Branch Supervisor and Retail Trainer

Mass Bay Credit Union; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Mass Bay Credit Union in Boston is seeking a Branch Supervisor and Retail Trainer to lead daily branch operations, deliver exceptional member service, and ensure accurate transactions. You will coach and develop the team, supervise staffing, and partner with the Branch Manager on performance and training initiatives.

This full-time role focuses on delivering a member-centric experience, promoting product recommendations, and maintaining compliance with policies.

Qualifications

• High school diploma or equivalent.
• At least three years of related experience.
• Some supervisory or management experience preferred.

Responsibilities

• Oversee daily branch operations and quality service.
• Lead coaching and development for branch staff.
• Recruit, interview, hire, schedule and evaluate employees.
• Ensure compliance with policies, BSA, and security.
• Drive member growth and cross-sell opportunities.

Skills

Leadership

Coaching

Customer service

Staff development

Teamwork

Education

High school diploma

Tools

MS Office

Job description

About Us

Celebrating over 85 years in business, Mass Bay Credit Union has over $300M in assets, continues to grow, and is proud to be 19,000 members strong! We've recently expanded our field of membership which allows us to serve members in a much broader group of communities. In addition, as a member of the shared branching network, we provide our members with nation-wide service at thousands of credit union locations throughout the country.

Interested in bringing your financial skills to a growth credit union where your input is valued? Then we would very much like to chat with you!

Mass Bay Credit Union is proud to be an Equal Opportunity Employer.

JOB TITLE : Branch Supervisor and Retail Trainer

REPORTS TO : Branch Manager

STATUS : Full time, Non-exempt

LOCATION: South Boston, in-person

Job Purpose:

The Branch Supervisor and Retail Trainer is responsible for the day-to-day activities of the Credit Union branch, ensuring a high level of quality service to members and accuracy in transactions. Adhere to the PICK US culture through exceptional member service during every member interaction. Handles all member transactions with complete discretion and confidentiality.

Primary Duties & Responsibilities:

Leadership and Employee Development

• Ensure a member-centric environment in which building strong relationships is a fundamental priority.
• Inspire and motivate team members, offer recognition and lead by example.
• Consistently engage in meaningful coaching sessions, both formal and informal.
• Identify talent, develop team members through training, regular coaching, and conducting employee performance assessments.
• Empower team members, foster their professional growth, and encourage a strong sense of teamwork.
• Assist the branch manager in recruiting, interviewing, hiring, scheduling, supervising, and evaluating employees.
• Identifies and resolves problems in a timely manner and develops alternative solutions to improve upon efficiencies.
• Will lead the efforts in training new employees to the retail division during their first 60 days of hire and whenever new procedures are being implemented.

Member Experience

• Has primary responsibility for oversight of the team's consistent delivery of an exceptional member experience every time. Personally delivers that experience and leads team members to do the same by:
• Uncovering their financial needs through meaningful discussion and exploration.
• Making educated product and service recommendations based on expert knowledge of same.
• Providing financial solutions that meet the member's needs.
• Following up to ensure satisfaction.
• Greeting members as they enter the branch.

Operational Proficiency

• Has primary responsibility for oversight of all branch operations which include, but are not limited to, branch cash limit oversight, vault oversight, ATM/ITM oversight, negotiable items, debit card issuance, account opening practices, adherence to policy and procedures, BSA compliance requirements, the opening and closing of the office, branch balancing, online banking navigation and other such functions.
• Processing teller transactions, opening accounts for all account types, including IRAs, submitting and processing loan applications.
• Update member contact information, provide members with share and loan rates, process stop payments, order checks, provide members with share, loan and account information.
• Provides teller transaction overrides and guidance to employees in Member Service Associate and Member Service Specialist positions during complex member interactions, including challenging member transactions, large deposit and withdrawals.
• Assists other branches, including Branch Supervisors with Member, staffing and operational situations as needed.

Business Acumen and Technical Knowledge

• Have a general understanding of business, estate and trusts, with the ability to advise and provide guidance on how to proceed.
• Demonstrate the ability to build relationships and strong alliances across the organization.
• Be flexible with the willingness and ability to adapt to change, and able to guide others through change.
• Able to quickly learn all functionalities and related benefits inherent in the products and services offered by the Credit Union.
• Able to demonstrate a high level of proficiency with Mass Bay Credit Union's digital technology offerings.
• Proficient with mobile smart phones and downloading applications. This includes the basics of texting, email and application management.
• Proficient with desktop applications such as MS Office (Excel, Word, PowerPoint, Outlook).
• Proficient using the Internet (mobile and desktop) to search for and locate information.
• Eager to embrace new and emerging technologies.

Business Development and Growth Management

• Identify growth opportunities, deepen existing relationships, and grow Mass Bay's market share in the communities it serves.
• In collaboration with other departments, uncover needs and make referrals to cross-sell products and services such as mortgages, home equities and consumer loans.
• Establish clear performance expectations for members of the team and employ consistent growth management practices to include conducting team meetings, sharing of growth results, encouraging and supervising participation in Credit Union campaigns, and celebrating successes.
• Ensure the effective use of a growth process to include member needs assessment, offering solutions/closing the business, onboarding, follow-up, outbound calling, and recording each point of member contact in the Credit Union's system of record.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

High school diploma or equivalency, at least three years of related experience and/or training required; some supervisory or management experience preferred. Candidate should demonstrate the desire and ability to engage in ongoing development as a coach and leader. Internally, this position provides an opportunity for the professional growth and advancement of Mass Bay Credit Union employees.

Competencies

Communication – Strong written and verbal skills are critical. Should speak clearly and persuasively, be an active listener, demonstrate group facilitation skills, and write clearly, informatively, and concisely.

Teamwork - Exhibits objectivity and openness to others' views, gives and welcomes feedback, and creates an energetic, positive team environment. Works well with others either as a member of a team, or as its leader.

Problem Solving/Decision Making - Identifies and resolves problems in a timely manner, develops alternative solutions, works well in group problem solving situations, uses sound judgement, maintains composure in challenging situations, is decisive and holds oneself accountable for decisions made.

Working Conditions

• Mainly based in the South Boston branch location.
• Works mostly in an office with a desk and chair
• At times will need to stand behind the teller line and office lobby.
• Traveling to other branch locations may be required.

Physical Requirements

• Ability to lift and carry objects up to 25 pounds.
• Ability to use a keyboard, monitor and other standard office equipment.

Direct Reports

• Member Service Associates and Member Service Specialists.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.