TDECU · 1 day ago
Assistant Branch Manager
Lake Jackson - Lake Road Member Center
Full-time
Onsite
Mid Level
3+ years expTexas Dow Employees Credit Union is seeking an Assistant Branch Manager to partner with the Member Center Manager in leading branch employees and ensuring exceptional member service. The role involves coaching staff, resolving member issues, and maintaining operational efficiency while fostering a positive member experience.
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Responsibilities
Leads by example: Performs banking services (opening deposit and loan accounts), achieves sales (cross-selling banking products and services including partner referrals), educates members on digital solutions, and completes proactive outreach activities with members and non-members. These tasks are routinely performed to retain and enhance sales and service skills as well as provide coverage during training and staffing shortages
Exercises a business owner mindset by making independent decisions, including but not limited to overrides in consumer lending, check hold decision, and fee waivers. Uses all information available to make the best decision at the time of service. Sound decision making should mitigate risk and provide a high level of member service
Problem Resolution: Owns Member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates Member feedback to Management and makes Member call backs to support Net Promoter efforts. Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations. Provides Management overview and decision making
Member Experience: Facilitates a positive member experience in the branch by developing employees, monitoring service standards through role play, observations, coaching sessions and on-the-spot feedback. Responsible for leveling-up feedback that impacts New Promoter Score and implementing tools and programs that implement NPS
Training and Coaching: Ensures strong technical and service skills by providing in-center training or scheduling appropriate training for employees and coordinating delivery with Member Center Manager. Informs Member Center Manager of employee progress, status and accomplishments to support annual performance reviews and quarterly check-ins. Responsible for onboarding and training coordination of new hires
Team Engagement: Working with Member Center Manager, leverages internal recognition programs and engagement principles to incent and reward team members for efforts and results
Member Center Operations: Designs staff schedules ensuring coverage according to procedure. Gauges coverage needs during high volume seasons. Provides schedules in a timely manner. Monitors cash operations and branch self-audits according to procedure and policy. Administers branch budget, purchases and records retention policies
Actively participates in community development activities as assigned in the support of the Credit Union’s Mission, Vision, Purpose and Values and business development. Conducts Marketing and promotion activities like financial presentations, at local events and trade shows
Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures
Qualification
Required
High School Diploma or equivalent mix of education and experience is required
Additional training in banking, loans or new accounts is required
At least 3 -5 years of experience in Member Service, banking, new accounts and lending is required
Progressive experience and authority with demonstrated track record of meeting / exceeding individual and team sales goals
Ability to effectively coach and develop individuals with varying levels of experience
Ability to leverage influence to garner results from colleagues and indirect reports
Skilled at building relationships and networks within and outside of the organization to support organizational goals
Skilled at developing and maintaining a culture of results where accountability drives individual and team results
Skilled at creating and supporting a culture of adaptability
Strong attention to detail even when working with numbers and names in a fast-paced environment
Ability to document numbers and words without error
Ability to review guides and follow step-by-step processes without error
Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy
Provides world class REAL Service
Demonstrates and coaches job-required skills and behaviors for newer team members
Serves as a Role Model to team members
Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union
Maintains positive service approach with Members through challenging situations
Strong oral and written communication skills; ability to speak and write clearly and effectively
Dedication to meeting the expectations and requirements of internal and external members
Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities
Planning and Organization skills
Ability to generate new and unique ideas as solutions to operational or member service issues
Ability to develop non-traditional ways of doing business
Must be able to operate a ten key calculator and computer keyboard by touch
Availability to work with the Credit Union's core business hours
Saturday hours are required in this role
Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training
Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member
Ability to use feedback for continuous improvement and development
Skilled at leveling-up ideas, issues and challenges for Management insight and remediation
Proactively identifies members banking issues and needs through conversations and active listening
Serves as a resource to members, prospective members, and employees
Provides world class, REAL Service
Company
TDECU
Founded in 1955, TDECU formed when a group of Dow employees pitched in $5 each to loan a friend $35 to buy a refrigerator.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
I
Isaac Johnson
President & Chief Executive Officer
Recent News
2026-01-22
2025-12-09
2025-12-04
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