Assistant Branch Manager - Capitol Hill (Oklahoma)

Randolph Brooks Federal Credit Union•Oklahoma City, OK

3d•Onsite

About The Position

The Assistant Branch Manager (ABM) oversees daily branch operations, including efficiency, fraud mitigation, staff placement, goal attainment, and compliance with applicable regulations and internal policies and procedures. The ABM serves as a role model by providing employees and members with consistent guidance and information to enhance their experiences, and assumes the AVP/Branch Manager duties when the Branch Manager is absent. The role supports the organization’s sales culture, member service standards, and branch performance goals. It includes managing cash and audits, monitoring operational and sales results, developing staff through coaching and training, handling escalated member issues, mitigating fraud and other risks, and ensuring branch facilities are maintained. The position may require covering staffing at any location within the region, including branch transfers, and working a flexible Monday-through-Saturday schedule. Employees who successfully complete the RBFCU 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 of managing branch risk, developing relationships through various channels, and working with 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 well 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 ensure professional, timely business and quality member service, submitting tickets when needed to address critical items.
Mitigate risk by ensuring compliance with regulatory laws, policies, and procedures.
Manage branch cash responsibilities, including cash audits, outages, limit adjustments, and cash requirements.
Use critical thinking to make impromptu decisions when resources are not readily available.
Support the sales culture and branch standards by reinforcing best practices and modeling consultative behaviors.
Meet branch KPIs and operational standards, promote accountability and transparency, and foster continuous improvement.
Monitor results, identify performance gaps, take corrective action, and align the team with sales and service goals while maintaining compliance and ethical practices.
Ensure staff can position product benefits, explain value, and connect solutions to member outcomes.
Use staffing resources efficiently while maintaining compliance and service quality, including scheduling staff to support contact center calls when needed.
Review, support, and manage branch statistical information.
Work with subject matter experts to ensure content is accurate, current, and clear, and that training materials are updated.
Build team cohesion and motivate staff to develop and achieve the steps needed for promotion.
Develop staff through goal setting, coaching, shadowing, and documented one-on-one sessions that identify strengths and 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 and impersonation.
Handle escalated member issues and complaints in accordance with state and federal regulations, oversee resolution, and arrange applicable training.
Manage QA audit risk findings, sales referral audits for compliance with incentive policies, branch Quality Control, and other branch-related reporting.
Assess branch facilities and property to ensure they are in working order.
Perform other duties as assigned.