Assistant Branch Manager - Norman Tecumseh (Oklahoma)

Randolph Brooks Federal Credit Union•Norman, OK

1d•Onsite

About The Position

The Assistant Branch Manager (ABM) is responsible for daily branch operations, including efficiency, fraud mitigation, staff placement, goal attainment, and product empowerment, while ensuring compliance with applicable regulatory laws and internal policies and procedures. The ABM serves as a role model by providing consistent guidance and information to employees and members to enhance their experience and assumes the duties of the AVP/Branch Manager in the Branch Manager’s absence. The role supports RBFCU’s sales culture and member service standards, manages branch risk and cash operations, monitors performance, and coaches employees on sales, service, compliance, and development. The position is based at the Norman Tecumseh branch at 3301 West Tecumseh Road, Norman, OK 73072, and may require coverage at other locations within the region when business needs arise. Employees who are bilingual in Spanish and English may earn an additional $2.00 per hour after successfully completing RBFCU’s bilingual certification.

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 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, with the 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 practices 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 operations, including cash audits, outages, limit adjustments, and cash requirements.
Make impromptu decisions using critical thinking when resources are not readily available.
Support RBFCU’s sales culture by reinforcing best practices, modeling consultative behaviors, and ensuring branch standards are achieved.
Meet branch KPIs and operational standards, promote accountability and transparency, and support continuous improvement.
Monitor results, identify performance gaps, take corrective action, and keep the team aligned with sales and service goals and ethical compliance practices.
Ensure staff can position product benefits, articulate value, and connect solutions to member outcomes.
Optimize staffing while maintaining compliance and quality service, including scheduling staff to assist contact center staff by taking reservist calls.
Review, support, and manage branch statistical information.
Work with subject matter experts to ensure content is accurate, current, and understandable, and that training materials are updated.
Build team cohesion and motivate staff development and progress toward promotion.
Conduct staff development, goal setting, coaching, and growth activities, identifying strengths and opportunities through shadowing and documented one-on-one sessions.
Coach staff on appropriate cross-selling of products and services, while allowing members to decide whether to proceed.
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 applicable state and federal regulations, oversee resolution, and provide relevant training.
Manage QA audit risk findings, sales-referral audits for compliance with the sales and service incentive policy, 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.