Branch Manager at GHS Federal Credit Union – Binghamton, New York

Branch Manager

Department: Member Services

Reports to: Director of Retail Operations

Classification: Exempt, Full-Time, In-Person

Effective: April 2026

Overview:

The Branch Manager is responsible for leading branch operations, developing a high-performing team, and delivering exceptional member experiences while achieving business and growth goals. This role combines people leadership and operational oversight with a strong commitment to serving our members and the communities we support, ensuring alignment with GHS values and service standards.

• Build and maintain positive working relationships within the member service team. Enhance team abilities with education, coaching, monitoring and cross training to raise employee knowledge, skills and operational efficiency. Demonstrate sound effective leadership to positively develop MSR team and direct reports. Be a role model for GHS core values of integrity, accountability, innovation, member service, and inclusion. Lead the team and display exemplary member service standards regularly. Be visible.
• Oversee and supervise all branch activities with a working knowledge of the daily operation of the credit union, including lending, teller and member service functions to ensure they are in compliance with established credit union policies and procedures. Support effective team scheduling and coverage to promote efficient branch operations.
• Observe and analyze workplace efficiencies and processes. Formulate ideas, plans and proposals and share with senior leadership. Collaborate with team and support departments to address key operating issues affecting branch operations.
• Support member growth and acquisition by assisting with account openings and deposit products, identifying member needs, and uncovering opportunities to deepen relationships through appropriate product and service solutions. Build member loyalty and contribute to long-term retention by positioning GHS as the financial institution of choice. Use performance results, observations, and feedback to guide coaching, training, and development efforts that strengthen individual and team performance. Lead and coach the team to achieve established sales, service, and operational goals while fostering a collaborative, accountable, and empowered team culture. Maintain consistent and effective communication through regular check-ins and structured performance conversations, including conducting timely performance reviews for direct reports and supporting the review process for indirect reports.
• Maintain working proficiency in consumer lending to support branch operations as needed. When coverage or business needs require, assist with underwriting consumer loans in accordance with credit union policy and established lending guidelines. Effectively explain loan programs to members, gather and review applicant information, assess risk, and recommend approval, denial, or escalation for additional review. Ensure loan documentation is complete, accurate, and compliant. Support the promotion of appropriate loan products, including credit protection and product insurance, while adhering to credit union standards and member-focused practices.
• Lead the branch staffing process, including reviewing applicant qualifications, coordinating and conducting interviews, making hiring recommendations, and supporting the onboarding and early development of new employees to ensure successful integration into the team and culture.
• Address employee performance and conduct concerns in a timely, fair, and consistent manner, including coaching, corrective action, and partnering with Human Resources on formal disciplinary actions up to and including termination, when necessary.
• Represent the credit union at community events, sales initiatives, and business onboarding activities as needed to support relationship building and branch growth.
• Other duties, tasks and functions, as assigned.

Performance Outcomes:

• Assign and oversee regular, ongoing training for staff on a monthly basis, including compliance requirements, proactive skill-building, behavioral development, and new subject matter, to ensure the team remains knowledgeable, adaptable, and prepared to deliver exceptional member service.
• Foster a collaborative and engaged team environment by promoting teamwork, cross-training, and partnership within the branch and across business units. Motivate employees to work together in support of credit union goals and the strategic plan.
• Demonstrate GHS core values of integrity, accountability, innovation, member service, and inclusion consistently with all members and teams.
• Support effective communication within the branch through weekly team huddles, regular meetings as needed, and ongoing communication via coaching conversations, email, and written materials.
• Maintain a high level of confidentiality regarding credit union staff and member information.
• Strengthen branch performance through employee development, coaching, and skill-building, contributing to improved referrals, member feedback, and overall team readiness for future growth and opportunities.
• Ensure branch meets minimum quarterly goals due to individual team member results, contributions and initiatives.
• Maintain a welcoming and responsive branch environment by ensuring members are acknowledged and supported in a timely manner to promote positive experiences and loyalty.
• Provide timely and professional responses to staff and member inquiries through phone, email, or other communication channels.
• Demonstrate strong organization and attention to detail by ensuring work is completed accurately, compliantly, and in an organized manner, with clear and professional documentation.

Knowledge, Skills and Abilities:

Experience:

Five to eight years of banking or credit union experience with a minimum of two years of previous direct supervisory or leadership experience. Holding progressively responsible roles with a credit union or bank demonstrating expansion of knowledge, skill set and growth is also desired.

Education:

Four (4) year degree from an accredited education institution, or

Two (2) year degree plus a minimum of four (4) years previous direct supervisory or leadership experience, or

High school graduate plus a minimum of five (5) years banking or credit union experience, and a minimum of four (4) years previous direct supervisory or leadership experience.

Interpersonal:

This position involves personal contact with others inside and/or outside the organization and requires professionalism, courtesy, finesse, tact and diplomacy. This position requires the ability to engage and influence others by building rapport. Employees must demonstrate clear concise professional verbal and written communication. This position requires extensive personal contact with others and may be of a personal or sensitive nature. Outside contacts become important and foster sound relationships with other entities (companies and/or individuals) and are necessary to creating member loyalty.

Other Skills:

This position requires computer skills, including Microsoft Office Suite as well as various credit union databases, software and programs. Overall knowledge of credit Unions programs, policies and procedures is required. Member/ Customer service focused behaviors with a sales aptitude are needed. Position requires attention to detail, accuracy, and a self-starter who can exercise independent judgment when addressing member problems. Excellent organizational skills; math skills and logic and typing/data entry skills required.

Lead employees; demonstrate fairness and consistency to adherence to policies/procedures and in accordance with all laws and regulations. Must demonstrate ability to provide positive and constructive feedback and do so regularly and when appropriate. Coach a team to achieve individual and business goals with regular communication and transparency on results; must possess good reasoning and problem-solving skills.

May need to move furniture; assist in facilities maintenance or other building upkeep. Position requires periodic travel, branch coverage or extended hours and attendance at meetings and seminars. Must be willing to become a Notary with one year of becoming a Branch Manager

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires both sitting and standing for extended periods of time. The use of fingers, hands and arms is regularly needed for keying, the use of calculators, typing, counting money and other tasks outlined in the essential duties. Regular communication by talking and listening to members and employees is required. Periodic lifting up to thirty (30) lbs. and occasional lifting up to fifty (50) lbs. may be required. Stooping, crouching and/or kneeling may be needed on occasion. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment:

Employee is required to contribute to a positive work environment and demonstrate the credit union brand of "The Relationship of a Lifetime" by demonstrating our Service Standards of customer focus with positivity, personal ownership and accountability, clear communications and responsiveness. Collaboration, consistency, respect, trust and demonstration of integrity are some of the professional behaviors regularly required.

This job description is intended to be a guide and may not be all encompassing or may amend/modify as business needs change.

GHS is an equal opportunity employer. At GHS, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. GHS believes that diversity and inclusion among our teammates is critical to our success and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.