Position Summary

The Branch Manager — SGC leads the day-to-day operations, sales performance, member experience, and team development of the CUTX SGC branch. The role builds and develops a high-performing team that consistently meets or exceeds sales and service goals defined by CUTX's strategic plan and core values, manages branch financial and operational performance, ensures the security and maintenance of the physical facility, and represents CUTX in the local community. The Branch Manager partners with Business Development, Lending, and other support functions to grow membership, deepen relationships, and deliver a consistent, member-centric experience while operating within CUTX policy, regulatory requirements, and AI governance expectations.

Key Responsibilities

Branch Leadership & Team Development

• Develop each team member through ongoing coaching, training, and feedback to meet or exceed sales and service standards.
• Meet regularly with each team member to review performance and hold team members accountable to sales and service goals established by leadership.
• Conduct annual performance evaluations and ongoing performance conversations.
• Lead sales training meetings and team huddles for branch employees.
• Administer corrective action when necessary, up to and including termination, to hold team members accountable for performance and behavior.
• Identify exceptional talent through CUTX's hiring process and make recommendations for advancement, promotion, or other internal opportunities.
• Motivate fellow staff to meet or exceed established goals and foster a culture of teamwork, positivity, and accountability.

Sales, Service & Member Experience

• Own responsibility for meeting or exceeding branch sales and service goals, including loan production, deposit growth, and member satisfaction.
• Receive and respond to member feedback, resolving escalated member issues with professionalism and discretion.
• Deliver an exceptional, member-centric experience and model CUTX service standards for the team.
• Serve as Notary Public and perform Signature Guarantee as needed.
• Work closely with Business Development to identify and pursue growth opportunities within the Sherman/Grayson County community.

Branch Operations & Financial Management

• Plan, coordinate, and manage all credit union services and activities of the branch.
• Assign and delegate daily work assignments to all branch team members.
• Review and evaluate reports of branch activities, including staffing, loans, deposits, overdrafts, charge-offs, and audits, to meet credit union performance objectives.
• Leverage management tools and reports to analyze, identify, and strategically address trends.
• Manage branch expenses within an approved budget and authorize the payment of branch bills.

Facility Security & Physical Premises

• Accept responsibility for the overall security of the branch, including keys, combinations, documents, records, and negotiable items.
• Oversee the daily maintenance, well-being, and security of the physical facility.
• Ensure opening, closing, and dual-control procedures are consistently followed.

Risk, Compliance & Documentation

• Perform job duties within CUTX bylaws, regulations, Board of Directors policies, established internal and external service standards, and work procedures.
• Ensure branch compliance with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control, and USA PATRIOT Act requirements as they apply to branch operations.
• Maintain audit-ready records of branch transactions, cash handling, and member interactions; promptly remediate audit and exam findings.
• Identify and escalate suspicious activity, potential fraud, and member-harm concerns through appropriate channels.

Enterprise Partnership & Communication

• Demonstrate enthusiastic support of the CUTX corporate mission, core values, and long-term objectives.
• Promote strategic initiatives and objectives throughout the credit union to help meet established goals.
• Enhance organization-wide communication between the branch and support departments.
• Seek to understand and appreciate different perspectives and employee feedback from other departments.
• Perform other duties as required to maintain credit union services and operations.

Performance Outcomes & KPIs

Qualifications

Education

• High school diploma or equivalent required.
• Bachelor's degree and/or equivalent experience and certifications preferred.

Experience

• Minimum four to six (4–6) years of related experience in a financial institution environment, or equivalent.
• Demonstrated experience leading a branch or retail team, including coaching, performance management, and sales/service goal attainment.
• Prior credit union experience preferred.
• Bilingual English / Spanish preferred.
• Prior experience using analytics or AI-augmented productivity, coaching, or pipeline tools preferred.

Licenses, Registrations, and Certifications

• Notary Public commission (or ability to obtain within an agreed timeframe).
• Valid Texas driver's license for periodic travel to other CUTX locations and community/business development events.

Knowledge & Skills

• Working knowledge of consumer deposit, lending, and credit union service products and operations.
• Working knowledge of BSA/AML, OFAC, USA PATRIOT Act, Regulation CC, Regulation D, and other regulations applicable to retail branch operations.
• Effective verbal and written communication skills, including tact and diplomacy when working with internal and external members.
• Strong cognitive thinking, problem-solving, and sound decision-making skills.
• Excellent member-centric service skills and the ability to model service standards.
• Ability to multi-task and work under the pressure of deadlines in a fast-paced environment.
• Ability to consistently coach and develop team members.
• Basic mathematical skills as applied to the financial services industry.
• Proficiency with Microsoft Office, telephone systems, 10-key calculator, and the ability to learn CUTX's core, lending, and reporting systems.
• Character built on integrity and sincerity; relatable, approachable leadership style.
• Goal-oriented with the ability to stay focused and lead a team to results.

Core Competencies

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Branch Manager - SGC is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted branch performance analytics — AI synthesizes sales, service, staffing, and operational data to highlight trends and coaching opportunities.
• AI-assisted coaching and performance preparation — AI helps draft coaching notes, performance summaries, and meeting preparation content for review by the Branch Manager.
• AI-assisted member communication drafting — AI helps draft non-adverse, non-regulated member correspondence and internal communications.
• AI-assisted scheduling and operational planning — AI supports staffing, scheduling, and workload-balancing recommendations.
• Document summarization and meeting recap — AI extracts and summarizes content from policies, training materials, and internal meetings.

AI Tier and Human-in-the-Loop Responsibility

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Branch Manager - SGC retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Branch Manager - SGC is required to:

• Apply human-in-the-loop review on every AI-generated coaching note, performance summary, member-facing communication, and operational recommendation before action is taken.
• Stop reliance on AI output and escalate immediately if output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
• Refrain from entering member non-public personal information (NPI), confidential CUTX information, or material non-public information into any AI tool not explicitly approved for that data classification.
• Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.

Approved AI Tools

The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):

• CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
• CUTX-approved analytics and reporting tools deployed within the retail/branch platform.
• CUTX-approved workforce management or scheduling tools with AI features.

Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.

Prohibited AI Use

In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:

• Using AI output as the sole basis for any adverse member action (e.g., account closure, denial of service) or adverse team-member action (e.g., termination, formal discipline).
• Entering member NPI (full account numbers, Social Security numbers, signature cards, loan documents) into any AI tool not explicitly approved for that data classification.
• Using consumer AI tools to draft member-facing regulated notices (adverse action notices, BSA-related communications); these must be drafted from approved templates and reviewed per existing procedure.
• Using AI tools outside the approved list without prior approval from the VP, Retail Delivery and the AI Council (Generative AI Usage Policy §4).

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Branch Manager - SGC is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.

AI-Specific Compliance Obligations

The Branch Manager - SGC is responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.

Role-Specific Compliance Obligations

• Bank Secrecy Act / Anti-Money Laundering (BSA/AML) and OFAC requirements as they apply to retail branch operations, including CTR/SAR awareness and escalation.
• USA PATRIOT Act, Customer Identification Program (CIP), and Customer Due Diligence (CDD) requirements at account opening.
• Regulation CC (funds availability), Regulation D, Regulation E, and Regulation DD as applicable to deposit operations.
• Truth in Savings Act and applicable consumer disclosure requirements.
• GLBA and the Safeguards Rule with respect to member information handled in the branch.
• CUTX Retail / Branch Operations Policy, Cash Handling and Dual Control procedures, and Physical Security policy.
• CUTX Code of Conduct and member privacy policies.

Working Conditions & Physical Requirements

This role is performed on-site at the CUTX SGC branch (Sherman/Grayson County), with periodic travel to other CUTX locations, training events, and community/business development activities. The work environment is a typical retail branch setting with no hazardous or significantly unpleasant conditions. Essential physical activities include the ability to remain stationary at a workstation or teller line for extended periods; frequent use of fingers, hands, and wrists for typing, handling cash and documents, and operating standard office equipment; clear talking and average hearing to convey detailed instructions and engage members and team members; average visual acuity to prepare and inspect documents and operate computer systems; and occasional standing, walking, reaching, stooping, kneeling, or crouching, with the ability to occasionally lift and move up to 10 pounds. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.

Acknowledgement & Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.

Employment with CUTX is at-will. This job description does not constitute an employment contract.

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