Bilingual Spanish Branch Manager II (71811)

JOHNS HOPKINS FEDERAL CREDIT UNION•Baltimore, MD

6d•$68,000 - $100,000

About The Position

POSITION PURPOSE The Bilingual Spanish Branch Manager II leads the day‑to‑day execution of the credit union’s Member Experience philosophy within the branch, ensuring employees are engaged, coached, and consistently focused on delivering a service‑driven, high‑quality member experience. As the visible leader and primary personal connection for members, the Branch Manager models consultative relationship development, coaches staff in real time and takes ownership of branch‑level member outcomes. The role balances people leadership and experience accountability with operational alignment to support strong relationships, sustainable growth, and trust with every member served.

Requirements

High School Diploma
Minimum five (5) years’ related banking or credit union experience
Minimum two (2) years’ supervisory experience at a financial institution, preferably a credit union, Equivalent combination of education and experience will be considered.
Requires knowledge of credit laws and regulations
Must obtain and properly maintain a Notary and Signature Guarantee.
Bilingual Spanish is required.

Responsibilities

Act as the primary face and personal connection for members within the branch, creating a welcoming, hospitality‑driven environment.
Model and reinforce consultative relationship development, guiding employees to understand member needs and deliver thoughtful, solutions oriented support.
Maintain an active presence on the floor, supporting lobby flow, observing interactions, and stepping in to support members as needed.
Take ownership of branch‑level member concerns, ensuring issues are resolved with care, transparency, and follow‑through.
Ensure members receive a consistent, high‑quality experience regardless of employee, transaction type, or visit.
Support sustainable growth in membership, deposits, and lending by fostering strong relationships and meaningful member conversations.
Coach employees to recognize opportunities to deepen relationships and connect members to appropriate products, services, and resources.
Maintain strong working relationships with investment services, mortgage, and other specialized teams, ensuring timely referrals and coordinated support that best serve member needs.
Use branch‑level performance data and trends to inform coaching conversations and identify opportunities for improvement.
Partner with the AVP, Member Experience to align branch performance with broader experience and growth priorities.
Ensure branch operations are conducted in compliance with credit union policies, procedures, and regulatory requirements.
Maintain appropriate cash controls, security practices, and operational discipline within the branch.
Partner with Operations and other internal teams to escalate issues, implement process changes, and support operational improvements.
Balance operational accuracy and efficiency with a consistent focus on member experience and service quality.
Serve as the visible, engaged leader of the branch, modeling service, professionalism, accountability, and member‑first behaviors.
Lead, coach, and develop branch employees through regular observation, real‑time feedback, and structured coaching conversations.
Provide targeted development support based on individual performance, experience, and growth needs.
Reinforce clear expectations for ownership, follow‑through, and consistency in how members are supported.
Build a culture of trust, accountability, and continuous improvement aligned with the expectations set by the AVP, Member Experience.
Oversee branch staffing, scheduling, onboarding, and training to ensure appropriate coverage and readiness.
Participate in recruitment, interviewing, and selection of branch staff to build a strong, service‑oriented team.
Ensure employees are well‑trained, confident, and supported to perform their roles effectively.
Address performance concerns promptly and constructively, partnering with HR and the AVP, Member Experience as needed.
Represent the credit union positively within the community and build trust with members and partners.
Collaborate with other branches and departments to support consistency, shared learning, and alignment across the organization.
Support credit union initiatives, programs, and changes by reinforcing communication and expectations within the branch.
Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
Responsible for any additional duties and/or responsibilities as assigned.