BRANCH SUPERVISOR JOB DESCRIPTION

Counter operations stop moving when nobody owns the floor. A Branch Supervisor holds daily accountability for teller performance, transaction compliance, and service standards at a single retail banking location, stepping into full branch authority when the Branch Manager is unavailable. This role answers directly to the Branch Manager while coordinating with personal bankers, HR partners, and the compliance function. It sits one level below Assistant Branch Manager on the retail banking career ladder.

As the Branch Supervisor, you are responsible for keeping branch operations sound and customer-facing by supervising teller teams, processing consumer loans and new accounts, and enforcing compliance with Anti-Money Laundering laws, the Bank Secrecy Act, and the USA PATRIOT Act. The position reports to the Branch Manager and spans frontline service delivery, staff coaching, and regulatory audit readiness across the full branch team.

Career Impact: Supervisory experience at this level, combined with demonstrated fluency in Bank Secrecy Act compliance and consumer lending, is a recognized credential when moving into Assistant Branch Manager or Branch Manager roles in retail banking.

Business Impact: Teller coaching and audit readiness owned by this role directly shape whether a branch passes onsite and offsite regulatory assessments, protecting the institution's standing with regulators and its customers.

Growth Opportunity: The scope of this position, covering loan intake, new account processing, and compliance oversight in a single seat, builds the operational breadth that retail banking institutions require before promoting candidates to branch management.

• Supervise teller team performance by conducting one-on-one coaching sessions and submitting formal reviews through the HR system.
• Oversee daily branch operations including opening and closing procedures, overdraft monitoring, wire transfers, stop payments, and vault balancing.
• Process new accounts, consumer loan applications, and financial information gathering in support of branch revenue goals.
• Enforce compliance with Anti-Money Laundering regulations, Bank Secrecy Act requirements, and USA PATRIOT Act procedures across all branch transactions.
• Coach and mentor branch staff on product knowledge, service standards, and sales goal attainment.
• Coordinate with Human Resources on recruiting, onboarding, and performance management activities for branch team members.
• Represent the institution at community events and civic organizations to support local business development.
• Contribute to branch audit readiness by ensuring documentation currency and resolving operational deficiencies before scheduled assessments.

• Bachelor's degree in business, finance, or a related field, or equivalent work experience.
• 2 or more years of retail banking experience, with demonstrated exposure to teller operations and personal banking functions.
• Working knowledge of Anti-Money Laundering laws, Bank Secrecy Act requirements, and USA PATRIOT Act compliance obligations.
• Demonstrated ability to coach, train, and evaluate frontline staff in a customer-facing environment.
• Strong written and verbal communication skills applicable to both customer interactions and internal reporting.
• Ability to process consumer loan applications, new accounts, and credit-related documentation accurately and efficiently.
• Proven organizational skills with the ability to manage multiple operational priorities under time pressure.

• Prior experience in both a teller and personal banker capacity within a retail banking branch.
• Bilingual proficiency, particularly in Spanish, to serve diverse member and customer communities.
• Familiarity with branch audit processes and regulatory examination preparation in a federally supervised institution.
• Two or more years of direct supervisory experience managing a team in a service-oriented environment.

• Teller error rate per shift, reflecting accuracy of supervised transaction processing across the team.
• Branch audit pass rate, measuring compliance and documentation readiness during onsite and offsite assessments.
• New account volume per month, tracking branch contribution to deposit and loan portfolio growth.
• Staff coaching completion rate, measuring consistency of one-on-one sessions against the scheduled cadence.
• Consumer loan application processing time, reflecting efficiency from intake to decision handoff.
• Typical tools: Banking branch platforms (commonly core banking systems and teller management software) and HR performance systems.

• Base Salary Range: $45,000 to $62,000 per year depending on location and institution size.
• Bonus: Annual performance bonus, typically 5 to 10 percent of base salary.
• Equity: Not typically offered at this level in retail banking.
• Health Benefits: Medical, dental, and vision coverage standard across most US bank employers.
• PTO: 15 to 20 days annually, plus standard federal banking holidays.
• Common Perks: Employee banking fee waivers, tuition reimbursement, and retirement plan with employer match.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, including credit history review consistent with financial industry standards, are a condition of employment for this position. All qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process and in the performance of job duties. Candidates must be authorized to work in the United States without sponsorship now or in the future.

The Branch Supervisor owns end-to-end branch operations spanning inventory management, order delivery, personnel oversight, and customer service for a single location. Working alongside inside and outside sales teams, the role ensures order and inventory procedures are upheld while delivering a professional counter customer experience that sustains branch productivity.

Key Responsibilities

• Coordinate with outside and inside sales teams to meet customer needs while ensuring that proper order and inventory procedures are followed.
• Manage all employees of the branch, communicating job expectations, holding performance reviews, solving staffing needs, maintaining accurate time records and addressing performance problems as needed.
• Maintain a clean and orderly shop including vehicles for the branch location.
• Accurately enter inventory transactions on the computer with speed and efficiency.
• Receive and accurately stock inventory for the branch.
• Ensure that orders are pulled, packed and delivered according to procedure and customer specifications.
• Service needs of counter customers with professionalism and excellent customer service.

Required Qualifications

• 2 years of supervisory or management experience in a warehouse or retail location.
• Strong understanding of warehouse functions and processes.
• Experience with inventory management computer systems and processes.
• Experience with Industrial Supply order entry, management and processing.
• 2 years post secondary education.
• Ability to effectively lead a team and meet productivity standards.
• Warehouse experience in a similar distribution operation.
• Ability and qualifications to perform all branch positions including delivery driving and vendor managed inventory operations.

Embedded within the biomedical and utility technician teams, the Branch Supervisor provides leadership to streamline servicing of medical devices including infusion pumps, vents, and enteral pumps while managing workflow scheduling and daily deadlines. Working closely with supervisors, functional areas, and outside vendors, the role builds team culture, drives preventative maintenance programs, and supports ISO 13485:2016 certification compliance to sustain site quality and expansion goals.

Core Functions

• Provide leadership to biomedical and utility technician teams to streamline processes and leverage resources.
• Review and analyze reports for scheduling purposes and plan general workflow.
• Manage deadlines as a daily priority by engaging leadership team and employees to maximize productivity.
• Oversee a team of biomed and utility technicians in the servicing of medical devices such as infusion pumps, vents, enteral pumps and general exam equipment.
• Attract, select and retain talent, ensure onboarding of new employees and build team culture while inspiring productivity.
• Drive superior performance through team members by setting direction, providing feedback and creating a trust-based, inclusive work environment.
• Perform all duties under biomedical technician responsibilities including repair, preventative maintenance, cleaning, shipping and receiving, and warehouse functions as needed.
• Develop employees through regular coaching and feedback, reward and recognize employees via ongoing recognition and pay-for-performance practices.
• Manage activities related to biomed preventative maintenance and repair, develop work schedules and monitor workflow to achieve established goals.
• Supervise team members, interact with other supervisors, functional areas, management and outside vendors to complete objectives.
• Support all quality related activities pertaining to ISO 13485:2016 certification and other accreditations required by state licensing such as VAWD.

Qualifications and Experience

• 3+ years of experience working on all types of biomedical equipment or equivalent technical or educational experience.
• Bachelor's degree or higher in the Biomedical field.
• Management or leadership experience leading a team of 10 or more.
• Experience managing profit and loss.
• Proficient with Microsoft Office Suite.
• Experience with OneTrack or similar Workflow Management Systems.
• Strong team and culture building capability with a focus on building accountability for business results.
• Strong written and verbal communication skills.
• Attention to detail and ability to maintain focus with intermittent distractions.
• Strong work ethic and focus on quality work, organized and detail oriented.
• Must be able to work in professional health care settings and operate a fleet van for customer pickups and deliveries.

Reporting to the Head of Branch and Borrower Services, the Branch Supervisor manages all daily on-site operations of the Benson Latin American Collection including service desk oversight, staff supervision, and collection development coordination. Partnering with liaison librarians, Content Management, and Collection Logistics units, the role ensures research assistance, circulation activities, and technical services support are delivered to an inclusive standard that advances the library's mission.

Primary Duties

• Oversee service desk activities and provide customer services to library users.
• Explain and support library policies and procedures.
• Provide reference assistance and referrals for Benson Latin American Collection subjects in person and remotely.
• Supervise and contribute to the circulation of library materials and stacks maintenance activities.
• Supervise staff including hiring, training and reviewing and approving timesheets.
• Maintain library statistical reports and oversee processing and supervision of course materials.
• Oversee materials paging and document delivery or scanning for the library.
• Collaborate with liaison librarians, Collection Management Cross Functional Team and Collection Logistics on collection development and space planning.
• Provide technical services assistance and work with Content Management staff to identify and correct problems.
• Provide computer assistance and troubleshoot software and equipment.
• Participate in departmental, unit and library meetings and serve on committees, functional teams and working groups as needed.

Skills and Qualifications

• High school diploma or GED and four years of library work experience or relevant customer service experience.
• Bachelor's degree or higher preferred.
• Written and oral proficiency in Spanish or Portuguese.
• Experience staffing a service point in a library setting, using library circulation systems and providing research help using library resources.
• Experience supervising staff.
• Demonstrated strong user and customer service skills and orientation.
• Demonstrated ability to independently make decisions, manage workflows and solve problems.
• Commitment to diversity, inclusion, accessibility and equity and creating an inclusive library environment.
• Comfort working with printers, scanners and computers.

Sitting at the intersection of branch operations and customer service excellence, the Branch Supervisor works closely with the Assistant Manager and Branch Manager to ensure teller competency, operational soundness, and revenue generation goals are met. Operating across new account opening, loan intake, overdraft monitoring, and teller backup duties, the role develops toward full Assistant Manager responsibilities while maintaining compliance with bank policies and procedures.

Duties

• Act as backup to personal banking team to open new accounts, receive loan requests and gather credit-related information.
• Ensure the branch is operationally sound and that tellers are trained and competent in explaining all products and services offered.
• Monitor sales and service goals and process technical tasks such as opening and closing of the branch, overdraft monitoring, wire transfers, collections, stop payments and branch controls.
• Routinely provide guidance and training to branch team and actively coach and mentor team members.
• Back up new accounts and teller line as needed.
• Learn about satisfactory audits and employee management and training.
• Service less complex accounts and resolve conflicts with some assistance.

Education and Experience

• High school diploma or GED.
• Bachelor's degree preferred.
• 1+ years of retail banking experience or equivalent transferable skills.
• Some management experience preferred.
• Understanding of consumer and small business lending and overall knowledge of bank operations.
• Previous teller experience and knowledge of policies and procedures.
• Proficient in Microsoft Office Suite and banking software used in the branch.
• Training and mentoring skills with customer-focused service and sales skills.
• Ability to sit at a computer monitor for extended periods, lift up to 15 lbs and perform repetitive hand and arm movements.

A key member of the retail branch team, the Assistant Branch Supervisor assists in managing daily operations including inventory control, reporting, and sales management while supervising and training staff toward company goals. Collaborating across store operations and customer-facing sales activities, the role sustains product flow and customer satisfaction through structured sales planning and consistent relationship management.

Accountabilities

• Assist manager in managing daily operations including inventory control, reporting, housekeeping and sales management.
• Supervise and train staff in accordance with company guidelines and toward achieving company goals.
• Deliver good customer service in efforts to close sales and maintain good relations.
• Monitor overall retail operation and sales activities.
• Manage retail daily operation and flow of products.
• Develop, schedule and implement sales plans to increase sales volume and achieve customer satisfaction.
• Maintain good relationships with customers.

Position Requirements

• Candidates must possess at least SPM or Diploma or relevant qualification.
• Good command of spoken Bahasa Malaysia and English.
• Result-oriented with good supervisory skills and excellent customer service skills and product knowledge.
• Good fashion sense, approachable, sales-driven and positive working attitude.
• Willing to work shifts, weekends and public holidays.

Sustained monthly growth in incoming and completed city orders depends on the Branch Supervisor, who oversees advertising campaigns, partner recruitment, driver coordination, and city council engagement to expand service reach. Based within a local branch structure, the role applies marketing expertise and personnel management experience to drive promotional initiatives and build the delivery partner network that underpins operational scale.

Role Responsibilities

• Increase incoming and completed orders in the city on a monthly basis.
• Work with advertising agencies on ordering advertising material and installation of outdoor advertising.
• Search for places to advertise the service.
• Organize and conduct promotional campaigns.
• Search for and attract potential partners in the delivery business.
• Work with drivers and interact with city council.

Background and Experience

• Experience in marketing, including organization and participation in product or sales promotion or brand promotion and calculating advertising budgets.
• Experience in personnel management.
• Knowledge of English at B2 level or higher.
• Excellent communication skills and ability to get along with people at all levels.
• Goal-oriented with ability to work independently and under pressure.
• Autonomy and desire to solve complex problems.

As the Branch Supervisor, this role leads daily branch operations including new account processing, consumer loan closing, teller drawer management, and community representation while building and retaining a high-performing branch team. The branch relies on this work to maintain full regulatory compliance with Anti-Money Laundering laws, Bank Secrecy Act, and USA PATRIOT Act requirements while generating new business through cross-marketing and civic engagement.

Leadership Responsibilities

• Develop a strong team within the branch including selecting, interviewing, hiring, continually developing staff, mentoring and evaluating individual team member performance.
• Participate in daily branch operations by actively processing branch transactions including opening and processing new accounts, referrals, running a teller drawer and maintaining accounts and inventory of branch items.
• Accept applications, gather required financial information and close consumer loans.
• Provide efficient and courteous customer service, cross-market products and services to generate new business for the financial institution.
• Represent the financial institution in community events and civic organizations.
• Make independent decisions within bank policy and procedures while following all bank policies including Anti-Money Laundering laws, Bank Secrecy Act and USA PATRIOT Act.
• Ensure compliance with all bank and regulatory policies and verify that documentation is kept current, properly prepared and relevant.
• Partner with Human Resources in recruiting new talent, training and onboarding of new employees, performance management and employee career development.

Minimum Qualifications

• Three to five years of banking experience required.
• Two years of teller-related experience required.
• Two to three years of client service and sales experience preferred.
• High school diploma or equivalent required, secondary education preferred.
• Previous people management experience highly preferred.
• Ability to communicate orally and in writing with customers and co-workers in a courteous and professional manner.
• Strong passion for customer service, analytical and problem-solving skills and ability to leverage client insights to drive solutions.
• Strong attention to detail, highly organized and ability to maintain a high level of confidentiality.
• Ability to work both independently and collaboratively in a team environment.

Branch Supervisor leads a customer-facing sales team by training new hires, setting performance goals, and facilitating cross-functional communication to drive conversion targets and lead generation outcomes. The work directly supports branch profitability by embedding ownership and accountability across team members while ensuring scheduling adherence and sustained service quality.

Day-to-Day Responsibilities

• Lead the team to ensure that daily responsibilities and assigned tasks are completed and maintained at performance standard levels.
• Train and develop new hires and ensure necessary tools and information are in place to support success.
• Build strong teams through goal-setting, motivation and follow-up to reach goals.
• Improve the team and facilitate communication among members.
• Meet and exceed departmental objectives including conversion targets and lead generation.
• Create a sense of ownership within employees and resolve employee issues as needed.
• Communicate the company's purpose, core values and vision to employees.
• Ensure that employees follow their schedules as designed and document general reports on each team member's performance and targets.
• Strive for new ways to increase sales opportunities and facilitate cross-functional communication within employees for improved working conditions.

Required Qualifications

• Minimum of 1 to 2 years of work experience in sales and customer service.
• Must be at least 21 years old and hold a valid driver's license with a clean driving record.
• Strong knowledge of customer care techniques and processes.
• Ability to coach, motivate and interact with others.
• Ability to prioritize and meet deadlines across multi-staff members within the department.
• Strong supervisory, communication, organizational and interpersonal skills.
• Ability to manage stressful or unusual situations to maintain good customer service.
• Ability to communicate in other languages is a plus.

The Branch Supervisor owns day-to-day teller supervision and branch operation continuity in the absence of the Branch Manager, ensuring exceptional customer experience through coaching, compliance oversight, and audit readiness. Working alongside branch leadership, the role mentors the teller team, manages staff coverage, and serves as the primary operational resource for policies and procedures that protect the bank's risk position.

Scope of Work

• Serve as the go-to person for the day-to-day successful operation of the branch when the Branch Manager is not present.
• Conduct one-on-one employee meetings with assigned team members to provide coaching and feedback.
• Provide performance feedback to the manager on teller performance and submit performance reviews and improvement plans via the HR system.
• Ensure assigned team members resolve any compliance and operational issues and identify additional training opportunities.
• Partner with leadership to recognize individual and team success and act as a mentor to develop the teller team.
• Demonstrate and perform teller duties as required to minimize the bank's risk.
• Contribute to the overall success of branch audits both onsite and offsite.

Experience and Qualifications

• Bachelor's degree or equivalent experience.
• Previous working experience in a retail banking environment, including experience as both a teller and banker.
• Strong problem-solving, verbal and written communication and customer service skills.
• Good conflict resolution skills and leadership ability.
• Desire to meet the financial needs of customers and community.

Reporting to the Compliance Department, the Branch Supervisor delivers daily supervision of independent contractor financial advisors, reviewing advertising, sales literature, correspondence, transactions, and exception reports to ensure full regulatory and company compliance. Partnering with registered representatives and internal compliance teams, the role investigates customer complaints, approves new accounts, and enforces anti-money laundering procedures that uphold broker-dealer regulatory standards.

Strategic Responsibilities

• Supervise the sales activities of registered representatives and conduct and evidence the suitability analysis of transactions.
• Review and approve incoming and outgoing correspondence and email.
• Assist in resolving paperwork and other account-related deficiencies and inquiries.
• Review and approve new accounts and track, report and resolve deficiencies and inquiries related to new account opening and anti-money laundering procedures.
• Assist the Compliance Department in the investigation and resolution of customer complaints.
• Ensure that all advertising and sales literature is reviewed and approved.

Technical Qualifications

• FINRA Series 24 and 66 licenses required or ability to obtain within 90 days.
• Minimum of two years of compliance and/or supervisory experience.
• Strong knowledge of financial services industry, products and services, broker-dealer regulatory issues and compliance policies and procedures.
• Aptitude for analysis, investigation and problem-solving.
• Strong oral and written communication, organization, conflict management and leadership skills.
• Self-motivated with the ability to achieve results in an independent environment and comfort with technology and training delivery.
• Demonstrated ability to cope with change and manage multiple priorities.

Embedded within Orange County's Credit Union branch team, the Branch Supervisor assists in managing daily branch operations and leads employees to deliver extraordinary Member experiences that grow promoter scores and referral volume. Working closely with members in escalated encounters and across department teams, the role applies sound judgment, a people-first communication approach, and systems thinking to sustain member satisfaction and exceed individual sales and referral goals.

Operational Focus

• Utilize Voice of the Member surveys, feedback and personal interactions to improve processes, member service and Net Promoter Score.
• Use sound judgment to analyze and resolve issues, determine appropriate action and lead employees in resolution to ensure member satisfaction.
• Demonstrate tact, diplomacy and effective communication with members in escalated encounters and with employee conflicts, focusing on a people-first philosophy.
• Meet and exceed all individual sales and referral goals and encourage and coach others to achieve their sales and referral goals.
• Utilize a systems thinking approach and consider how decisions affect other departments and teams.
• Utilize multiple systems and critical applications to properly maintain member account transactions.

Knowledge, Skills and Abilities

• College degree in business or equivalent work experience and knowledge.
• Two years of experience in directly managing, coaching and developing employees.
• One year of experience developing community and business relationships.
• Three years of relevant sales and customer service experience in a financial institution.
• Spanish bilingual required.
• Position may require working evenings, Saturdays, weekends and early mornings.

Branch Supervisor supports the branch management team by supervising operational activities, sales and margins, recruitment, and health and safety compliance to attract new business and sustain overall branch success. Success in the position means best practice standards and company policies are consistently met, cost-saving opportunities are identified, and the Assistant Branch Manager is effectively deputized for during absences.

Functions

• Ensure best practice standards and company policies are met across all branch operations.
• Motivate individuals within the team and regularly communicate branch and company performance.
• Take overall responsibility for all administrative and auditable tasks.
• Contribute and communicate ideas, proposals and initiatives for improving operations and administration procedures to develop and expand the company.
• Adhere to the company's high standards of health and safety and security.
• Capitalize on opportunities for cost savings across the business.
• Deputize for the Assistant Branch Manager in their absence.

Professional Experience

• Previous sales and operations experience required.
• Commercial awareness of the industry.
• Desire to progress into branch management.
• Excellent communication, influencing and negotiating skills both oral and written.
• Excellent time management skills and ability to prioritize responsibilities under pressure.
• Excellent IT skills including Word, Excel and Outlook.
• Ability to be hands-on and lead from the front when required.
• Role-model behaviors including high levels of integrity, honesty and confidentiality.

The Branch Supervisor delivers customer-focused sales support by coordinating sales representative schedules, identifying customer needs, and working alongside the sales team to close business and meet quotas. Working with the broader sales organization, the role builds empathetic customer relationships and provides solutions that contribute directly to branch revenue performance.

Work Activities

• Understand customer needs and offer solutions and support.
• Organize and coordinate sales representatives' schedules.
• Help drive a positive customer experience by building relationships, exhibiting empathy and providing solutions to their needs.
• Work with sales team when closing sales.
• Meet all sales quotas and goals.

Background and Experience

• High school degree or equivalent.
• Bachelor's degree in business administration, business or related field preferred.
• Two years of previous experience in customer support, client services or individual sales or a related field.
• Excellent verbal and written communication skills.
• Ability to work successfully as part of a team.