E-Branch Assistant Manager

General Job Description :

The e-Branch Assistant Manager supports all aspects of the e-Branch, focusing on service, member solutions, operations, and compliance.

This frontline role ensures quick response times, member satisfaction, and sales. The e-Branch Assistant Manager is knowledgeable in consumer loans, deposit accounts, and account servicing.

Working with the e-Branch Manager, they foster a positive work environment, emphasizing employee engagement and member satisfaction.

Responsibilities include managing response times, service quality, cross-selling, employee development, and compliance with regulations and policies.

Essential Duties and Responsibilities :

• Train and coach, the e-Branch teams on remote service delivery, products, operating systems, policies, procedures, and regulations.
• Perform quality reviews of calls, member inquiries, requests, and cross-selling to ensure efficient service delivery and high-quality member service.
• Manage employee performance : orient, train, assign, coach, counsel, and discipline employees through documented processes.
• Monitor and direct daily operations of the Solution Center, ensuring reduced wait times and improved member experiences.
• Serve as backup to the e-Branch Manager, including decision-making and signature authority.
• Handle overflow and escalated calls, emails, and online banking messages directly with members.
• Assist staff in resolving complex member issues, ensuring proper follow-up and member satisfaction.
• Provide leadership and support by handling escalated calls, emails, and floor walking.
• Assist in developing, applying, and evaluating policies and procedures for the e-Branch.
• Promote a cross-selling culture to meet production goals and enhance service delivery.
• Assist in completing monthly management reports.
• Schedule and arrange team meetings and huddles.
• Share responsibility for approving time off requests and updating team schedules.
• Ensure the Solution Center balances all transactions daily.
• Monitor office activity, including transactions, errors, sales, and new accounts.
• Maintain positive member relations while explaining policies and procedures.
• Adhere to safety and security programs to minimize fraud and robbery risks.
• Other duties as assigned.

Skills / Abilities :

• Goal-oriented with the ability to set, meet, and exceed goals.
• Excellent interpersonal, communication, analytical, and problem-solving skills.
• Extensive knowledge of credit union products, services, policies, procedures, and regulations.
• Ability to function in a financial institution contact center environment.
• Proficient with standard office equipment, including PC, fax, copier, telephone, and postage machine.

Experience / Education Requirements :

• Minimum three (3) years progressive financial institution experience required.
• Two (2) years supervisory or leadership experience in a call center preferred.
• Experience in a Sales / Service or Financial Services industry a plus.
• Previous experience in branch operations and customer service required
• Experience promoting and cross selling products or services in a financial institution preferred

Physical / Mental Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and ability to lift a minimum of 20 pounds.
• The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.
30+ days ago