Assistant Branch Manager - Tri-City (Oklahoma)

Randolph Brooks Federal Credit Union•Tri City, OR

1d•Onsite

About The Position

The Assistant Branch Manager (ABM) is responsible for the branch’s daily operations, including overall efficiency, fraud mitigation, staff placement, goal attainment, and product empowerment, while ensuring compliance with applicable regulatory laws and internal policies and procedures. The ABM provides consistent guidance and information to employees and members, serving as a role model who supports a positive staff and member experience. The ABM assumes the AVP/Branch Manager duties when the Branch Manager is absent. The role includes managing branch operations and cash, supporting sales and service goals, monitoring performance and compliance, developing and coaching staff, handling escalated member complaints, overseeing quality assurance and audit matters, and ensuring branch facilities are in working order. The position may require covering staffing at any location within the region, including branch transfers, and working a flexible Monday through Saturday schedule. The Tri-City branch is located at 761 Northwest 32nd Street, Newcastle, OK 73065. 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 work a flexible Monday through Saturday schedule.
Proven 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 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.

Nice To Haves

Successful completion of RBFCU’s Bilingual Spanish/English certification enables employees to earn an additional $2.00 per hour.

Responsibilities

Manage daily branch operations to ensure professional, timely business and quality member service; submit tickets as needed for critical items.
Mitigate risk by ensuring compliance with regulatory laws, policies, and procedures.
Manage cash audits and branch cash needs, including outages, limit adjustments, and cash requirements.
Use critical thinking to make impromptu decisions when resources are not readily available.
Support the sales culture, reinforce best practices, model consultative behaviors, and ensure branch standards are achieved.
Meet branch KPIs and operational standards, promote accountability and transparency, and foster continuous improvement.
Monitor results, identify performance gaps, take corrective action, and keep the team aligned with sales and service goals while maintaining compliance and ethical practices.
Ensure staff can position product benefits, articulate value, and connect solutions to member outcomes.
Optimize staffing resources while maintaining compliance and quality service, including scheduling staff to take reservist calls supporting contact center staff.
Review, support, and manage branch statistical information.
Work with subject matter experts to ensure content is accurate, current, and clear, and that training materials are updated.
Build team cohesion and motivate staff toward development and promotion readiness.
Develop staff through goal setting, coaching, shadowing, and documented one-on-one sessions that identify strengths and opportunities.
Coach or offer appropriate cross-selling of products and services while allowing members to decide.
Coach staff to analyze deposited items for fraud and member interactions for potential impersonation.
Handle escalated member issues and complaints in accordance with state and federal regulations; oversee resolution and related training.
Manage QA audit risk findings, audit sales referrals for compliance with the sales and service incentive policy, and oversee 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 duties may be assigned at any time, with or without notice.
Assume AVP/Branch Manager duties in the Branch Manager’s absence.
Cover staffing at any location within the respective region, including branch transfers, when business needs arise.