eBranch Lead

Position Summary

The eBranch Lead manages the delivery experience to our members by ensuring the individual provides financial guidance through a phone and digital setting. They are responsible for motivating a team of Member Service Representatives (MSR) to achieve the department’s sales and services objectives. The eBranch will create an exceptional member experience over the phone or other digital channels and offers support and best practices.

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 thecredit 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.