Growth-Oriented Branch Manager — Member Experience Leader

Pacific Service CU; Pleasant Hill (CA); On-site; USD 91,000 - 119,000; Full time

Benefits offered by this job

Health insurance

401k matching

Bonus program

Tuition reimbursement

Recognition program

Employee referral bonus

Student loan repayment

Loan rate discount

Paid time off

Job summary

Pacific Service Credit Union in Pleasant Hill, CA is seeking a Branch Manager to lead the Pleasant Hill branch’s daily operations and local market growth while delivering exceptional member service. This full-time role requires strong leadership, coaching, and compliance oversight, with responsibilities including staff development, loan processing, cash controls, and community engagement.

The ideal candidate will drive efficiency, uphold brand standards, and partner with internal teams to meet

Responsibilities

• Manage staffing responsibilities, including hiring, training, cross-training, counseling, performance evaluation, and discipline of all department personnel.
• Directly manage a team of branch employees by providing day-to-day leadership, coaching, and performance management to deliver exceptional service across all member communication channels.
• Develop and execute strategies to drive credit union growth in the local market.
• Guide team members by leading through example to ensure professional, timely, accurate, and engaging interactions with members and prospective members.
• Drive a performance-and-culture-focused department by analyzing members needs, aligning solutions with products and services, consistently meeting or exceeding branch goals.
• Lead and support team members through change, resolving high pressure situations with professionalism, tact, and emotional intelligence.
• Strong ability to build lasting relationships with members and PSCU employees through effective communication, interpersonal skills, and trust.
• Support team member career development through ongoing coaching, feedback, and professional development.
• Serve as a brand ambassador in the local market, leading and supporting business and community development initiatives, including community and corporate events.
• Deliver exceptional service while assisting members and non-members with banking transactions, withdrawals, transfers, payments, account maintenance, and fraud assistance.
• Conduct thorough needs assessments and manages the processing and funding of loan applications for new and existing members, in compliance with NMLS requirements.
• Independently handle and resolve escalated member concerns with discretion, diplomacy, and sound judgement in complex and sensitive situations.
• Maintain expert-level knowledge of the credit union’s products and services, to including complex account types such as Trusts, POAs, IRAs, and other fiduciary accounts.
• Manage tasks related to Audit Checklist, as well as all daily, monthly and quarterly responsibilities to contribute to a successful audit.
• Perform reconciliation and balancing of the Vault, Cash Recycler, ATM, and individual cash drawer.
• Recommend and implement process improvements, using data-driven insights and evolving technology to improve efficiency and member experience.
• Mentor and coach team fostering a culture of high performance, continuous improvement and professional growth in accordance with the credit union's performance management philosophy.
• Set clear goals and objectives for team members, providing regular feedback and performance evaluations.
• Support and participate in enterprise-wide initiatives, including product development and enhancement, cost optimization, and process improvement efforts designed to increase efficiency, streamline operations, and ensure organizational relevance.
• Assist with the creation and implementation of the annual plan and budget.
• Take ownership of responsibilities, sets clear objectives, delivers results, and follows through on commitments. Model integrity and professionalism, reinforcing trust, discipline, and operational excellence within the team.
• Ensure compliance with a variety of internal policies and procedures.
• Comply with all anti-money laundering laws, including the Bank Secrecy Act, OFAC regulations, and the USA PATRIOT Act, as well as all related policies and procedures.
• Demonstrate dependable performance including attendance and punctuality, recognizing that it is essential to organizational excellence and operational success.

Job description

Pacific Service Credit Union in Pleasant Hill, CA is seeking a Branch Manager to lead the Pleasant Hill branch’s daily operations and local market growth while delivering exceptional member service. This full-time role requires strong leadership, coaching, and compliance oversight, with responsibilities including staff development, loan processing, cash controls, and community engagement.

The ideal candidate will drive efficiency, uphold brand standards, and partner with internal teams to meet