Branch Manager II

Overview

Job Title: Branch Manager II

Department: Fitchburg Branch

Department

Location:

Fitchburg, MA

Reports to: Director, Retail Branches and Market Growth

Career Stream: People Leader

Classification: On-site

Pay Grade: 12E

Pay Grade Range: $83,448.89 - $

Location: Fitchburg, MA (On-site)

This position will be based out of our Fitchburg Branch and floating to other close-by branches as needed.

Fitchburg Branch

Hours:

Monday - Friday: 9:00 AM - 5:00 PM;
Saturday: 9:00 AM - 1:00 PM.

Candidates will be required to work a flexible schedule based on branch operational needs.

The Branch Manager's primary responsibilities are to effectively manage both branch operations and to lead their team in sales performance and service excellence.

Member Sales, Service, and Education

• Provide exceptional member service by addressing and resolving inquiries, issues, and complaints promptly.
• Maintain expert knowledge of all credit union deposit products, loan products, and electronic delivery channels.
• Ensure a positive member experience through lobby leadership, member needs assessment, and relationship building.
• Drive sales through service by developing a positive member experience and focusing on solutions that meet members' needs.
• Open and service all types of WCU deposit and loan accounts.
• Encourage and assist members in resolving financial challenges and achieving goals.

Branch Growth

• Direct all sales activities to achieve branch goals in product sales, loan and deposit growth, and referrals.
• Develop and implement strategies to attract new members and deepen relationships with existing members.
• Participate in community events and networking activities to promote the credit union and build relationships.
• Support and participate in external business development.
• Identify and refer members to internal business partners for small business, investments, mortgages, consumer, and insurance services.

Tracking and Reporting Metrics

• Monitor and analyze branch performance metrics, including sales, service quality, and operational efficiency.
• Prepare and present regular performance reports to Management.
• Use data and metrics to identify areas for improvement and implement corrective actions as needed.

Leadership

• Motivate and lead the branch team to achieve growth, member satisfaction, and operational efficiency targets.
• Lead by example through accountability, reward, and recognition to drive outstanding performance.
• Recruit, train, and manage staff, ensuring they have the necessary skills and knowledge.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive, collaborative work environment, promoting teamwork and employee engagement.
• Coach and develop team, provide opportunities for growth and delegate stretch assignments.

Branch Operations

• Oversee branch performance in member satisfaction, operations, scheduling, and branch opening/closing.
• Ensure accuracy and security in cash handling, transaction processing, and end of day balancing.
• Maintain comprehensive knowledge of WCU products, services, fees, and competitor offerings.
• Accurately process all transactions such as deposits, withdrawals, loan payments and check cashing, etc. as well as assist with end of day balancing.
• Originate consumer loan applications, such as auto, personal, debt consolidation, etc.

Other Duties

• May be asked to provide coverage in other WCU branches or departments.
• Adhere to all WCU policies and procedures.
• Participates in department and/or organizational projects as directed.
• Performs other tasks or functions as required, requested, necessary or prudent.
• Maintains confidentiality of all member and credit union information and data.
• Regularly demonstrates behaviors as defined by the credit union s Fundamentals, which are part of the Workers Way culture program.

Qualifications

• Experience Level: Typically, 1-3 years of branch management externally, or as an Assistant Branch Manager internally.
• Competencies:
  
  Foundation in Leadership:
  Focuses on mastering the fundamentals of leadership and branch management, including understanding team dynamics, developing and coaching employees, and ensuring excellent member service.
• Operational Familiarity:
  Increased knowledge of branch operations, compliance, and procedures, with an emphasis on honing problem-solving skills and critical thinking.
• Introductory Financial Oversight:
  Begins to learn financial management basics, such as budget adherence and forecasting, and performance tracking, with coaching from leadership.

About Workers Credit Union Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology.

We have…