Member Experience Assistant Manager

Rockland Federal Credit Union•Peabody, MA

2d•$62,315 - $70,000•Hybrid

About The Position

The Member Experience Assistant Manager supports the overall success of the branch by focusing on daily operations, frontline leadership, and service excellence. This role provides direct supervision to branch staff, ensures operational accuracy and compliance, and helps drive performance related to member experience, growth, and productivity. The Assistant Manager plays a critical role in maintaining efficient branch operations while coaching employees to deliver consistent, high-quality service.

Requirements

3–5 years of branch or retail financial services experience.
1–3 years of supervisory or leadership experience preferred.
Credit union experience preferred.
Strong knowledge of branch operations, cash handling, and compliance.
Proven leadership, coaching, communication, and problem-solving skills.
Ability to travel to other branch locations as needed.

Responsibilities

Supervise and support branch staff while promoting outstanding member service.
Oversee daily branch operations, including cash controls, balancing, vault management, and workflow.
Ensure compliance with policies, procedures, and regulatory requirements.
Coach, develop, and train employees through ongoing performance feedback.
Assist with hiring, onboarding, and scheduling.
Support branch sales, referral, and member satisfaction goals.
Resolve escalated member concerns professionally and efficiently.
Partner with the Member Experience Manager on business development and community initiatives.
Serve as branch leader in the manager's absence