Assistant Branch Manager - Norman Tecumseh (Oklahoma)

Randolph-Brooks Federal Credit Union•Norman, OK

16d•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, and promoting product empowerment while ensuring compliance with applicable regulatory requirements and internal policies and procedures. The ABM provides guidance to employees and members, supports a positive staff and member experience, and assumes the duties of the AVP/Branch Manager when the Branch Manager is absent. The role supports RBFCU’s sales culture and service standards, monitors branch performance, addresses performance gaps, and coaches staff on product knowledge, consultative service, compliance, fraud prevention, and professional development. The ABM manages branch cash and audit responsibilities, staffing, reporting, complaint resolution, quality assurance findings, and facilities. The position is based at the Norman Tecumseh branch in Norman, Oklahoma, and may require coverage at any location within the region when business needs arise. 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 cover staffing at any location within the respective region, including branch transfers, when business needs arise.
Ability to work a flexible Monday-through-Saturday schedule.
Proven ability to manage branch risk, develop relationships through various channels, and work 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.

Responsibilities

Manage daily branch operations to support professional, timely business practices and quality member service; submit tickets for critical items as needed.
Mitigate risk by ensuring compliance with regulatory requirements, policies, and procedures.
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, and model consultative behaviors.
Meet branch KPIs and operational standards, monitor results, identify performance gaps, take corrective action, and keep the team aligned with sales and service goals and ethical practices.
Promote transparency and continuous improvement.
Ensure staff can position product benefits, explain value, and connect solutions to member outcomes.
Optimize staffing while maintaining compliance and quality service, including scheduling staff to assist contact center operations by taking reservist calls.
Review, support, and manage branch statistical information.
Work with subject matter experts to keep content accurate and understandable and to update training materials.
Build team cohesion and motivate staff development and readiness for promotion.
Set goals, coach and develop staff, and identify strengths and development opportunities through shadowing and documented one-on-one sessions.
Coach staff on appropriate product and service cross-selling while allowing members to make their own decisions.
Coach staff to analyze deposited items for fraud and interactions for potential impersonation.
Handle escalated member issues and complaints in accordance with applicable state and federal regulations; oversee resolution and related training.
Manage quality assurance audit risk findings, audit sales referrals for compliance with sales and service incentive policy, and oversee branch quality control and related reporting.
Assess facilities and property to ensure they are in working order.
Perform other assigned duties; essential functions and responsibilities may change or new ones may be assigned.