Michigan First Credit Union

Member-owned financial cooperative serving Michigan residents

Branch Support Assistant Manager

Retail & Commercial BankingConfirmed live in the last 24 hours

Full-timeLathrup Village, MI, USAIn-person

About the Job

Requirements

An associate's degree or equivalent from a two-year college or technical school, plus at least three years of related experience and/or training at a leadership level in a financial institution; an equivalent combination of education and applicable work experience is also considered.
Expert knowledge of branch-related legal matters, including powers of attorney, trusts, estates, and conservatorships.
Full understanding of credit union products and services and the ability to assist members in using them.
Thorough knowledge of the credit union's computer system for complex input/output tasks.
Ability to identify issues, problems, or concerns and mentor team members individually or in groups toward resolutions.
Strong organizational and time-management skills, with the ability to set objectives independently and take initiative.
Ability to multitask and produce accurate work in accordance with established processes, procedures, and regulations.
Ability to communicate effectively with prospective and current members and represent the credit union professionally.
Ability to work attentively and accurately in a fast-paced environment.

Responsibilities

Support member service across the credit union and provide information support to branches.
Supervise and coordinate mailroom team activities by directing the development, implementation, and maintenance of the mailing system.
Manage the credit union's supply and inventory system.
Assist in Branch Support functions, including debit and ATM dispute packets, account research, IRA transactions, certificate accounts, procedure updates, department operations, and daily team balancing.
Update and implement branch procedures and resources on The Hub.
Assist the Branch Support Manager with the Signature Guarantee/Medallion program and perform Notary Public functions.
Serve as a branch resource for legal matters and review and submit documents or questions to the AVP-Operations for legal review.
Identify, communicate, and implement process and efficiency improvements for Branch Support, Facilities, and Branch Operations.
Coordinate sorting and delivery of incoming and outgoing mail, packages, and courier bags; organize outgoing mail and maintain the mailroom.
Maintain the postage meter and equipment, order supplies, and update compliance materials.
Oversee the mutilated currency process with branches and the Bureau of Engraving and Printing.
Oversee the unclaimed property process for deposit accounts and safe deposit boxes with the State of Michigan.
Assist Facilities with supply ordering, team member access, and the credit union inventory system.
Oversee completion of debit, ATM, and point-of-sale debit card disputes in compliance with federal regulations.
Create clear documentation responding to disputes.
Identify and analyze debit and ATM card fraud cases and cardholder information; communicate with merchants and cardholders to protect accounts and prevent loss; investigate fraud causes, methods, and processes; and produce prevention and analysis reports.
Assist with vendor Mint events and ensure venues are set up according to client requests when the Facilities Manager or Coordinator is unavailable.
Maintain knowledge of Roth, health savings, traditional, and educational IRAs, including disbursements, required minimum distributions, corrections, contribution limits, trustee-to-trustee transfers, and rollover transfers; perform maintenance to address irregularities.
Maintain accurate transaction records and reports and update credit union policies and procedures to reflect legislative and regulatory changes.
Process and oversee work-queue tasks and daily and monthly reports.
Assist with annual tax reporting and related internal processes.
Maintain knowledge of certificate account maintenance, including rates, interest calculations, terms, and dividend payments.
Assist with and lead special projects focused on efficiency improvements.
Assist the Branch Support Manager with team member training and development and provide performance feedback.
Apply knowledge of financial institution regulations and internal policies to ensure compliance.
Analyze and resolve member or team member matters.
Adhere to credit union member service standards.
Directly supervise Branch Support Team employees, including training, planning, assigning, scheduling, and directing work; appraise performance; reward and discipline team members; address complaints; resolve problems; and make decisions.
Perform other duties as assigned.

Location : Address

27000 Evergreen

Location : City

Lathrup Village

Location : Postal Code

48076

Responsibilities

SUMMARY:

The Branch Support Assistant Manager is responsible for supporting the member service efforts of the Credit Union in a variety of ways. Branch Support is the primary information support team for all the branches. Supervising and coordinating activities of team members in the mailroom by directing the development, implementation, and maintenance of the mailing system. The Branch Support Assistant Manager is responsible for managing the Credit Union’s supply and inventory system.
The Branch Support Assistant Manager is trained to assist in all areas of Branch Support including but not limited to Debit/ATM dispute packets, account research, IRA transactions, certificate accounts, creating and updating procedures, assist with the department operations, and ensuring the team is in balance daily.
This position requires an ability to communicate effectively with prospective and current members and to represent the Credit Union in a positive and professional manner.

RESPONSIBILITIES:

Responsible for supporting the branches by updating and implementing new procedures and resources as needed on The Hub.
Assist the Branch Support Manager with the Signature Guarantee/Medallion program, plus Notary Public essential functions.
Branch resource for legal related matters. Reviews and submit documents or questions for legal review to AVP-Operations.
Identify, communicate, and champion process and efficiency opportunities that will benefit internal and external members. Implement recommendations for process improvements for Branch Support, Facilities, and Branch Operations.
Coordinates the process of sorting and delivering all incoming and outgoing mail, package deliveries, and courier bags. Organize the distribution of outgoing mail and maintain an organized mailroom.
Responsible for the upkeep of the postage meter, equipment maintenance, supply orders, and compliance related updates.
Oversee the mutilated currency process with the branches and Bureau of Engraving and Printing.
Oversee the unclaimed property process to the State of Michigan for deposit accounts and safe deposit boxes.
Assist Facilities with supply ordering process, team member access and Credit Union inventory system.
Responsible for overseeing the completion of Debit, ATM and POS debit card disputes while maintaining compliance with the Federal Regulation.
Create clear, concise, and compelling documentation to respond to disputes.
Identifies and analyzes the Debit/ATM card fraud cases and cardholder information. Communicates with merchants and cardholders to ensure their account safety and prevent loss. Investigates and analyzes the causes, methods and process of fraud activities and generates Debit/ATM card fraud prevention and analysis reports.
Responsible for assisting with the Mint events with our vendor and ensuring that the venue is set up per the client’s request when the Facilities Manager or Coordinator are not available.
Responsible for having knowledge of IRAs, Roth, HSA, Traditional, and Educational IRAs including but not limited to disbursements, RMDs, account corrections, contribution limitations, Trustee to Trustee transfers, Rollover transfers, etc. and performing any maintenance due to any other irregularities.
Responsible for keeping accurate records and reports on all transactions and for learning and updating Credit Union policies and procedures in accordance with any changes to legislation or government regulations.
Responsible for processing and overseeing the work queue tasks, daily and monthly reports.
Responsible for assisting with the annual tax reporting along with any internal processes.
Must have knowledge of certificate accounts maintenance, including but not limited to interest rates, interest calculations, terms, dividend payments, etc.
Assist and spearhead special projects with focus on efficiency improvements.
Responsible for assisting the Branch Support Manager with training and developing team members while providing performance feedback.
A deep understanding of financial institutions regulations and internal policies to ensure proper adherence.
The ability to analyze situations and resolve member or team members matters.
Must adhere to all member service standards as set forth by the credit union.
Performs other duties as assigned.

LEADERSHIP RESPONSIBILITIES:

Directly supervises employees in Branch Support Team; carries out leadership responsibilities in accordance with our policies and applicable laws. Responsibilities include team member training, planning, assigning, scheduling, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems and making decisions. Follows our “Leadership Code of Conduct.”

Qualifications

QUALIFICATIONS:

Associate's degree or equivalent from two-year college or technical school; plus at least three years of related experience and/or training at a leadership level in a financial institution (i.e., Loan Manager, or Member Services Manager); equivalent combination of education and applicable work experience will also be considered.
Skilled expert in legal related matters presented to the branches, such as Power of Attorney, Trusts, Estates, Conservatorships, etc.
Must fully understand Credit Union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and team members. Must maintain a professional appearance and demeanor.
Thorough knowledge of Credit Union's computer system for performing complex input/output tasks.
Must enjoy working in a fast-paced environment that requires attention to detail, accuracy and working with people.
Must possess the talent to easily identify issues, problems or concerns, and mentor team members both individually or in a group to self-discover resolutions and solutions.
Must possess strong organizational and time management skills and the ability to perform independently in setting objectives and take initiative to proceed properly.
Must be able to multi-task and accomplish a high degree of accurate work that adheres to established processes, procedures and regulations.

Who We Are

Michigan First Credit Union was founded 100 years ago (1926) by educators and delivers world-class service to more than 160,000+ members at our branches throughout the State of Michigan, and we’re still growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture, centered around service, professionalism, and growth.

Michigan First highlights:

500+ team members
32 locations spanning Grand Rapids, Jackson, Lansing, Muskegon and throughout Metro Detroit
Industry leader in community support and charitable giving through the Michigan First Foundation
Member Services Call Center operates 24/7/365
Over $1.5 Billion in assets

Awards Michigan First Credit Union has been the proud recipient of:

2025 Best & Brightest in the Nation
2025 Best & Brightest in Metro Detroit
2025 Best & Brightest in West Michigan
2025 Best Credit Unions to Work For
2025 Crain’s Cool Places to Work in southeast Michigan
2025 Detroit Free Press Top Workplaces
2025 Financial Services Top Workplaces
2025 Fall Culture Excellence Top Workplaces
2024 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level
2021 Credit Union of the Year by NAFCU (National Association of Federally-Insured Credit Unions)

Benefits and perks of joining our award-winning team include:

Very competitive pay
Low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
401(k) - 100% match up to 5% deferral
Tuition reimbursement for both Undergraduate and Graduate degree program
Access to a complimentary concierge service that assists with nearly any item on your to-do list
Free, state-of-the-art fitness center at our Lathrup Village headquarters with exercise equipment, showers and locker rooms
Wellness initiatives and events throughout the year to help team members stay healthy
Loan discounts for certain secured and unsecured loans and mortgages
Opportunities for pay increases, incentives and profit-sharing, based on performance
Onsite subsidized top notch Cafe 26 for team members' use
Onsite bowling center

Michigan First Credit Union is an Equal Opportunity Employer.

About the Company

Michigan First Credit Union

Member-owned financial cooperative serving Michigan residents

Michigan First Credit Union provides financial services to members in Michigan. It serves residents and businesses with savings, checking, loans, mortgages, and other financial products, backed by over $1.4 billion in assets and a member base of more than 165,000. Members gain access to accounts and services to manage money, borrow, save, and invest, using in-branch or digital channels. Unlike for-profit banks, it is a member-owned credit union that pools members’ deposits to offer competitive rates and personalized service. The organization differentiates itself through its community focus, local presence, and nonprofit structure aimed at returning value to members rather than maximizing profits. Its goal is to provide high-quality financial products and services to Michigan residents and businesses while growing its membership and maintaining financial stability.

Company size: 201-500
Company stage: Grant
Total funding: $3.7M
Headquarters: Lathrup Village, MI
Founded: 1926

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