eBranch Lead

Position Summary

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.

• Understands and demonstrates that offering our members additional solutions is the highest level of service, by understanding our members’ needs and utilizing best-fit solutions to meet those needs.
• Leads outbound calling strategy and efforts, and deepening relationships participation.
• Opens new Member deposit accounts, takes consumer loan applications, manages lending pipeline, closes consumer loans, makes quality referrals, and follows up on business and leads.
• Identify opportunities internally and externally that complement the virtual branch and expand the credit union’s reach.
• Consistently enlightens members on alternate digital options to manage their accounts.
• Adheres to Wellby Member service, outreach, and follow-up standards.
• Proficient in all retail banking functions, including Teller, Member Service, Loan Origination, and Deepening Relationships.
• Takes the initiative to meet eBranch sales, cultivating growth and achieving budget goals.
• Fosters a positive and engaging work environment for team members.
• Supports leadership and ensures the MSRs are productive in delivering exceptional member service and offering solutions to improve members’ financial well-being by tailoring recommendations with Wellby’s products, services, and digital solutions.
• Ensures all team members are trained on all functions within the virtual branch through effective communication and implementation of new/revised policies and procedures.
• Ensures delivery of exceptional member experience and handles member escalations with a sense of urgency.
• Understands and complies with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Wellby Financial Credit Union’s policies and procedures.
• Applies advanced knowledge and experience to situations and can recognize potential concern for fraud or other loss, including reputation risk to a member or Wellby.
• Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures. 
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions, and general operating policies and procedures.
• Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
• Knowledge of Credit Union services and products.
• Knowledge of personal computer, utilizing Microsoft Office Suite.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.

• Skilled in exercising initiative and using good judgment to make sound decisions. 

• Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully. 
• Skilled in responding to requests regarding complex financial information/data. 

• Ability to work in stressful, high-pressure situations.
• Ability to handle difficult situations with poise and professionalism.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, and establish and maintain effective working relationships with other team members.

Supervisory Responsibilities

• Team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member performs a number of routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the Manager of E-Branch
• The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 75% of the time.  Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings.  The team member must be able to exchange information, in person, in writing, and via telephone.  Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Minimum Qualifications

• High School Diploma or equivalent required. 

• Bachelor’s degree preferred.
• Minimum five (5) years of financial services and contact center experience or similar required. 
• Minimum two (2) years of leadership experience preferred.
• Bilingual preferred.

• Experience in responding effectively to highly sensitive, complex and/or urgent member/customer requests
• Excellent virtual skills and experience in virtual branch channels (phone, digital, and/or internet)

For All Candidates

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 for assistance. 

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the organization.