Credit Union Digital Branch Manager

University of Southern California; Glendale (CA); On-site; USD 107,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition reimbursement

Paid time off

Retirement plan

Job summary

USC Credit Union seeks an experienced Digital Branch Manager to lead the digital branch operations, performance, and growth. You will oversee a high-performing lending and digital service team, drive new member growth, retention, and operational efficiency while delivering a seamless, member-focused digital experience.

The ideal candidate has at least 5 years in related roles, strong knowledge of financial services, and proven sales management and leadership skills.

Qualifications

• Bachelor's degree required; finance, business, or related field preferred.
• Minimum 5 years of related experience in financial services or credit union/retail environment.
• Strong knowledge of lending, digital channels, and member experience.

Responsibilities

• Set goals, monitor performance, and ensure branch objectives align with USC Credit Union's mission.
• Collaborate with internal and external partners to optimize online member experience and achieve growth targets.
• Analyze department metrics and produce reports on product performance, service quality, and KPIs.
• Assess member usage of remote products and drive adoption of digital delivery channels.
• Ensure compliance with regulatory requirements (Privacy Act, BSA, OFAC) and contribute to policy development.

Skills

Sales management

Team leadership

Customer experience

Data analytics

Regulatory knowledge

Education

Bachelor's degree

Job description

USC Credit Union is seeking an experienced Digital Branch Manager to lead the operations, performance, and continued growth of our digital branch. This role will oversee the delivery of a seamless, member-focused digital experience while driving lending production, new member growth, retention, and operational efficiency. The Branch Manager will lead a high-performing lending and digital service team, establish performance expectations, monitor key metrics, and identify opportunities to improve digital products, processes, and member interactions. This leader will have the opportunity to shape how members engage with the credit union digitally, while also driving meaningful business results through lending, new member growth, and operational excellence.

Responsibilities include, but are not limited to:

• Sets goals, monitors work, and evaluates results to ensure that branch objectives meet production requirements, while aligning with the mission of USC Credit Union.
• Partners with internal stakeholders and external partners to optimize and continually improve the online experience, achieve new member and loan goals, and increase retention.
• Analyzes departmental metrics to provide periodic reports on product performance, service quality, member value and departmental key performance indicators in support of progress toward USCCU strategic and operational goals.
• Analyzes member usage of remote products and works with Member Experience leadership and the Marketing team to increase demand, uses, and efficiencies of remote delivery channels.
• Ensures department meets and complies with all regulatory requirements, including the Privacy Act, BSA, and OFAC regulations. Participates in formulating and administering department policies.

The ideal candidate will:

• Bachelor's degree preferred (finance, business management or related field).
• Minimum 5 years of related experience.
• Strong knowledge of financial services and/or credit union industry.
• Knowledge and experience in sales management, including selling techniques, training, motivating, and coaching.
• Passion and curiosity for innovation and technology. Experience with a broad array of lending technology relevant to enhancing the member experience.
• Hands-on financial leader with great communication, presentation, collaboration, consensus-building and listening skills.
• Ability to exercise discretion and independent judgment.
• High EQ and interpersonal skills to model a superior level of member service.

Compensation:

The salary range for this position is $106,978.51 to $110,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

Why USC Credit Union is a great place to work:

• Medical through USC Network: https://employees.usc.edu/medical/
• Dental: https://employees.usc.edu/dental/
• Vision: https://employees.usc.edu/vision/
• Dependent Care and Health Care Flexible Spending Accounts (FSAs): https://employees.usc.edu/fsas/
• Retirement with up to 10% employer contributions: https://employees.usc.edu/usc-retirement-savings-program/
• Tuition reimbursement: https://employees.usc.edu/tuition-benefits/
• Paid Time Off (PTO) including, up to 24 vacation days (based on tenure), 12 sick days, 9 paid holidays, 1 paid personal day, 4 paid winter recess days, paid bereavement, and paid jury duty: https://employees.usc.edu/time-off/
• Life and voluntary insurance benefits: https://employees.usc.edu/insurance-benefits/
• WorkWell Center that provides programs, resources, and services to benefits-eligible staff and their dependents, that help them thrive in all areas of work-life wellness: https://workwell.usc.edu/
• Other generous perks and discounts: https://employees.usc.edu/perks/

Minimum Education: Bachelor's degree Combined experience/education as substitute for minimum education Minimum Experience: 5 years Minimum Field of Expertise: Five years' experience in product and/or channel management at a credit union or other financial institution, or within a direct-to-consumer or retail environment. In-depth knowledge of loan documentation policies and procedures, and working knowledge of related Department of Motor Vehicles procedures. Proficient verbal and written communication skills. Excellent analytical and project management skills.