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Community Credit Union

Branch Manager - Sales and Service

Branch 2, Peabody – 32 Central Street Peabody , Massachusetts
Department Branch 2, Peabody
Employment Type Full Time
Minimum Experience Mid-level



The Branch Manager reports to the CEO/President.  The primary function of the Branch Manager is to develop new business, oversee branch sales, and deliver superior quality member service, while adhering to consumer and regulatory compliance.  Managerial experience is a requirement for this position, as well as the ability to develop a business plan and to lead the branch staff in meeting goals by proactively selling/cross-selling suitable products and services to new and existing members.  The incumbent will establish rapport with the members, motivate and lead the branch staff, and be active in the local community. Maintains a high energy, positive and upbeat attitude. Delivers in a friendly, efficient, and timely manner, adhering to established customer service standards.  A highly self-motivated professional with strong personal skills, management & leadership skills, team building skills are vital components of this position.  50% of the time of the incumbent will be devoted to sourcing new business.  Suggests marketing promotions and events to CEO, and implements them upon approval.  Responsible for branch security. Completes tasks within established time-frames. Promotes a positive image for the Credit Union. Completes special projects assigned by supervisors as needed. Maintains compliance including BSA, AML, CIP, OFAC, etc.


Develops and submits business plan based on stated organizational objectives; consistently meet goals/budget throughout the year.  Handles assigned tasks within specific time-frames.  Delegates to ensure staff involvement and buy-in.  Reports progress to the CEO on a weekly/monthly basis.

Establishes and communicates performance standards.  Develops and conducts sales/operations meetings and directs sales activities towards achieving objectives.  Identifies training needs of individual employees and schedules platform and teller staff with in-house training modules, computer-based training, and outside courses/seminars, as deemed necessary.

Develops and maintains a strong sales & service environment by implementing sales programs geared towards increasing cross-sales ratio and ensuring employee motivation.  Measures teller and platform staff performance.  Adjusts staff goals when appropriate, or when business needs and objectives change.  Offers sales training to the branch staff.  Works closely with staff by holding in-house branch training, coaching sessions, or one-on one sessions.  Requests approval for further training sessions as necessary.

Maintains strict audit controls over teller and platform areas.  Ensures a strong audit rating is maintained, minimizing operational, legal, and other risks.  Schedules staff training and compliance according to laws and regulations.  Oversees daily branch settlement, correct account setup, daily branch operations (vault, security, compliance), including adherence to BSA, and all other operating procedures.  Oversees the accurate inventory monetary instruments.  Oversees teller overages and shortages with the Head Teller, daily overdrafts, and returned item processing.  Responsible to collect and report persistent overdrafts, as well as return deposited items and other items. Responsible to check and ensure the accuracy and legitimacy of all account maintenance/input performed at the branch.

Delivers employee performance evaluations/reviews of platform and teller staff.  Becomes involved in administering performance counseling if necessary.  

Achieves personal sales goals, and ensures the goals of the branch are met.  Suggests promotions, product awareness, telemarketing events, direct mailings, and community events to the CEO and VP/Sales as needed.  Proposes and maintains approved activity calendar of CCU-sponsored events.  Keeps updated on the local competition and recommends marketing programs and promotions. Identifies and reacts to local sales and marketing opportunities in order to maximize market share and profitability.

Provides superior member service and processes new accounts, loan applications, notes and disbursements as needed.  Approves loans within limits and within CCU underwriting standards.  Reviews retirement account statements for accuracy/compliance and ensures proper account maintenance.

Provides superior services to local bank-at-work accounts including seminars, sales events, regular visits, payroll processing, etc.  Responds to customer inquiries.  Responsible for the quality of telephone and walk-in service at the branch.

Cooperates with, participates in, and supports the adherence to the Bank Secrecy Act (BSA)/Anti-Money Laundering (AML) policies and procedures, including the following:

Attend annual training reviewing the regulatory requirements of the BSA and the Bank’s internal BSA compliance and AML policies and procedures, as well as understanding the following terms related to the BSA/AML

Office of Foreign Asset Control (OFAC)

Suspicious Activity Report (SAR)

Currency Transaction Report (CTR)

Apply due diligence to be able to make an informed decision about the suspicious nature of a particular transaction and whether to file a Suspicious Activity Report (SAR).

Maintains thorough understanding of compliance policies and regulations, including Funds Availability Act, Truth in Savings, Reg E, BSA, AML, CIP, etc..  Re-certifies annually or as needed by completing tutorials and taking tests to show comprehension. Attends all scheduled branch staff meetings. 

Follows established account opening procedures,  including BSA, AML, CIP and  the “Know your Customer” policy.  This includes obtaining acceptable forms of identification, and runs “e-Funds” or OFAC checks on each new account opening.

Interviews consumer loan prospects.  Obtains completed loan applications and supporting documentation.  Processes loan applications.  Submits processed loans to a loan officer for a decision.  Follows up with applicant.  Offers the option of loan insurance.  Closes the consumer loan after completing the loan checklist and submit for funding. Follows up to complete file/documentation.  Files paid and new installment loans as required.

Handles and resolves member complaints and/or concerns in an expeditious and tactful manner.  Informs compliance manager and VP/Sales.

Opens and closes branch as required, and adheres to strict “dual control” procedures, ensuring possession of assigned keys and combinations at all times.  Responsible for branch security and security equipment.  Responsible to implement the security policy and complete the annual security survey for management.

Performs additional duties and projects as requested.

Brings all problems, issues and complaints to the attention of the VP/Sales.

Knowledge/Skills/Experience Requirements:

  • Bachelor’s degree or banking education preferred
  • 3-5 years management experience in a Credit Union or Bank a plus
  • Foreign language skills a plus.  Excellent communication skills 
  • Adjusts quickly to change of business needs
  • Ability to work independently and as part of a team
  • Motivates staff towards working towards common objectives
  • Community involvement/weekday or weekend events
  • Makes effective presentations to small groups
  • Ensures understanding and efficient use of branch operational and computer systems
  • Works Saturdays and extended hours on a rotation schedule or as requested
  • Excellent attendance record and punctuality

Physical Demands/Conditions Requirements:

  • General Office Environment
  • Moving files and boxes.  Setting up booths in community events.
  • Professional attire

 Equipment Used:

  • General Office Equipment, Bank equipment, security equipment, PC, etc.
  • Software used:  Word, Excel, Outlook, bank specific software
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  • Location
    32 Central Street Peabody , Massachusetts
  • Department
    Branch 2, Peabody
  • Employment Type
    Full Time
  • Minimum Experience
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