Assistant Branch Manager

Neighbors Credit Union•St. Louis, MO

11d

About The Position

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St Louis. Our mission is to provide great member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice. Who are you at Neighbors Credit Union? Be a brand ambassador and allow the mission, vision and service standards established by Neighbors Credit Union guide you in everything you do. Provide awesome service to internal and external members, act with integrity, provide trustworthy guidance, make it easy to do business with us, make others feel important, and take personal responsibility in everything you do.

Requirements

Demonstrated knowledge of leadership principles, operational practices, procedures, lending and collections, and marketing fundamentals.
Strong understanding of financial products and their application to member needs.
Proficiency in service industry delivery standards and best-in-class member experience practices.
Skilled in conducting discovery-based interactions to identify needs and recommend appropriate solutions.
Proven ability to make sound, timely decisions using good judgment and available data.
Ability to lead, guide, and influence staff and other credit union employees in matters related to departmental and organizational business as needed.
Effective communication and active listening skills, both verbal and written.
Demonstrates courtesy, tact, professionalism, and diplomacy in all interactions.
Ability to manage multiple priorities and projects while collaborating effectively with team members.
Working knowledge of Microsoft Office products with the ability to create and deliver professional presentations.
A minimum of five years of experience with service delivery leadership of a financial institution.
Possesses a high level of expertise in office technologies and digital service tools, modeling effective use of financial institution online platforms to support team performance and exceptional member experiences.

Nice To Haves

Preferred College Degree must have High School Diploma or equivalent.

Responsibilities

Leads with flexibility and accountability by providing hands-on leadership and strategic support across multiple markets or departments, ensuring consistent delivery of exceptional team member and member experiences while meeting performance and growth objectives.
Drives proactive service and growth initiatives by setting service expectations, monitoring outcomes, and leading activities that support member acquisition, retention, and portfolio growth.
Serves as an escalation and resolution leader by addressing complex member issues with sound judgment and ownership, ensuring timely resolution, satisfaction, and long-term relationship preservation.
Provides leadership in digital and electronic service adoption by educating members and guiding team members on effective use of all electronic service delivery channels, both in-branch and through member-owned devices.
Leads and models high-quality member engagement across all interaction channels—including in-person, correspondence, inbound phone, and video—ensuring consistent, professional experiences aligned with organizational service standards.
Ensures integrity and accuracy of member records and systems by overseeing adherence to established guidelines, reinforcing accountability, and supporting effective system management practices.
Supports and develops team members through coaching and problem resolution, addressing complaints constructively while identifying root causes and leading process improvements that enhance service and efficiency.
Oversees financial transaction execution when needed, including cash handling, while ensuring team adherence to policies, controls, and operational best practices.
Maintains strong regulatory and risk leadership by ensuring compliance with all federal and state regulations, promoting ongoing fraud awareness, and reinforcing training and risk-mitigation practices within the team.
Executes and oversees supervisory operational functions, including auditing, ITM/ATM oversight, cash management, and vault maintenance, with accountability for accuracy, security, and compliance.
Directly leads, coaches, and evaluates two (2) or more team members across multiple markets or branches, providing peer training, performance feedback, and development to support engagement and results.
Demonstrates sound judgment in exercising people-management responsibilities, including corrective action and disciplinary measures, maintaining performance standards, reinforce accountability, and support a high-performing, service-focused culture.