GFA Federal Credit Union


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  • Jul 03, 2024

Retail Supervisor

GFA is looking for a Retail Supervisor who will lead the branch team while focusing on building strong financial relationships with our members.

As the Retail Experience Advisor Lead, the right individual will establish new member relationships and enhance current member relationships by proactively offering GFA products and exemplary member service.

Essential Functions and Responsibilities:

  • Supervise the daily operations of the branch according to established GFA policies and procedures.
  • Utilize knowledge and experience in exercising discretion and independent judgement in resolving member issues and concerns.
  • Provide day-to-day supervision of branch operations ensuring organizational standards of high member service is met consistently and is seen as the expert in all aspects of financial transactions.
  • Work to establish new member relationships as well as maintain and strengthen current relationships through education of product offerings including deposit accounts, residential and consumer loan offerings and ancillary products.
  • Provide direct day-to-day supervision of staff and educates them on sales and service expectations.
  • Apply advanced knowledge and experience to situations and recognize potential concern for fraud or other loss, including reputation risk to a member or GFA.
  • Manage all employee time keeping responsibilities including but not limited to PTO requests and timecard corrections; ensuring the accuracy and prompt approvals for payroll processing and taking the appropriate action when necessary. This includes both employee and managerial approvals are completed according to said deadlines.
  • Process all financial transactions, practice sound cash handling processes, and answer inquiries of a more complex concerns on members’ accounts including opening deposit accounts, term share renewals, wires, stop payments, line reconciliation. Assist in monthly spot audits and other branch operational tasks.
  • Demonstrate proficiency in daily credit union operations, banking services, product knowledge.  Engage with members via in-person, phone, or email effectively.
  • Participate in vault, coin machine, and ATM balancing.
  • Follow guidelines and policies to limit risk exposure of fraudulent transactions to the organization and its members by adhering to GFA’s policies, procedures, and security guidelines.
  • Work with the Retail Regional Manager and/or Retail Manager to ensure that growth and budget goals are met to ensure branch profitability and individual sales goals are attained.
  • Train and develop staff on operational and service aspects of their position through coaching and modeling behavior and has direct input in the performance management process.
  • Provide direct day-to-day supervision of staff and educate them on sales, drive time campaigns, and service expectations, and is seen as the expert in branch transactions.
  • Work independently and exercise a high degree of decision making in daily branch operations; act as the custodian of the branch in absence of a Retail Manager ensuring the branch operates in an efficient manner while adhering to GFA policies and procedures.
  • Will be required to respond to alarm/security calls during non-business hours per GFA protocol.
  • Required to travel between branches as needed.
  • Other duties as assigned.

Additional Responsibilities:

  • Model and promote the behaviors of the Credit Union’s core values, actively work to enhance the member and employee experience throughout the Credit Union.
  • Participate in the Credit Union’s Community/Civic Engagement Program which requires participation in community events throughout the year.
  • Act as a role model for staff by completing tasks in a timely and accurate manner. Demonstrate a commitment to learning by cross training on other functions as required.
  • Participate, complete, and attend mandatory training and/or online assignment for regulatory compliance.

Knowledge and Skills:

  • High School Diploma or equivalent
  • Microsoft Office Suite
  • Strong written and verbal communication skills
  • High level of confidentiality and accuracy
  • Strong organization skills and the ability to multi-task
  • Ability to work in a team environment
  • Strong member service skills
  • Flexibility and the ability to adapt to change

Physical Requirements:

  • General office environment
  • Ability to stand for long periods of time

Position location: Massachusetts and New Hampshire regions. This position may require floating between branch locations.

When submitting application please include your salary requirements. Applications without the requested information will not be consideredNo phone calls please.

GFA offers competitive wages and an excellent benefits package which includes: medical, dental, vision, STD, LTD, Life, 401K with match and more. For more information visit our website at

GFA is an equal opportunity employer

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