Branch Ops Leader: Customer Growth & Service

Reading Co-Operative; Melrose (MA); On-site; USD 43,000 - 48,000; Full time

Benefits offered by this job

Medical plans

Dental & vision

FSA

Disability insurance

EAP

Paid time off

Emergency loan

Tuition assistance

Job summary

Reading Cooperative Bank in Melrose, MA is seeking an Assistant Branch Manager to supervise daily branch operations, coach staff, and deliver exceptional customer service. This role partners with the Branch Service Officer to drive performance, ensure compliance, and support sales initiatives.

The ideal candidate has leadership experience, strong relationship-building skills, and a track record of operational integrity in a banking environment. Bilingual English/Spanish preferred.

Qualifications

• Bachelor's degree preferred.
• Minimum of 3 years of banking experience required.
• 2+ years of supervisory or leadership experience preferred.
• Familiarity with local markets and communities, strongly preferred.
• Proven success in customer service, relationship building, and sales.
• Bilingual skills (English and Spanish) preferred.

Responsibilities

• Assist in managing the daily operations of the branch to ensure efficient and effective delivery of service.
• Maintain responsibility for branch security, compliance, internal controls, and operational procedures.
• Support scheduling, workflow management, and delegation of responsibilities to branch staff.
• Oversee cash management activities, including vault maintenance, balancing, cash ordering, negotiable items, outage resolution, fraud prevention, and operational error management.
• Ensure adherence to all bank security procedures and maintain proper functioning of security and safety systems.
• Maintain accurate records and controls supporting branch transactions and operations.
• Assist with internal and external audits, regulatory examinations, and corrective action planning.
• Ensure satisfactory audit performance and operational soundness.
• Resolve operational and customer service issues promptly and professionally.
• Serve as backup for branch staff functions as needed.
• Perform branch opening and closing responsibilities.
• Maintain compliance with all applicable banking regulations, including Bank Secrecy Act (BSA) requirements and annual compliance training.
• Open consumer and business deposit accounts and assist customers with a wide range of banking needs.
• Identify customer needs and recommend appropriate banking solutions.
• Promote and cross-sell products and services that enhance customers' financial relationships with the bank.
• Resolve customer concerns and inquiries with professionalism and urgency.
• Coach team members on customer engagement, referral generation, and sales effectiveness.
• Support branch sales initiatives and contribute to achieving branch performance goals.

Skills

Leadership

Customer service

Sales

Communication

Team development

Problem solving

Microsoft Office

Bilingual English/Spanish

Relationship building

Education

Bachelor's degree preferred

Tools

CRM software

Banking software

Job description

Reading Cooperative Bank in Melrose, MA is seeking an Assistant Branch Manager to supervise daily branch operations, coach staff, and deliver exceptional customer service. This role partners with the Branch Service Officer to drive performance, ensure compliance, and support sales initiatives.

The ideal candidate has leadership experience, strong relationship-building skills, and a track record of operational integrity in a banking environment. Bilingual English/Spanish preferred.