Branch Manager

Suncoast Credit Union•Holiday, FL

3d•Onsite

About The Position

The Branch Manager, also referred to as the Service Center Manager, leads the culture and operations of a Suncoast Credit Union service center. The role fosters a collaborative, inclusive, and member-centric environment by empowering team members to serve with empathy, resourcefulness, and ownership. The manager promotes the credit union’s value proposition to local businesses, represents the organization in the community, and seeks opportunities to expand the service center’s reach. The position calls for strategic thinking, integrity, transparent leadership, and an ability to build trust and encourage innovation. The manager plans and oversees daily operations, service delivery, team development, sales and service activity, compliance, performance goals, budgets, and member issue resolution. The role also contributes to broader organizational strategy, monitors performance indicators, supports lending evaluations, and coordinates with other departments to strengthen service and operational results. The position requires registration as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS), including ongoing annual maintenance and updates as specified in the SAFE Act statement. The position is onsite and full-time. Service center hours are Monday through Thursday, 8:30 AM–5:00 PM, and Friday, 8:30 AM–6:00 PM. The role includes regular automobile travel, periodic overnight stays, and frequent work outside normal business hours. Physical demands include sitting, standing, walking, bending, kneeling, extended keyboarding, and lifting and carrying items up to 25 pounds; reasonable accommodations are provided as described in the posting.

Requirements

At least 5 years of experience with a financial institution, service center, or branch environment.
Strong knowledge of lending practices, including interpreting credit bureau reports, underwriting criteria, and basic lending philosophy.
Excellent organization, prioritization, and analytical skills.
Excellent written, verbal, and interpersonal communication skills for interacting with members, staff, vendors, and government regulators.
Ability to analyze and resolve complex problems or situations.
Ability to positively influence others regarding policies, practices, and procedures.
Strong knowledge and understanding of credit union products, services, policies, and procedures.
Strong knowledge and understanding of regulatory compliance.
Strong knowledge and understanding of credit union computer systems and software applications required to perform the job.
Ability to meet the described physical demands, including lifting and carrying items up to 25 pounds and regular automobile travel with periodic overnight stays.
Ability to work frequently outside normal business hours.
Required to register and maintain registration as a mortgage loan originator with the NMLS and Registry in accordance with the SAFE Act statement.

Nice To Haves

Bachelor’s degree in business or a related field preferred; comparable work experience and training may be substituted for education requirements.
Supervisory experience preferred.

Responsibilities

Plan and manage daily service center operations with a member-centric approach.
Mentor, empower, and develop team members; provide guidance and development opportunities for directly reporting staff.
Direct service delivery options with a focus on quality and efficiency.
Maintain open communication, address team member concerns, and foster a positive workplace culture and strong working relationships.
Promote credit union products and services and support members’ financial wellness.
Represent the credit union at community events and build relationships and credibility in the community.
Ensure compliance with internal policies and regulatory requirements and promote operational soundness.
Establish and communicate team performance goals and guide the development of actionable plans.
Evaluate and recommend methods and procedures to improve operational efficiency and member experience.
Resolve escalated member issues by understanding needs and providing effective solutions.
Lead loan qualification evaluations and ensure accurate information is provided for underwriting.
Collaborate with other departments to improve service delivery and organizational success.
Monitor key performance indicators and prepare reports for senior management.
Assist with developing, monitoring, and maintaining the annual budget; seek cost savings while maintaining service quality.
Promote ongoing training and learning opportunities for team members.
Align branch operations with the credit union’s strategic direction and broader goals.
Develop strategies for operational challenges and business continuity.
Plan, schedule, and coordinate work to develop and implement business objectives.
Maintain knowledge of trends, laws, and issues affecting the area of expertise and attend educational events.
Complete annual compliance and information security training.
Register as a mortgage loan originator with the NMLS and Registry before engaging in mortgage loan originator activities, maintain and renew the registration annually, update registration information promptly, and provide the unique identifier to consumers as required.