Assistant Branch Manager

EastRise is looking for an Assistant Branch Manager in Rutland, VT! The Assistant Branch Manager supports the Area Manager in overseeing day-to-day operations and ensuring the branch runs efficiently. This role focuses on supervising employees, providing coaching, and ensuring exceptional member service. The supervisor will be an integral part of fostering team development and enhancing member relationships to ensure the highest level of satisfaction.

Hours: Monday- Friday, 8:00 am - 5:00 pm; additional hours may be required to meet business needs.

Key Responsibilities:

• Ability to perform all member service member tasks.
• Perform operational tasks associated with running the Branch.
• Ensure consistent day-to-day operations of branch to meet member/management expectations.
• Consistently monitor and adjust team schedule to meet service level goals.
• Supervise workflow and weekly/daily scheduling and coverage of direct reports. Manage breaks and lunchtime coverage to meet service and quality level goals.
• Review and approve timecards and all Personal Time Off (PTO) requests.
• Participate in the interviews and assessments of new applicants into the branch; Assist in team member selection through the interview process.
• Maintain knowledge and skills regarding business processes (policy/procedure), regulatory requirements, and credit union-wide knowledge by participating in training and educational opportunities.
• Ensure compliance with branch audit and operations requirements.
• Coach, counsel, develop, and support branch team to provide quality interactions and service to all members.
• Handles member escalations and provide support to team.
• Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
• Encourage team to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job.
• Assist with the onboarding of any branch new hires.
• Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives.
• Promote and support team morale.
• Be a leader in the areas of member service and relationship building.
• Provide information updates for branch staff including software, system issues, workflow, products, services, policy, and procedure changes. Communicate the resolution of system issues as identified by members and team.
• Act as liaison between impacted members, branch team, and other departments to maintain communication and collaboration.
• Resolve members’ problems and complaints in a timely and effective fashion (in person, in writing, over the phone, etc.).

Skills and Qualifications:

• 3-5 years of related experience in customer service, sales, and cash handling. Supervisory experience preferred.
• High school diploma required; 2-year college degree or equivalent preferred.
• Strong communication, leadership, and coaching skills. Ability to motivate and guide team members effectively.
• Previous customer service and sales experience

EastRise is an Equal Opportunity Employer.