Assistant Branch Manager

Company: Citadel Federal Credit Union
Location: Thorndale
Posted on: May 17, 2025

Job Description:

Function

If the following job requirements and experience match your skills, please ensure you apply promptly.

Citadel's Assistant Branch Manager is responsible for delivering a positive banking experience for our customers. The Assistant Branch Manager maintains a strong mentoring relationship with staff to formulate a successful sales and service team. This role also provides oversight of branch operations and adherence to Citadel's established policies and procedures.

The Assistant Branch Manager will motivate and lead a team to create an exceptional customer experience that cultivates long-lasting relationships. This candidate will be required to actively identify, coach, develop, and support employees so that they can provide superior service to every customer.

Through quality customer interactions that exceed expectations and are rooted in the guiding principles of Citadel Class Service, incumbent will establish a solid foundation of trust with each and every customer thereby position Citadel as the best choice for all their banking needs.

Key Duties and Responsibilities

Staff Development:

Responsible for the execution of sales coaching using the GAME (Great, Assess, Match, Enrich) Model
Create and conduct content for weekly huddles and monthly sales initiatives
Responsible for the launch and ongoing management of major strategic initiatives
Conducts sales activities to drive business into the branch; such as: in person or by phone with customers or prospective customers, community involvement, etc.
Maintains awareness of individual and branch sales goals and status in achieving them
Drives the employee experience. Responsible for acquiring and retaining talent through the coaching and development of employees
Assists in the performance management process for all employees
Conduct daily observations and provide on the spot coaching and practical training to staff members to ensure that the branch office is complying with Citadel's policies and procedures
Encourage and reinforce all sales and service behaviors taught in training, including cross-selling activities
Support the Market Manager in business development; participate in networking opportunities within the market area

Customer Service:

Requires competency in Customer focus, relationship building, and influencing
Partner with team members to make sure every interaction is a warm and welcome one
Gain feedback from customers and make recommendations for products and efficiencies
Handle escalated customer questions and concerns
Perform all FSR and SFSR duties when needed based on customer volumes.
Gain and Retain Customers

Retail Office Operations:

Manage daily operations such as scheduling, cash ordering, reports, monthly audits, security checklists, etc.
Maintain effective lobby and line management in order to deliver Citadel Class Service
Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining a unique identifier from the NMLS
Remain compliant with the Bank Secrecy Act by completing annual BSA training.
Other duties as assigned

Qualifications and Education Requirements

Work Experience

3+ years of banking experience
1+ year of Sales coaching experience
PC literacy
Ability to navigate multiple software applications
Excellent verbal and written communication skills,
Sound judgment and decision making skills, proven Sales skills, coaching, ability to prioritize tasks, strong interpersonal skills, professional appearance and demeanor
Believes in coaching and the mentoring others
Proven success in sales and is goal driven
Self-motivated and ability to work independently of Market Manager when necessary by making difficult decisions and proving leadership for branch

Ability to handle problems and provide a positive outcome

Education

Associates Degree or equivalent Citadel experience ; Bachelors Degree preferred

Performance Measurements

Performance metrics will be established each year based on corporate and strategic goals.

Work Environment

The noise level in the work environment is usually moderate. Employees may experience swings in work-related demands placed upon them by members.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, stand, talk and/or hear for extended periods. The employee is occasionally required to walk, stoop, kneel, crouch, or bend. The employee will be regularly required to walk and move fluidly within a Retail Office or Corporate Office environment. The employee must occasionally lift up to 20 pounds. The position requires close visual acuity. Community events can occur in a variety of locations including indoors, outside, or at local employers who partner with Citadel.

EEO Statement

Citadel is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, other protected status, such as race, religion, color, national origin, sex, age. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Keywords: Citadel Federal Credit Union, Dundalk , Assistant Branch Manager, Executive , Thorndale, Maryland