Branch Manager

Western Vista Federal Credit Union - Full Time - Branch Manager - Cheyenne, WY

At Western Vista CU, our member's finances are our focus. The Branch Manager leads all aspects of member relationships delivered through the branch (in person, phone, text, virtual appointment/meeting), encompassing retail, small business relationships, and community business development, ensuring member service levels are consistently exceeded. Having a vast understanding of branch operations, the Branch Manager supervises all branch positions, including hiring (in conjunction with leadership and HR), performance management, reviews, and salary recommendations. The Branch Manager supports sales and service goals by training, coaching, and developing staff. They will provide on-the-spot employee coaching regarding member service, referrals, and sales. This position will also focus on:

Essential Functions & Responsibilities:

• Direct management, development, and guidance of highly motivated, results-oriented branch teams, primarily focused on member retention, developing member relationships through increased household services, and acquiring new relationships. Educator, driver, and leader of responsible growth strategies to support the member population. Leverages and analyzes key metrics and performance indicators to design short-term business plans to improve productivity and the member experience. Curates and ensures a member experience is consistent through all channels, including branch, phone, text, email, secure messaging, and other technology. Oversees service, sales, operations, security, and compliance performance. Ensures member experience is consistent and supported by flexible policy and procedures, managing risk appropriately. Proficient in all consumer loan application types and complexities with underwriting said loans.
• Builds and retains a collaborative and cohesive environment, leading and coaching a motivated, high-performing branch team who are proficient and effective in high-value activities. Conducts staff observations to support credit union’s objectives and proactively provides practical feedback and coaching to enhance leadership growth and career pathing. Conducts performance reviews with the ability to diagnose performance gaps, help others identify the right solutions, and is committed to positively influencing performance behaviors. Manages branch P&L. Ensures a retail-ready environment for members within the branch.
• Scheduling and allocating resources appropriately to support a differentiated end-to-end experience within the branch. Develop member relationship strategies that drive individual production goals, including referral networks and relationships with internal business partners and external contacts. Ensures high-value activities are aligned, demonstrating value for the member. Create an environment through activity based on coaching and performance development to improve and encourage increased skill levels.
• Fills in for peak schedules or any absence or shortage for job groups within the branch, as needed. Ensures that the branch complies with credit union regulations and procedures, as well as federal and state laws and regulations set forth by the National Credit Union Administration and other regulatory agencies. Ensures branch compliance with all security, safety, and emergency preparedness procedures. Ensures employees are current with training and can perform annual required training as needed. Takes appropriate steps to correct unsatisfactory conditions or violations. Identifies opportunities to enhance policies, processes, and procedures to maximize cost and efficiencies and provide consistent quality service to members. Manages schedules effectively, including vacations, training, and Saturday schedules, and ensures there are adequate resources to support business objectives.
• Prepares monthly branch reports and completes projects and assignments within timelines. Attends scheduled management meetings and training.
• Collaborates with the Director of Financial Services and the Marketing team to help support credit union and community events, sponsorships, and on-site select employee group functions, including membership drives, benefit fairs, and financial seminars.
• Holds frequent staff meetings and daily huddles to recognize employee achievements, discuss areas needing improvement, goal status, changes in procedures, new developments, or services, and present general information. Conducts bi-weekly one-on-ones with staff to support plans for goals and career achievements.
• Assists staff or members in promptly researching and solving complex account problems with appropriate follow-up. Teaches and demonstrates follow-up and follow-through in all interactions, creating ownership of the issue.
• Complies with Bank Secrecy Act/Anti-Money Laundering/CIP (U.S. Patriot Act) procedures and policies. Provides members with courteous, friendly service, which exceeds their expectations while processing transactions promptly, efficiently, and accurately. Acts as an ambassador of Western Vista CU through its values in representing the credit union to members professionally through written and verbal communications, attitude, business attire, work area, and thorough knowledge of our products and services. Meets individual quality service goals as identified in your performance action plan. Be an effective team leader through cooperation, flexibility, dependability, attendance, lack of delay, and participation at meetings and training. Accurately applies technical job knowledge and skills to complete all work promptly, following policies, procedures, and regulatory requirements while managing varying degrees of work.
• Perform other duties as assigned that support the mission, vision, and values of Western Vista CU.

Performance Measurements:

• To ensure all KPIs have been met/exceeded by the branch, including individual staff performance.
• To ensure a standard of world-class service and advocacy to the membership and credit union associates is maintained at all times and in all interactions.
• To maintain a cohesive, highly trained, and motivated staff that anticipates and exceeds member needs.
• To ensure the accuracy and quality of work performed by all branch employees.
• To serve as an ambassador of WVCU, fulfilling the mission, vision, and values for internal and external members.
• To serve as an ambassador of WVCU in the community.

Knowledge and Skills:

Experience

Three to five years of similar or related experience, including preparatory experience. Understands and can perform management approaches such as work scheduling, prioritizing, coaching, and process execution. Demonstrated ability to proactively generate business, with oversight and leadership within a service and sales-focused culture. Requires practical knowledge of the job area, familiarity with banking policy and procedures, deposit products, cash protocols, and operational functions—proven commitment to exemplary experiences for the member. Positive phone demeanor and superior written and verbal communication skills are essential. Must promote a service-oriented mindset and be capable of making members feel valued. Strong attention to detail and organizational skills. Knowledge of credit union products, policies, and procedures, and of federal rules and regulations. Proven ability to develop, set, and communicate measurable goals. Flexibility in scheduling. It may require some travel. Must be able to work in a team environment with the ability to interact well and in a positive manner with subordinates, peers, and upper management.

Education

(1) A two-year college degree, (2) completion of a specialized certification or licensing, (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills

A significant level of trust, credibility, and diplomacy is required. In-depth dialogues, conversations, and explanations with members, direct and indirect reports, and business partners can be sensitive and highly confidential. Communications may involve motivating, influencing, educating, and advising others on matters of significance.

Other Skills

Ability to exercise judgment, employ initiative, implement programs, and guide/lead others toward work goals. Demonstrated effective planning, organizational, and problem-solving skills. Demonstrated ability to communicate effectively, orally and in writing, and interpret complex instructions. Demonstrated skills in managing multiple priorities. Skill in resolving member problems and developing/maintaining community relations. Experience with member/customer service operations includes understanding practical member service philosophy. PC proficient, including Microsoft Office (Word, Excel, Outlook) and the Internet. Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)

Job Type: Full-time

Pay: $55,600.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• If offered the position when could you start?
• What are you salary expectations?
• Please give us your contact information to set up a possible interview: Email and phone number
• Why do you want to join our Western Vista team?
• Why did you leave your past employment?

Ability to Commute:

• Casper, WY 82604 (Required)

Ability to Relocate:

• Casper, WY 82604: Relocate before starting work (Required)

Work Location: In person

Salary : $55,600 - $75,000