Job Description

The Branch Lead, as part of the branch leadership team, plays a critical role in supporting branch operations and delivering exceptional member service across one or more locations. This position leverages a deep understanding of branch roles and functions to guide employees, resolve complex transactions, and foster positive member and team relationships. The Branch Lead influences individual and branch sales performance by modeling the behaviors in member interactions and coaching employees to identify member needs and confidently offer and close appropriate products and services as part of a superior service experience. The Branch Lead contributes to branch growth through a variety of activities, including community involvement and overseeing member outreach initiatives. The Branch Lead actively supports Credit Union initiatives by gaining and sharing knowledge and fostering employee engagement. Responsibilities include fraud prevention, performance monitoring and coaching, staffing coordination, audit assistance, and operational oversight.

Work Arrangement:This position is scheduled for an onsite presence at the Central Park Branch

Schedule:

• This position requires working a standard 40 hour week during Branch hours of operations
  • Monday - Thursday 8:45am - 5:45pm
  • Friday 8:00am - 6:15pm
  • Rotating Saturdays 8:45am - 1:15pm
• This position requires working a standard 40 hour week schedule during Branch hours of operations
• Employees work every other Saturday and receive a consistent day off during the week to offset their hours
• Scheduled hours could change based on business need and future department growth.

An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.

Compensation & Benefits:

• Pay starting at $24/hour+ dependent on experience
• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave
• Learn more about our benefits here

Main Responsibilities:

Branch Lead:

• Utilize knowledge of the Financial Service Specialist role and functions to serve members accurately and efficiently, modeling superior member service behavior that meets established sales and service expectations. While on the branch floor, shadow Specialists and observe Loan Officers, providing real‑time coaching based on observed opportunities and successes, communicating observations to the employees’ manager and documenting these within the performance management tool.
• Support employees as they serve members by reviewing and approving complex transactions, providing solutions to multifaceted situations, and assisting with error resolution, while modeling and coaching to the behavior that fosters positive member relationships through these complex interactions.
• Independently manage fraud prevention by monitoring transactions for red flags, guiding employees in member verification, identifying emerging patterns, and collaborating with leadership to enhance awareness. Escalate concerns promptly to the Fraud Department to protect members and the Credit Union.
• Monitor, analyze and present branch metrics to determine branch performance toward strategic initiatives such as sales, superior member service, and operational efficiency and accuracy. With management support, create strategies and initiatives to improve branch and individual employee performance.
• Design, deliver, and lead branch training that strengthens employee skills and knowledge. Ensure training initiatives are tailored to address performance gaps, enhance service quality, and foster professional growth—ultimately driving improved individual and branch performance outcomes.
• Lead with purpose by promoting the Credit Union’s strategic direction, helping the team understand our mission, and creating alignment so employees see how their work contributes to our overall impact.
• Collaborate with workforce administration to ensure adequate branch staffing to balance member service standards, employee efficiency, and productivity, utilizing branch forecasting and metrics to drive decision-making. Support payroll functions based on employee attendance.
• Oversee the completion of branch-level operational audits a nd other branch duties across multiple locations, ensuring compliance with established policies, procedures, and regulations.

Job Requirements:

Branch Lead:

• High School Diploma, GED or equivalent.
• Availability to work during branch hours including Saturdays, and to support multiple locations to meet needs across the branch network.

Competencies:

• Core Competencies that must be demonstrated by all include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.

• Leadership Competencies that must be demonstrated by all Leads include the behaviors found in the Lead Self portion of the model.

• Functional Competencies:
  • Member Sales - Gains member or potential member commitment to the best product, service, or idea for their needs by using critical thinking and influence.
  • Superior Service - Prioritizes and acts on the needs of members and employees. Sets the tone and establishes rapport. Acknowledges and clarifies while committing and providing guidance. Summarizes and closes the interaction positively.
  • Organizational Awareness - Understands and aligns actions with the organization’s goals, core functions, needs, and values.
  • Resilience - Thrives and grows in a rapidly changing and complex environment. Displays flexibility, utilizes networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
  • Conflict Resolution - Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.
  • Initiative - Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements.
  • Mentorship - Helps others build awareness, confidence, and resources necessary to fulfill their potential, regardless of reporting relationship.
  • Knowledge Sharing - Uses formal, informal, and systematic methods to impart information onto others.
  • Creativity and Innovation - Thinks beyond the confines of traditional models to recognize opportunities and identify new and better processes. Encourages experimentation and accepts failure as a driver of innovation.
  • Critical Thinking - Takes outside knowledge into account while evaluating information.

Physical Demands & Work Environment:

• May be required to remain in a stationary position for an extended period.
• Exposure to potentially hazardous conditions, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
• Frequently moves equipment or materials weighing up to 25 pounds for transport between areas of buildings.
• This position requires onsite presence at the employees’ assigned location for all scheduled shifts.

Disclaimer:

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.