Manager, eBranch

Position Summary:

Essential Duties and Responsibilities:

• Inspires a highly efficient and productive eBranch team focused on delivering exceptional member service and offering solutions to improve members’ financial well-being by tailoring recommendations with Wellby’s products, services, and digital solutions.
• Develops a culture within the virtual branch in which quality and continuous improvement on all performance accountabilities and member interactions.
• Responds and monitor experience survey feedback from members, and provide coaching, training and feedback to team members and departments, as necessary.
• Ensures delivery of exceptional member experience and handles member escalations with a sense of urgency.
• Leads outbound calling strategy and efforts, focusing on acquisition and deepening participation.

• Identify any potential issues keeping the eBranch and team members from providing exceptional member service and collaborate on solutions with the Director, Virtual Banking and Membership Development.
• Ensures all team members are trained on all functions within the eBranch through effective communication and implementation of new/revised policies and procedures.
• Maintains thorough and current knowledge of all federal, state, and local regulations as well as internal policies and procedures and bank products and services.

• Supports the career development of team members through consistent coaching, professional development, and purposeful career pathing steps.
• Partners across the organization on the integration of eBranch into other lines of business.
• Identify opportunities internally and externally that complement the virtual branch and expand the credit unions reach.
• Leads, evaluates, and proposes technological solutions to fulfill virtual branch priorities, strategies, and business model.

• Collaborates with business partners to proactively acquire new business relationships and expand existing business relationships.

• Ensures the daily eBranch operations are conducted in accordance with established credit union policies to include legal and regulatory requirements
• Analyzes data reporting and tools to interpret and manage virtual branch performance.
• Recommends changes to senior management and implements decision within delegated authority
• Understands and comply 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.
• Manages and leads team members through a changing environment and resolves stressful situations with tact and diplomacy.

• Willingness and ability to exhibit Wellby Core Values every day.
• Perform other duties as assigned.

Qualifications and Experience:

• Bachelor’s Degree (B.A./B.S.) or AA in business related discipline or equivalent
• Four to five years’ prior branch supervisory or team lead experience in a credit union or banking environment.
• Excellent communication skills and experience in virtual branch channels (phone, digital, and/or internet).
• Sales, customer service, banking, or other financial service provider experience required. 

Job Requirements:

• Must be able to stand or sit for prolonged periods.
• Must be able to remain in a stationary position 50% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (within a few feet of the observer).

For All Candidates:

• You mustcomplete12 months in your current position (from date of hire or date of placement)before applying to a new internalposition (unlessyou are otherwise identified as a critical need by executive leadership).
• This is a Full-Time, Salary role.

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