Department: Branch Experience
Reports To: Director of Branch Experience
FLSA Status: Full Time, Exempt
Branches Managed: TRUE Community Credit Union's Westland Branch
Travel: 50% with on-site leadership required at both branches
Starting Salary: $67,105.17 (increases with relevant experience)
Join us in building a workplace that inspires purpose, growth, and joy.
About TRUE
TRUE Community Credit Union is a people-first financial institution committed to serving our members, our team, and our community. We believe in building strong, meaningful relationships and creating experiences that inspire purpose, growth, and joy. Our mission centers on helping individuals and businesses thrive through exceptional service, community engagement, and financial empowerment.
What You'll Do
- Lead, coach, and develop branch staff to drive service-based sales and deepen member relationships through TRUE's products and services.
- Establish goals, monitor performance, and hold team members accountable through coaching and action plans.
- Oversee daily branch operations, scheduling, workflow, and staffing to ensure consistent member service.
- Support and guide staff in resolving and deescalating member concerns.
- Manage branch profitability by monitoring expenses, staffing needs, and operational efficiency.
- Ensure thorough training for staff on products, services, systems, and procedures.
- Serve as the primary resource for product, service, and process questions within the branch.
- Recommend and implement process and technology improvements to enhance member transaction efficiency.
- Prepare and submit required reports to leadership as requested.
- Ensure compliance with policies, procedures, laws, and regulations, including safety and security standards.
- Represent TRUE at community events to strengthen relationships and promote the brand.
- Build strong partnerships across departments and contribute ideas in management meetings.
Minimum Qualifications (Required)
- High school diploma or GED.
- 3+ years of financial institution experience.
- Strong interpersonal, verbal, and written communication skills.
- Ability to coach, develop, and support a service-based sales culture.
- Proficiency with Microsoft Word, Excel, email/IM, and the ability to work across multiple technology platforms.
- Intermediate mathematical skills (fractions, percentages, decimals).
- Ability to manage sensitive member interactions and resolve concerns effectively.
- Eligibility to register with the Nationwide Mortgage Licensing System & Registry (NMLS).
Preferred Qualifications
- 2+ years of direct leadership experience with accountability for:
- Performance management
- Coaching and developing
- Hiring and staffing decisions
- Demonstrated exposure to daily branch or member-facing operations, member/customer service escalation and basic compliance and operational controls.
- Associate's degree in related field.
- Knowledge of credit union operations and the credit union movement.
Benefits
- Benchmark-setting medical benefits; dental and vision benefits
- 401k with employer match AND employer-funded defined contribution pension plan
- Generous time off, paid holidays, and paid time for your birthday, inclusion time to celebrate cultural and religious holidays that matter most to you, and volunteer time to stay rooted in the work outside of work that refills your well-being
- Annual bonus reward program
- Company-paid short-term disability, long-term disability, and employee life insurance
- Tuition reimbursement
- Gym membership reimbursement
TRUE to our Team: All are invited to join TRUE Community Credit Union, and we proudly serve anyone who lives, learns, works, or worships across the State of Michigan. We work hard to create and protect an inclusive environment where differences are celebrated, diversity is embraced, and our whole selves are seen and accepted.
Ready to Lead the Future of Work with Us? Apply now and help us write a people-first story that stretches beyond imagination.
