eBranch Manager
7 days ago
Golden
Job Description JOB TITLE: eBranch Manager REPORTS TO: VP of Member Experience and Retail Delivery CLASSIFICATION: Exempt WORK ARRANGEMENT: Onsite SUMMARY/OBJECTIVE: Manages and influences the performance of the eBranch with a particular emphasis on relationship-driven sales, service, and advocacy efforts. Provides leadership, training, development, coaching and other necessary resources to direct reports to achieve desired results. Directs eBranch employees’ activities towards attainment of established group and individual goals. Ensures established policies and procedures are followed. Promotes high morale and exhibits positive attitudes toward members, fellow employees, and vendors while instilling a sense of team spirit throughout the eBranch. This position is responsible for fostering an empowered and well-trained advocacy environment that allows employees to provide consistent member experience throughout remote delivery channels including but not limited to online banking, bill pay, and phone center, demonstrating the values reflected in the K.E.G. of Excellence. DUTIES & RESPONSIBILITIES: Direct Reports: • Manages and directs the eBranch, which includes both the inbound member service and lending queues, including activities related to processing and maintenance of consumer loans., • Conducts monthly 1:1’s, service quality audits, maintains employees’ scorecards, and prepares monthly reports., • Processes or assists in processing employees’ monthly incentive reports., • Working with Human Resources, participates in the selection process of direct reports., • Prepares employees schedules to ensure efficient workflow, proper branch coverage, and high service levels., • Manages requests for time off (both planned and unplanned) and approves overtime when warranted, while balancing the immediate needs of the branch and organization., • Reviews and approves timecards, ensuring proper timecoding and attendance records., • Trains, monitors, and coaches all eBranch employees to effectively identify member needs, and match credit union products and services to members while ensuring quality service standards are being maintained., • Communicates performance measurements for each direct report to ensure clear understanding of rules, regulations, requirements, and expectations., • Prepare periodic performance evaluations that accurately measure employee performance and provide direction for their future career growth and development., • Recognize employees who perform at a high level., • Responsible for developing each employee to their highest potential through coaching, performance feedback, and training. Department Performance: • Responsible for achieving financial, sales, service, and advocacy goals as determined by the Credit Union’s strategic plan through the management of eBranch employees and effective decision making serving in the best interest of the credit union and membership., • Conducts weekly huddle, ensuring branch is meeting or exceeding goals/objectives., • Documents activities and status updates through a variety of reports and communications tools., • On-going development and maintenance of online services, mobile banking, bill pay and other electronic services., • Manage loan production to meet the Credit Union annual loan growth goals., • Recommends individual and team goals to the Director of Retail Delivery that are in alignment with the Credit Union’s sales, service, and advocacy culture, and conduct monthly coaching sessions to review previous month’s performance and develop plans to continuously improve employee’s performance. Leadership Team Member: • Demonstrates enthusiastic support of corporate mission, core values and long-term objectives., • Set the example of professional behavior and personal accountability., • Manages and oversees expenses and budget, pursuing cost-saving measures accordingly., • Ensures adequate supplies, equipment, and tools are available to support the performance of individuals and the department., • Serves as a point of escalation, handling employee and member requests, concerns, complaints promptly and professionally with diplomacy, empathy, and tact. Keeps management informed., • Assists other departments as needed/required. Compliance: • Responsible for ensuring the branch/employees follows internal audit, compliance, security measures and operational policies and procedures including but not limited to proper security, control, and documentation all records and the prevention of losses through fraudulent activity., • Authorizes exceptions to normal policy or procedure when circumstances warrant or where deviation is justified., • Maintains familiarity with and follows all policies, procedures and processes which have been established to meet compliance requirements of all applicable federal regulations. Other Responsibilities: • Maintains a high-level of knowledge and procedural expertise in all credit union products and services., • Demonstrate and maintain competency in performing eBranch functions, serving as a role model for employees, and assisting with member transactions during peak volume periods., • Review, identify, analyze, and recommend business process/workflow changes to improve and maintain the highest level of operational efficiency and profitability in the eBranch operations., • Participates in and attends assigned training sessions and meetings, staying current on credit union and industry practices/standards., • Other duties as assigned. SKILLS & COMPETENCIES: • Full understanding and support of electronic-based products and services, • Strong analytical and data decision-making skills, • Ability to think strategically with operational goals and apply or recommend new emerging digital member service solutions, • Advanced coaching and mentoring skills working with employees on-site and remote, • Strong organizational and time management skills to meet or exceed required deadlines or milestones, • Proficient with Microsoft Office Suite, • Must possess adequate knowledge of operating systems, including the core platform/report writing functions or be able to gain necessary knowledge/experience within a reasonable period of time, • Highly articulate, positive, diplomatic, and professional in oral and written communication, • Excellent interpersonal skills, • Must be able to work well independently and within a team environment QUALIFICATIONS/EDUCATION: • At least 5 years of industry-related experience with a minimum of 3 years in management, required, • Solid understanding of financial institution operations, lending, and call center processes and procedures, • High school diploma or GED required; bachelor’s degree preferred in related field, • Ability to rotate weekend Manager-on-Duty coverage A personal smartphone with the capability of uploading the latest operating versions of IOS or Android, is required Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. • Must comply with applicable policies, laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control., • Employees of On Tap Credit Union are responsible for maintaining the trust of our members, partners, and regulators through the safekeeping of members, Credit Union, and employee information assets. To this end, each employee is responsible for understanding and adhering to On Tap Credit Union’s Information Security Policy and Program as the same relates to their role and work. These duties vary by position and additional duties related to information security and/or participation in committees related to information security may be assigned from time to time. CORE VALUES: As a team member of On Tap Credit Union, you’ll come to know our K.E.G. of Excellence as the heartbeat of our organization – a set of core values that illuminate our path and guide every action and decision we make. • Kind: Caring, Empathetic, Approachable, Ethical., • Engaged: Build Collaborative Relationships, Continuous Personal Growth, Accountable., • Genuine: Authentic, Honest, Humble This is what it looks like: Kindness is at the heart of everything we do. It’s about more than just being nice. It's about showing we are caring, empathetic, approachable, and ethical with members and each other. • Kindness is showing empathy by listening attentively to a member or colleague who's struggling and offering support. Whereas nice is just agreeing with someone to avoid conflict, even if you don't truly agree with them., • Kindness is politely pulling someone aside and discreetly telling them they have spinach in their teeth. Whereas nice ignores the fact that someone has spinach in their teeth because it may feel uncomfortable to say something., • Kindness is being approachable by keeping an open mind and putting yourself in someone else's shoes., • Kindness is being caring and going the extra mile for a member or colleague., • Kindness is being ethical and offering the product and solutions that are truly best for members and colleagues. It’s not about reaching a goal or acting quickly. Engagement reflects our commitment to being present and proactive in our roles. It's about being fully involved in our work, our community, and our members' lives. It’s about building collaborative relationships, continuously growing personally, and holding ourselves accountable. • Engagement is building collaborative relationships with members and colleagues, helping them through roadblocks, and celebrating successes., • Engagement is building collaborative relationships with the community by volunteering and advocating to make a positive impact., • Engagement is being accountable by taking ownership of work, deadlines, commitments, and even mistakes., • Engaged is being accountable in meetings by showing up prepared, actively listening, asking questions, limiting tech distractions, and giving thoughtful feedback., • Engagement is personal growth by proactively seeking learning opportunities and being adaptable to change. Genuineness is about being authentic and transparent in all our dealings. It's about building trust through honesty and humility. • Genuine is being humble by acknowledging that it is a full team effort when getting praised for a job well done., • Genuine is giving honest feedback on a broken process or procedure. Then partnering for solutions, not assuming it is someone else’s problem., • Genuine is authentically embracing diversity, equity, and inclusion by acknowledging and celebrating the unique perspectives and experiences of individuals. On Tap Credit Union is proud to be an Equal Opportunity Employer who provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability veteran status, pregnancy, sexual orientation or any other characteristic protected by law.