Civic Manager, Ahoskie (Branch Manager)

Civic Credit Union•Ahoskie, NC

About The Position

The Branch Manager leads the success and reputation of the Ahoskie branch by overseeing day-to-day operations, including opening and closing, member service and experience, transaction processing, product and service promotion, and service coverage. The role focuses on continual improvement in operational efficiency and service quality, with member satisfaction at the center of branch activities. The Branch Manager embodies Civic’s values, policies, and vision while fostering an inclusive environment for branch staff and members.

Requirements

7–9 years of banking or member service experience, including 1–3 years of managerial experience.
Strong analytical and problem-solving skills, including the ability to identify trends and develop solutions.
Knowledge of banking procedures, policies, laws, and regulations, including consumer loan origination and servicing.
Notary Public in North Carolina, or ability to obtain the credential within the first 6 months of employment.
PC proficiency, including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and internet use.
Ability to work in a consumer business office environment and use standard office equipment, including a PC, copier, and telephone.
Ability to lift at least 25 lbs., such as file boxes or a computer printer.
Occasional travel is required.

Nice To Haves

4–6 years of credit union member service experience.
Bachelor’s degree in Business Administration or a related field.
Experience creating and updating policies, processes, procedures, and guidelines.
Supervisory experience in a member or customer service environment.

Responsibilities

Lead a high level of member service, exceed member expectations, and maintain operational proficiency to build lasting member relationships.
Oversee branch growth and membership retention by coaching advisors to identify member-centered solutions.
Communicate and demonstrate product and service knowledge to advisors, and identify staff knowledge-improvement needs.
Coach and manage team development to encourage teamwork, career progression, and internal opportunities.
Recruit, interview, and onboard advisors.
Oversee administrative functions, including scheduling, cash orders, branch losses, documentation and retention, and end-of-day balancing.
Engage with community and branch partners, including Membership Development Officers, to enhance member appreciation.
Facilitate timely communication between the branch and home office.
Handle escalated member complaints and suggestions using active listening, empathy, and professionalism, and identify opportunities for improvement.
Pursue professional development and internal networking to improve financial services knowledge and the branch member experience.
Prepare branch staff to meet financial targets while responsibly managing membership resources and profitability.
Comply with applicable regulations, policies, procedures, and operational guidelines.
Assess and mitigate operational risks, ensure compliance with regulations and audit requests, and implement security measures when appropriate.
Follow safety and security guidelines to protect branch team members, members, and credit union assets.