Branch Support Specialist

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Schedule: Monday-Friday, Non-Exempt/Hybrid.

Summary: Travis Credit Union’s (TCU) Branch Support Specialist is responsible for providing the operational infrastructure, process and procedural governance, systems support, branch process procedure readiness, and performance required for successful branch operations across the retail network.

The role ensures that branches have the tools, systems, information, processes, procedures, and operational guidance necessary to deliver exceptional member experiences while maintaining compliance, risk management, and operational efficiency. The team partners closely with Branch Management, Technology, Risk Management, Learning & Development, Facilities, Deposit Operations, and other business units to support operational execution, technology adoption, process improvements, and organizational initiatives.

This function plays a critical role in supporting branch performance by driving operational consistency, maintaining procedural integrity, facilitating communication, supporting branch initiatives, and identifying opportunities to enhance employee productivity and member service delivery.

Profile:

• Provides operational support and guidance to branch personnel through various support channels including ticketing systems, email, phone, and direct messaging.
• Maintains service level agreements while delivering timely, accurate, and professional support.
• Develops, maintains, and governs branch policies, procedures, operational standards, and knowledge management resources.
• Partners with business units to ensure operational procedures remain aligned with regulatory requirements and organizational objectives.
• Provides administration, maintenance, troubleshooting, and support for branch systems, applications, products, and services.
• Develops governance with technology teams and vendors to resolve operational issues and maximize branch system availability.
• Manages branch readiness activities for organizational changes, including process updates, system enhancements, and product launches.
• Performs operational reviews, audits, quality assurance activities, and branch assessments to identify risks and improvement opportunities.
• Drives operational performance measurement through reporting, data analysis, and trend monitoring.
• Collaborates with Learning & Organizational Development to ensure training materials, procedures, and operational resources remain current and effective.
• Implements process improvement opportunities that enhance operational efficiency and employee experience.
• Drives branch technology adoption and change management initiatives.
• Maintains strong partnerships across the organization to promote consistent operational execution.
• Implements special projects, strategic initiatives, and operational improvement efforts.
• Stays current on applicable regulations, operational requirements, industry trends, and organizational policies.
• Drives introduction, testing, implementation, and integration of new programs, products, systems, ongoing support and services into the branch environment.

Not all functions/tasks are listed above; however, those listed are considered essential.
Skills:

• Ability to deliver responsive, accurate, and effective support to enable branch employees to serve members efficiently.
• Expertise in developing, maintaining, and governing operational procedures and knowledge resources that support consistency and compliance.
• Working knowledge of branch systems and technologies and assists with troubleshooting, implementation, and adoption activities.
• Effective communication skills (both verbal and written) to promote operational information through multiple channels and the ability to adapt messaging to diverse audiences.
• Interprets operational data, identifies trends and root causes, and develops practical solutions to improve operational effectiveness.
• Knowledge of process improvement methodologies and operational efficiency practices that enhance service quality and effectiveness.
• Skilled in supporting successful implementation and adoption of new processes, technologies, and organizational initiatives.
• Solid understanding of applicable regulations and operational controls to support compliance and risk mitigation.
• Strategically builds productive partnerships throughout the organization to achieve operational objectives.
• Demonstrated service excellence principles and the ability to balances operational controls with service expectations to create positive experiences for both employees and members.
• Strong financial and business acumen to maximize resource utilization, evaluate investments, and drive business results.

Reporting and Experience:

• Associate Branch Support Specialist
  • Reports directly Manager, Branch Support
  • High school diploma or equivalent.
  • Minimum 2 years of banking, retail, customer service, or administrative experience.
    
    
• Branch Support Specialist
  • Reports directly Manager, Branch Support
  • High school diploma or equivalent.
  • Minimum 3 years of operational banking experience.
    
    
• Senior Branch Support Specialist
  • Reports directly Manager, Branch Support
  • High school diploma or equivalent. Bachelor's degree preferred.
  • Minimum 5 years of operational banking experience.

Compensation:

• Associate Branch Support Specialist: Grade 10 Non-Exempt: $25.57 - $31.58/hour
• Branch Support Specialist: Grade 12: $30.59 Non-Exempt: $37.70/hour
• Senior Branch Support Specialist: Grade 14 Non-Exempt: $36.47 - $45.06/hour

Benefits:
At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer.
EOE / Individuals with Disabilities / Veteran Status