Civic Manager, Ahoskie (Branch Manager)

Civic Federal Credit Union•Ahoskie, NC

About The Position

The Branch Manager provides leadership for the success and reputation of the Ahoskie branch. The role oversees day-to-day operations, including opening and closing, member service and experience, transaction processing, promoting products and services, and ensuring adequate service coverage. The manager continually improves operational efficiency and service quality, with member satisfaction at the center of the branch’s work. They represent Civic’s values, policies, and vision while fostering an inclusive environment for branch staff and members. The manager leads member-service efforts, supports branch growth and retention, develops and manages staff, oversees administrative and financial operations, engages with community and branch partners, handles escalated member concerns, and ensures compliance, risk management, and safety and security.

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, including policies, laws and regulations, and consumer loan origination and servicing.
Notary Public in North Carolina, or ability to achieve this within the first 6 months of employment.
PC proficiency, including Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook) and the Internet.
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.
Occasional travel required.

Nice To Haves

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

Responsibilities

Lead member service and maintain operational proficiency to exceed members’ expectations and build lasting 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 learning needs.
Coach and manage team development, teamwork, internal opportunities, and career progression.
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 and efficient communication between the branch and home office.
Handle escalated member complaints and suggestions with empathy and professionalism, using active listening to identify improvement opportunities.
Pursue professional development and internal networking to improve financial-services knowledge and the branch member experience.
Ensure staff readiness to meet financial targets and steward membership resources to maximize profitability.
Comply with regulations, policies, procedures, and operational guidelines; assess and mitigate operational risks; support compliance and audit requests; and implement security measures as appropriate.
Follow safety and security guidelines to protect team members, members, and credit union assets.