Branch Manager /Service Center Manager

CES Credit Union•Mt Vernon, OH

16h•Onsite

About The Position

The Service Center Manager role is to model the mission statement of CES by being dedicated to the financial success of our members and the communities we serve. They are accountable for the overall operational efficiency, financial growth, regulatory compliance, and member service excellence of the assigned branch. This role directly leads, coaches, and develops the Service Center team to achieve organizational goals while maintaining a secure and compliant environment. The overall operational, lending, and sales performance of the office is the responsibility of the Service Center Manager.

Requirements

Bachelor's degree in Business Administration, Finance, or a related field, OR four (4) years of equivalent professional experience in banking operations and leadership.
Proven ability to motivate, direct, and develop a diverse team in a retail financial environment.
Strong analytical and logic skills to solve complex member and operational challenges.
Excellent organizational skills to prioritize competing operational demands and meet branch production goals.
Exceptional verbal and written communication skills for interacting with members, staff, and executive leadership.

Responsibilities

Own the delivery of outstanding member service within the branch; model a professional environment, engage with individual and business members, and act as the final escalation point for resolving complex member issues.
Maintain expert-level knowledge of lending and financial products to effectively identify and fulfill member needs.
Proactively promote credit union products and services; network within the local community to attract new relationships and collaborate with credit union leadership to execute market expansion strategies.
Manage, monitor, and coach the Service Center team (including MSRs, Lead MSR, Receptionist, and Phone Operator). Provide continuous performance feedback, conduct evaluations, and establish clear service and production goals.
Oversee optimal staff scheduling to ensure seamless coverage during normal and peak operational windows (e.g., end-of-month, holidays, vacation schedules) while adhering to dual-control requirements.
Manage the onboarding and ongoing training of branch staff, ensuring absolute competency in core job duties, security procedures, and service standards.
Ensure full compliance with all established CES Credit Union policies, procedures, and internal service standards.
Conduct routine cash audits, surprise audits, oversee daily night deposits, ATM management and balancing, utilizing dual control. Serve as the primary backup for vault teller operations. Accountable for the successful resolution of all internal audit, regulatory examination, and compliance findings within the branch.
Maintain facility cleanliness, safety, and equipment standards; coordinate directly with the COO and approved vendors to promptly resolve any operational or maintenance issues.
Ensure the branch strictly adheres to all state and federal financial regulations, including but not limited to BSA/AML, USA PATRIOT Act, OFAC, Reg CC, Reg E, Reg Z (Consumer Credit Protection), Fair Credit Reporting Act (FCRA), and Fair Lending laws.
Train and audit staff on physical security, dual control, counterfeit currency detection, and fraud mitigation (including check cashing scams, forgery, and money laundering).
Prepare accurate and timely financial, operational, and regulatory reports for executive leadership and the Board of Directors.