Assistant Branch Manager - Western (Oklahoma)

Randolph-Brooks Federal Credit Union•Oklahoma City, OK

About The Position

The Assistant Branch Manager (ABM) is responsible for the branch’s daily operations, including efficiency, fraud mitigation, staff placement, goal attainment, and product empowerment, while ensuring compliance with applicable laws, regulations, and internal policies and procedures. The ABM provides guidance and information 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 ABM manages branch operations, cash and audits, staffing, performance, risk, member complaints, quality assurance, and facilities. The position also supports staff development and RBFCU’s sales culture by coaching employees to provide consultative service, explain product benefits, and connect solutions to member needs. The Western branch is located at 10201 South Western Avenue, Oklahoma City, OK 73139. Employees may earn an additional $2.00 per hour after successfully completing RBFCU’s Bilingual Spanish/English 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 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.

Responsibilities

Manage daily branch operations to support professional, timely business and quality member service, submitting tickets for critical items when applicable.
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, 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 and ethical practices.
Ensure staff can position product benefits, articulate value, and connect solutions to member outcomes.
Optimize staffing while maintaining compliance and service quality, including scheduling staff to take reservist calls in support of contact center staff.
Review, support, and manage branch statistical information.
Work with business-unit subject matter experts to ensure content is accurate, current, and understandable, and that training materials are updated.
Build team cohesion and motivate employees toward development and promotion.
Develop staff through goal setting, coaching, shadowing, and documented one-on-one sessions, identifying strengths and opportunities.
Ensure appropriate cross-selling by coaching employees or offering products and services to members while allowing members to decide.
Coach employees to analyze deposited items and interactions for potential fraud or impersonation.
Handle escalated member issues and complaints in accordance with state and federal regulations, overseeing resolution and related training.
Manage quality-assurance audit findings, sales-referral audits for compliance with incentive policies, branch quality control, 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.
Cover staffing at any location within the respective region when business needs arise, including branch transfers.