Assistant Branch Manager/Team Leader

Gesa Credit Union•Richland, WA

19d

About The Position

The Assistant Branch Manager/Team Leader supports branch operations and team performance while delivering exceptional service to credit union members. This role reviews team members’ documents and transactions for accuracy and compliance, helps oversee scheduling and employment decisions, conducts performance evaluations, and coaches, trains, and mentors branch employees. The position also onboards new Member Service Associates, Senior Member Service Associates, Personal Financial Representatives, and Senior Personal Financial Representatives, and may perform the Branch Manager/Team Leader’s duties during their absence. The role transitions fluidly among branch service and sales functions, including opening and maintaining accounts, handling lending applications, processing wire requests and monetary instruments, assisting with complex accounts and member concerns, and supporting digital banking services. It contributes to member relationship growth through referrals and outbound follow-up, and helps maintain branch safety, security, cash controls, audits, equipment, and regulatory compliance. The position may require some travel and participation in community events.

Requirements

High school degree or equivalent.
At least two years of financial industry experience.
At least one year of lending and account-opening experience.
Sales or relationship-building experience.
At least one year of customer service experience.
Professional written and verbal communication skills.
Ability to make timely, sound decisions that minimize risk.
Ability to ask open-ended and clarifying questions to understand member needs and deepen relationships.
Professional interpersonal skills to relate effectively to members, the public, colleagues, and leaders.
Respect for and support of diversity in the workplace and membership.
Ability to complete assigned training accurately and on time, support a team environment, and meet service levels, performance standards, and organizational goals.
Ability to adapt to changing priorities, prioritize and delegate tasks appropriately, and produce attentive, timely, quality work.
Discretion and sensitivity when assisting with member transactions.
Ability to demonstrate and support credit union values and service standards, maintain confidentiality, control risk, and uphold personal integrity and ethics.
Ability to attend and engage in community events on behalf of the credit union and maintain regular, punctual attendance.
Proficiency with varying levels of technology.
Ability to pass a pre-employment credit and background check.

Nice To Haves

Cash-handling experience preferred.
Some travel may be required.

Responsibilities

Provide exceptional service, resolve member concerns, handle complex or sensitive issues, and follow up as appropriate.
Identify member needs, offer suitable products and services, make referrals, and contact members to establish and develop relationships.
Review team members’ documents and transactions for accuracy and compliance with regulations and credit union policies and procedures.
Partner with branch or area leadership on scheduling, interviewing, hiring, discipline, and timely performance evaluations.
Onboard, train, coach, and mentor branch team members, including developing senior employees as peer leaders.
Perform Branch Manager/Team Leader duties in their absence and transition among MSA, Senior MSA, PFR, and Senior PFR duties as needed.
Support opening and maintenance of consumer accounts, membership establishment, complex and specialty accounts, and account distributions.
Take consumer lending applications, review credit reports, submit loan documentation, and close loans.
Discuss IRAs and HSAs and work toward predetermined goals.
Process domestic and international wire requests and perform notarial services in accordance with applicable rules and policies.
Oversee branch safety and security and ensure adherence to safety policies and procedures.
Monitor cash activity and limits; place cash and supply orders; balance vault cash and ATMs; and perform cash drawer audits and branch certifications.
Review and process authorized overrides and approvals while minimizing risk.
Perform member transactions and service requests accurately, follow cash-handling procedures, balance cash drawers and cash dispensers/recyclers/ITMs, and issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
Oversee or assist members with digital banking enrollment, navigation, resets, maintenance, and self-service options.
Assist members with complex or sensitive fraud disputes.
Ensure branch equipment is functioning and act when it malfunctions.
Adhere to the credit union attendance policy, complete assigned training, and participate in community and volunteer events.
Maintain confidentiality, manage operational risk, and work in accordance with company policies, procedures, and regulatory requirements.