E-Branch Service & Solutions Manager

General Job Description :

The E-Branch Manager is responsible for directing all service, member solutions and operational aspects of the E- Branch, including effective and efficient response time, member service satisfaction, sales, and compliance with existing regulations / policies.

This role offers a salary plus commission, motivating the manager to drive both individual and team performance.

The E-Branch Sales & Solutions Manager provides a superior level of member service and fosters a service-oriented culture through coaching, guidance, member interaction, and staff motivation.

As a highly visible presence, the manager leads by example, demonstrating a passion for success and a commitment to achieving high results.

The manager is accountable for the maintenance, operational integrity, and security of the call center facility and its contents.

Essential Duties and Responsibilities :

• Leadership & Team Management :
• Lead, direct, coach, and motivate the E-Branch Sales and Service teams in remote service delivery, sales, products and services referrals, operating systems, policies and procedures, and government rules and regulations.
• Conduct regular team meetings and one-on-one coaching sessions to align team goals with organizational objectives.
• Direct strategies and activities for improving team performance, productivity, and member satisfaction.
• Actively provides leadership and support by floor walking, handling escalated calls, and writing emails / messages.
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation and communication.
• Service Quality & Member Satisfaction :
• Perform quality reviews of incoming calls, member inquiries, member requests and cross-selling skills that promote credit union products and services;

ensures efficient service delivery and high-quality member service.

Monitor, report and improve key performance metrics in daily, monthly, quarterly, and annual formats. Takes action throughout the day to decrease member wait times.

Review and analyze reports to continuously improve the member experience, employee knowledge, efficiency, response time, accuracy.

• Achieve and exceed established service quality goals as measured by member satisfaction surveys, response times, and other metrics.
• Ensure the delivery of friendly, professional, and accurate service and support to all members and associates.
• Assist and / or handle complex member issues to resolution, providing solutions that are beneficial to both the member and the credit union.
• Staff Development & Performance Management :
• Performs all aspects of employee performance management : recruiting, selecting, orienting, training, assigning, mentoring, developing, coaching, and counseling via documented processes including one on one meetings, action planning and huddles.
• Direct, develop, hire, and discipline personnel; administer performance evaluations and recommend appropriate personnel actions.
• Manages time and attendance of all e-Branch operations including scheduling and adherence.
• Create and execute training programs to enhance staff knowledge and performance.
• Implement performance management processes, including setting clear expectations, providing feedback, and conducting performance reviews.
• Sales & Cross-Selling :
• Meets or exceeds production goals by working directly with e-Branch Representatives, Loan Advocates and Fulfillment team members.
• Motivate and coach staff to cross-sell credit union products and services, ensuring they meet or exceed established sales goals.
• Develop and implement sales strategies and campaigns to drive product adoption and member engagement.
• Track and analyze sales performance metrics, providing regular reports to senior management.
• Operational Excellence :
• Maintains professional and technical knowledge by tracking emerging trends in E-Branch operations management; attending educational workshops;

reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; identifying business opportunity and risks.

• Successfully maintain all elements required for a satisfactory call center operations review, ensuring compliance with internal and external audit requirements.
• Ensure adherence to all credit union policies and procedures, state and federal regulations, and the Bank Secrecy Act.
• Maintain adequate staffing levels to ensure optimal member service and operational efficiency.
• Monitors applicable third party vendor performance and collaborates across departments and channels to continually improve e-Branch performance.
• Member Relationship Management :
• Represent the credit union in its relationships with members, sponsor organizations, suppliers, other financial institutions, and similar groups.
• Develop and maintain strong relationships with key members and stakeholders, acting as a primary point of contact for high-value or complex inquiries.
• Strategic Planning & Execution :
• Maintains and improves E-Branch operations by monitoring system performance; identifying and resolving problems; completing system audits and analyses;

managing call routing system and process improvement and call recording quality assurance programs.

Determines E-Branch operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses;

production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

• Identify opportunities for process improvements and implement initiatives to enhance service delivery and operational efficiency.
• Prepare and present regular reports on team performance, member satisfaction, and operational metrics to senior management.
• Safety & Security :
• Adhere to and enforce safety and security programs designed to minimize risks related to fraud and robbery.
• Ensure the security of the call center facility and its contents, including the protection of sensitive member information.
• Other Duties :
• Perform other related duties as required and assigned by senior management.

Skills / Abilities :

• Strong leadership skills with the ability to motivate and develop a high-performing team.
• Excellent verbal and written communication skills.
• Ability to articulate concepts and positions effectively when dealing with a diverse group of members, staff, and management.
• Significant knowledge of financial services operations and the ability to coach others for optimum performance.
• Understanding of regulatory requirements and compliance standards in the financial services industry.
• Ability to deliver, encourage, and sustain a positive and professional work environment.
• Strong organizational skills to manage multiple priorities and projects effectively.

Experience / Education Requirements :

• Bachelor's degree in Business Administration, Finance, or a related field required
• Minimum of 5 years of experience in a financial institution, with at least 3 years in a supervisory or management role.

Experience managing a call center or remote service delivery team 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.
2 days ago