Branch Supervisor

Ferguson FCU•Monticello, MS

2d•Onsite

About The Position

Under the direction of the Retail Operations Manager (ROM), the Branch Supervisor is responsible for the overall leadership, performance, and daily operations of the branch. This role ensures exceptional member service, regulatory compliance, and achievement of branch sales and operational goals. The Branch Supervisor supervises Teller and USR staff, provides coaching and development, conducts routine member transactions and interactions, and serves as the primary point of escalation for complex member and operational issues. The Branch Supervisor is also responsible for maintaining a secure and efficient cash environment, supporting staff performance and partnering with the Retail Operations Manager to ensure appropriate staffing and operational effectiveness.

Requirements

A high school diploma or equivalent required.
2–3 years of experience in cash handling, drawer balancing, vault operations, and teller functions within a financial institution required
Strong knowledge of, or ability to quickly learn, financial institution products, services, and operations
Excellent communication, interpersonal, and customer service skills
Strong leadership, coaching, and team development abilities
Proven problem-solving and decision-making skills, including handling sensitive or complex situations
Ability to work independently and collaboratively in a fast-paced environment
Sales aptitude with a strong member-first mindset
Proficiency with basic computer systems and office equipment (phones, computers, printers, fax machines)
Strong attention to detail and commitment to accuracy in cash handling and documentation
Ability to lift up to 50 pounds as needed
Ability to stand or sit for extended periods
Frequent use of standard office and banking equipment

Nice To Haves

Associate degree or additional coursework in business, finance, or related field preferred.
Equivalent experience may be considered in lieu of formal education.
Minimum of 1–2 years of direct staff supervision, team lead, or branch leadership experience preferred
Experience in coaching, training, or directing employees in a customer service or financial services environment strongly preferred
Experience in sales, member service, and financial institution operations is highly desirable.

Responsibilities

Supervise, coach, and develop Teller and USR staff to ensure strong performance, accountability, and service excellence
Support onboarding, training, and ongoing development of branch employees
Provide guidance, feedback, and support for employee performance and behavior expectations
Assist Retail Operations Manager with staffing recommendations and scheduling needs
Lead daily branch huddles and reinforce sales and service goals
Monitor staff assigned to the branch office who report to other supervisors and provide relevant performance or conduct feedback directly to those staff members’ direct supervisors.
Perform Teller, USR, and Member Services tasks as needed during normal operations or as a temporary substitute to support branch coverage and service continuity
Resolve complex member issues and handle escalated concerns with professionalism and care
Explain credit union policies and procedures to members and staff as needed
Ensure a high level of member satisfaction through quality service and timely problem resolution
Proactively promote and cross-sell credit union products and services based on member needs through direct member interactions and staff development
Support and drive branch sales initiatives and performance goals
Consistently contribute to individual, branch, and credit union-wide sales objectives
Model effective member engagement and sales behaviors for staff
Oversee daily branch workflow to ensure efficient and accurate operations
Serve as primary vault custodian, including cash ordering, verification, distribution, and balancing
Maintain vault security and ensure compliance with cash handling procedures
Oversee ATM balancing, replenishment, and related operational procedures
Monitor coin machine operations and ensure proper maintenance and balancing
Ensure adequate supply inventory, including teller supplies and debit card stock
Recommend purchase of equipment and supplies as needed
Ensure the physical branch office interior and exterior environment is safe, clean, and inviting in appearance, and address any safety issues immediately.
Maintain working knowledge of applicable state and federal regulations (including BSA/AML and Reg E)
Ensure adherence to credit union policies, procedures, and security standards
Support fraud prevention awareness and secure handling of member information
Ensure accurate completion of branch reports and operational documentation
Other duties as assigned by management