Assistant Branch Manager - 2nd Street Edmond (Oklahoma)

Randolph-Brooks Federal Credit Union•Edmond, OK

1d•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, product empowerment, and compliance with applicable laws, regulations, and internal policies and procedures. The ABM provides guidance to employees and members, serves as a role model, and assumes the duties of the AVP/Branch Manager when the Branch Manager is absent. The position supports RBFCU’s sales and service culture, develops and coaches staff, manages branch risk and performance, handles escalated member issues, and helps ensure quality member service. The role is based at the 2nd Street Edmond branch, located at 1127 East 2nd Street, Edmond, OK 73034. 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 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 PCs, 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.

Nice To Haves

Successful completion of RBFCU’s Bilingual Spanish/English certification provides an additional $2.00 per hour.

Responsibilities

Manage daily branch operations to ensure professional, timely business and quality member service, submitting tickets when needed to address critical items.
Ensure compliance with regulatory laws, policies, and procedures to mitigate risk.
Manage cash audits and branch cash operations, including outages, limit adjustments, and cash requirements.
Use critical thinking to make impromptu decisions when resources are not readily available.
Support RBFCU’s sales culture, reinforce best practices, model consultative behaviors, and ensure branch standards are achieved.
Meet branch KPIs and operational standards, monitor results, identify performance gaps, take corrective action, and keep the team aligned with sales and service goals while maintaining compliance and ethical practices.
Promote transparency and continuous improvement.
Ensure staff can position product benefits, articulate value, and connect solutions to member outcomes.
Coordinate staffing resources and schedules to maintain efficiency, compliance, and quality member service, including assigning staff to take reservist calls to support contact center staff.
Review, support, and manage branch statistical information; collaborate with subject matter experts to keep content accurate and understandable and training materials updated.
Motivate staff development and advancement through goal setting, coaching, shadowing, and documented one-on-one sessions that identify strengths and development opportunities.
Promote appropriate cross-selling by coaching staff or offering products and services to members while allowing members to decide.
Coach staff to analyze deposited items for fraud and interactions for potential impersonation to reduce fraud losses and mitigate risk.
Handle escalated member issues and complaints in accordance with state and federal regulations; oversee resolution and related training.
Manage QA audit risk findings, audit sales referrals for compliance with the sales and service incentive policy, and oversee Quality Control performed on the branch and other branch-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.
Assume AVP/Branch Manager duties when the Branch Manager is absent.
Cover staffing at any location within the respective region when business needs arise, including branch transfers.