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Workers Credit Union · 1 day ago

Branch Manager II

Fitchburg Branch, Fitchburg, MA, US

Full-time

Onsite

Entry, Mid Level

$83K/yr - $104K/yr

1+ years exp

Workers Credit Union is a member-focused financial institution dedicated to improving the daily lives of its members. The Branch Manager II will manage branch operations, lead the team in sales performance, and ensure exceptional member service while driving branch growth and operational efficiency.

BankingFinancial ServicesInsurance

Responsibilities

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

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

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

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

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

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

Qualification

Branch managementSales performanceFinancial oversightOperational knowledgeLeadershipCoachingTeam dynamicsCustomer serviceProblem-solvingCritical thinking

Required

Typically, 1-3 years of branch management externally, or as an Assistant Branch Manager internally

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