversations and development planning, they lead onboarding, performance, retention, and engagement efforts. By fostering a culture of continuous learning and feedback, the Branch Manager empowers team members to reach their full potential and contribute meaningfully to branch success. Leveraging deep insight into member behavior and market trends, the Branch Manager anticipates needs and implements targeted sales and service strategies. They are also responsible for the branch facility’s safety, appearance, and brand image. As a community ambassador, the Branch Manager represents the Credit Union at events aligned with MSUFCU’s strategic initiatives.

Work Arrangement

This position is able to work onsite at the North, Clark, and Division Street Branches in Chicago, IL.

Schedule

• This position requires working a standard 40 hour week during Branch hours of operations
  • Monday - Thursday 8:45am - 5:45pm
  • Friday 8:00am - 6:15pm
  • Rotating Saturdays 8:45am - 1:15pm
• Scheduled hours could change based on business need and future department growth.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Compensation & Benefits

• Salary Range: $95,000+ dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Essential Duties and Responsibilities

Branch Manager

• Execute the branches’ strategic direction by aligning branch activities with key performance indicators (KPIs). This includes but is not limited to developing a comprehensive understanding of the Credit Union’s financials to inform well-founded recommendations for branch goals, objectives, and sales strategies. Design and implement promotions that align with the Credit Union’s initiatives while delivering meaningful value to the branch.
• Manage the full member experience in the branch, cultivating a hospitality‑inspired environment that engages members through both the physical space and the interactive branch technology. Maintain full responsibility for branch presentation by ensuring a clean, organized, and professional environment that reinforces the hospitality experience, promptly addressing or reporting facility and equipment issues, and supporting operations.
• Support employees with addressing and resolving complex and/or escalated member situations while effectively evaluating risk in decision making transactions and member requests across the branch network. While providing this support, proactively upskill employees so they can independently manage similar situations in the future. Must proactively identify and address potential operational, compliance, and security risks, taking appropriate action to mitigate impact and maintain branch integrity.
• Leverage engagement tools, such as employee surveys and feedback platforms, to identify opportunities for employee engagement improvement by encouraging open communication and collaboration amongst the team and implementing initiatives that strengthen team morale that aligns team culture with organizational values.
• Evaluate and manage the employee performance cycle including but not limited to observing and assessing employee performance regularly through direct interaction, shadowing, and feedback, identifying strengths and areas for improvement, providing and documenting clear, consistent and timely performance feedback, conducting performance reviews, recommending salary increases, promotions, and recommending, drafting, and delivering corrective actions. Collaborate with management peers to support the development and oversight of shared employees, as well as those reporting to other departments, who deliver member services within the branch(es).
• Collaborate with the Member Lending Manager in the development and performance management of the branch Loan Officers, provide feedback and coaching to employees, while effectively communicating branch needs and working together to ensure exceptional member service.
• Assume full ownership of branch compliance expectations by overseeing all regulatory, policy, procedural, and audit requirements, ensuring timely identification and resolution of exceptions, maintaining complete and accurate audit performance, and proactively coaching team to uphold the highest standards of compliance, risk management, and legal adherence.
• Identify and act on items that increase branch performance and improve processes, procedures, and the member service experience. Document and share findings and best practices with peers.
• Oversee the hiring and onboarding processes to ensure new team members are smoothly integrated. Maintain optimal staffing levels through consistent analysis and awareness of branch metrics and collaborative strategic scheduling in partnership with Workforce
• Identify and address employee training needs to enhance team performance to foster a productive and efficient work environment.
• Lead and participate as a branch subject matter expert and owner in projects, and committees with various stakeholders from within and outside of the Credit Union.
• Represent the branch and the Credit Union within the community and at various events that support the credit union’s strategic initiatives while actively identifying and fostering partnerships.

Senior Branch Manager

• Effectively resolve complex member and employee situations considering legal, financial, and reputational risk to the Credit Union.
• Lead divisional projects and serve as the branch division’s representative on organizational initiatives and committees. Advocate for branch needs and perspectives while taking ownership, initiative, and accountability to achieve project goals.
• Leverage in-depth knowledge of branch performance metrics and Credit Union financials to lead the development and execution of strategies that enhance branch productivity, drive sales growth, streamline processes, and elevate the member service experience across the branch network.

Knowledge, Skills, and Abilities Required

Branch Manager

• Degree in a related field is preferred; High School Diploma, GED or equivalent required.
• Prior experience leading others formally or informally is required; or completion of one of the Credit Union’s leadership programs in lieu of experience.
• Availability to work during branch hours, including Saturdays, and the ability to travel to support multiple locations and work outside standard hours to meet operational needs across the branch network.

Senior Branch Manager

• Prior experience in management or authorized leadership of professionals is required.
• Extensive experience with financial institutions' products, services, operational processes, regulatory requirements, and internal platforms is essential. Prior experience in a financial institution or similar environment is highly valued.

Competencies

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate. Review the corresponding behaviors here.
• Leadership Competencies must be demonstrated, be committed to, and be developed by all Credit Union leaders. Review the corresponding behaviors here.
• Functional Competencies:
  • Member Sales - Effectively leverages opportunities and generates leads to cross-sell products and services with integrity, supporting member needs while achieving individual, department, and organizational goals.
  • Superior Service - Prioritizes and acts on the needs of members and employees. Sets the tone and establishes rapport. Acknowledges and clarifies while committing and providing guidance. Summarizes and closes the interaction positively
  • Organizational Awareness - Understands and aligns actions with the organization’s goals, core functions, needs, and values
  • Conflict Resolution - Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement
  • Creation of Inclusive Environment - Contributes to an environment in which all employees feel a sense of belonging, valued for their differences, and empowered to participate and contribute freely
  • Change Management - Adjusts thinking and behavior to resiliently face change and uses experience to fuel growth. Enables the process of change and transition while helping others deal with its effects. Displays self-awareness of their personal reaction to change and regulates their response. Acts as a change champion, communicating the why behind the change and aligning with organizational direction
  • Critical Thinking - Takes outside knowledge into account while evaluating information.
  • Adherence to Procedures - Includes knowledge of relevant external and internal policy and compliance procedures
  • Data Analysis - Analyzes and draws insights from relevant data. Uses storytelling to effectively communicate insights and actionable, data-informed recommendations
  • Project Management - Demonstrates knowledge of project frameworks and their corresponding life cycles; project management concepts, tools, and best practices; project reporting standards; and project plan development

Physical Demands and Work Environment

• May be required to remain stationary for extended periods while also engaging in frequent movement within an office environment.
• Exposure to potentially hazardous conditions, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
• Frequently moves equipment or materials weighing up to 25 pounds within the building. Occasionally moves equipment or materials exceeding 25 pounds within the building.
• This position requires onsite presence at the employee’s assigned location(s) for all scheduled shifts.

Disclaimer

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.