Assistant Branch Manager

Blackhawk Community Credit Union•Edgerton, WI

12d

About The Position

The Assistant Branch Manager is a junior-level manager who supports the Branch Manager in overseeing daily branch operations, member service delivery, and staff development. The role models exceptional member service and BHCCU’s cultural values, supports staff training and performance, and helps the branch meet goals for growth, member satisfaction, and compliance. The Assistant Branch Manager serves members through a broad range of financial and account services, builds member relationships, and helps staff meet service and performance standards. The position supports branch operations and leadership, including staffing, training, goal monitoring, budgeting, community engagement, and serving as backup or acting manager when needed. The position is typically based in a comfortable, quiet indoor area, with occasional exposure to mild discomfort from environmental factors. It involves regular interaction with members and employees, use of computers and technology, and travel to other locations as needed. Employees are expected to embody the credit union’s values of member-centric service, integrity, collaboration, continuous learning, community engagement, adaptability, and respect and inclusion. The role is considered to require advanced knowledge and leadership skills. The posting states that it typically takes a minimum of two years in the position to become highly proficient. Employees who master the role may have opportunities to advance to Assistant Contact Center Manager, Branch Manager, Consumer Lending Manager, or Learning and Development Specialist.

Requirements

Associate degree, or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
At least 18 years of age.
Strong interpersonal, verbal, and written communication skills, with a positive attitude and professional image.
Leadership ability and dedication to supporting members and employees in a dynamic, fast-paced environment.
Thorough understanding of banking and credit union regulations, with the ability to apply industry standards and ensure compliance.
Reliable attendance, sound judgment, and flexibility to travel as needed.
Ability to organize and prioritize tasks, maintain accurate records, and demonstrate self-discipline, self-awareness, and personal accountability.
Ability to identify root causes and develop practical, member-focused solutions that balance efficiency, service quality, and organizational goals.
Emotional intelligence to navigate workplace challenges, make thoughtful decisions, and foster staff development through coaching and guidance.
Ability to use digital tools and technology, focus on member needs, and pursue ongoing learning and development.
Basic math skills and ability to project a professional image.
Successful completion of required pre-employment background checks.
Ability to sit and/or stand for extended periods and perform intermittent bending and reaching.
Ability to lift light objects, usually no more than 8 pounds.
Ability to use close, distance, and peripheral vision, depth perception, and adjust focus.
Ability to move about and communicate effectively with a diverse membership and employee group.
Ability to perform responsibilities using computers and technology.
Ability to work in a changing, challenging, fast-paced environment with varying stress levels.
Ability to provide own transportation and travel to other locations as needed.

Nice To Haves

At least two years of teller experience.
At least two years of member advisor experience or prior experience recommending products and plans to improve a customer's financial position.

Responsibilities

Deliver friendly, efficient, high-quality service to members and meet or exceed service expectations.
Perform member service functions, including opening and closing accounts, processing loans, conducting teller transactions, and resolving member issues.
Build relationships with current and potential members, identify financial needs, recommend solutions, and refer members to appropriate specialists.
Educate members about digital banking and other services, and refer investment needs as appropriate.
Help hold staff accountable for performance and service standards through coaching, feedback, and regular performance reviews.
Safeguard credit union assets by handling cash and negotiable instruments consistently, properly identifying members, and protecting confidential member information.
Maintain current knowledge of policies, procedures, products, and legal requirements.
Work cooperatively with the Branch Manager, management teams, and employees on service and operational matters in support of the Board of Directors and President/CEO's vision.
Ensure staff completes required compliance training and follows regulatory standards.
Follow BSA, AML, and CFT processes and procedures, and complete required annual training covering applicable responsibilities.
Support the Branch Manager in overseeing daily branch operations, including safety, security, and appearance.
Assist with staff scheduling, coverage, and approval of paid time off.
Participate in recruiting, onboarding, and training employees in conjunction with HR.
Coach and mentor staff, provide feedback, and support performance reviews.
Help set and monitor branch service and production goals, track key performance indicators, and help address shortfalls.
Support Net Promoter Score and Member Effort Score initiatives.
Delegate staff tasks and lead by example in service delivery and operational excellence.
Support marketing and promotional activities with the Branch Manager and Marketing Department.
Participate in community networking and volunteer opportunities to increase branch visibility and attract business.
Help prepare and monitor the annual branch budget, including donation budgets for community initiatives.
Act as backup for the Branch Manager and, when needed, serve as acting manager.
Assist other departments as needed, promote teamwork, and adapt to changing member demand and operational requirements.
Train new and existing employees on member service and operational procedures.
Assist with branch opening and closing procedures.
Perform other assigned duties, including filling in for other departments as needed.