Assistant Branch Experience Manager

Description:
Objective:
Reporting to the Branch Experience Manager, the Assistant Branch Experience Manager supports the overall administration of branch operations. This role helps drive revenue growth and product adoption, enhance member satisfaction, strengthen existing relationships, and reduce operational risk and member attrition. The position also supports the execution of branch-level promotional campaigns and product initiatives.
Primary Responsibilities:
Oversees daily branch operations, including opening and closing procedures, vault management, cash drawers, the cash recycler, and ATM balancing.
Assists in training, directing, and monitoring branch personnel, including attendance and punctuality, and provides performance-related recommendations to the Branch Experience Manager.
Collaborates with branch personnel to strengthen cross-selling efforts and promote products that meet member needs.
Supports the Branch Experience Manager in communicating policy and procedural updates to branch staff.
Provides direct supervision to assigned staff, including approving corrections and overrides, ensuring compliance with credit union policies and procedures, and overseeing daily postings and reconciliations.
Conducts regular performance reviews of Member Experience Associates to ensure established standards are met.
Investigates and resolves member complaints by reviewing individual situations and addressing issues such as fees and related concerns.
Maintains operational controls to minimize risk to the credit union and performs monthly surprise cash audits, including ATM audits.
Serves as the subject matter expert in Meridian Link, managing in-person applications to ensure a smooth, clear, and engaging application experience.
Manages relationships for IDB Association accounts, including Staff, Family, and Retiree Associations.
Interview candidates for Member Experience Associate positions and may provide hiring recommendations to the Branch Experience Manager or serve as the selecting official.
Complies with all company policies and procedures and all applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and Office of Foreign Assets Control requirements.
Collects and analyzes data to prepare reports that support the review of branch and staff performance.
Serves as backup for any branch role, as needed.
Serves as Branch Experience Manager, as needed.
Requirements:
Fluency in spoken and written Spanish and English, including strong reading comprehension, is required to work effectively in a multicultural environment.
Strong verbal and written communication skills in both Spanish and English, with the confidence to speak publicly and deliver professional presentations to diverse audiences on behalf of the credit union.
A bachelor’s degree is preferred; some college coursework is required.
Two to five years of experience in a credit union or banking environment is preferred.
Prior management or supervisory experience is preferred.
Demonstrated ability to remain professional, composed, and effective under pressure.
Strong commitment to the mission of IDB Global Federal Credit Union and a solid understanding of cultural competency.
Strong analytical skills and proficiency in Microsoft Office applications.
Collaborative team player who contributes to a positive and supportive work environment.
Quick learner who is detail-oriented and able to manage and prioritize multiple tasks effectively.