Assistant Branch Manager - Northwest Expressway OKC (Oklahoma)

Randolph Brooks Federal Credit Union•Oklahoma City, OK

3d•Onsite

About The Position

The Assistant Branch Manager (ABM) is responsible for the branch’s daily operations, including operational efficiency, fraud mitigation, staff placement, goal attainment, and promoting product empowerment while ensuring compliance with applicable regulatory laws and internal policies and procedures. The ABM provides consistent guidance and information to employees and members, serves as a role model, and assumes the AVP/Branch Manager duties when the Branch Manager is absent. The position supports RBFCU’s sales and service goals, manages branch risk and performance, develops staff through coaching and training, addresses escalated member issues, and oversees operational and quality-control processes. The role may require covering staffing at locations throughout the region, including branch transfers, and working a flexible Monday-through-Saturday schedule. Employees who successfully complete RBFCU’s Bilingual Spanish/English certification can earn an additional $2.00 per hour.

Requirements

High school diploma or GED.
At least one year of branch operations supervisory or management experience.
At least three years of financial institution experience.
Ability to cover staffing at any location within the respective region when business needs arise, including branch transfers.
Ability to work a flexible Monday-through-Saturday schedule.
Proven track record managing branch risk, developing relationships through various channels, and working with other team members to manage risk.
Teamwork and dedication to developing strong working relationships within the organization.
Ability to analyze, develop, manage, and improve processes and system/product architecture.
Excellent time-management, organizational, and problem-solving skills, and ability to meet deadlines.
Proficiency with a PC, Microsoft Applications software, Internet Explorer, and other office equipment.
Ability to work effectively in a team environment and develop strong working relationships with external parties.
Ability to communicate clearly and effectively verbally and in writing.

Responsibilities

Manage daily branch operations to support professional, timely business and quality member service, submitting tickets for critical issues when needed.
Mitigate risk by ensuring compliance with regulatory laws, policies, and procedures.
Manage cash audits and branch cash, including outages, limit adjustments, and cash requirements.
Use critical thinking to make decisions when resources are not readily available.
Support RBFCU’s sales culture, reinforce best practices, model consultative behaviors, and ensure branch standards are met.
Meet branch KPIs and operational standards, promote transparency and continuous improvement, monitor results, identify performance gaps, take corrective action, and align the team with sales and service goals and ethical practices.
Ensure staff can position product benefits, explain value, and connect solutions to member outcomes.
Optimize staffing while maintaining compliance and service quality, including scheduling staff to support contact-center reservist calls.
Review, support, and manage branch statistical information.
Collaborate with subject matter experts to maintain accurate, current, understandable content and training materials.
Build team cohesion and motivate employees toward development and promotion.
Develop staff through goal setting, coaching, shadowing, and documented one-on-one sessions that identify strengths and development opportunities.
Coach staff on appropriate cross-selling of products and services while allowing members to decide.
Coach staff to analyze deposited items and member interactions for potential fraud or impersonation.
Handle escalated member issues and complaints in accordance with state and federal regulations, oversee resolutions, and provide applicable training.
Manage QA audit risk findings, audit sales referrals for compliance with sales and service incentive policy, and oversee branch quality control and related reporting.
Assess branch facilities and property to ensure they are in working order.
Perform other duties as assigned; essential functions and responsibilities may change or new ones may be assigned at any time, with or without notice.