Manager – Ebranch

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Position Summary:

The eBranch Manager manages the delivery experience to our membership by ensuring we provide financial guidance through a phone and digital setting. The individual must be a result-driven team leader; responsible for motivating a team of Member Service Representatives (MSR) and Lead to achieve the departments sales and services objectives. In this role, responsibilities will include managing and providing vision and leadership to the team members and supporting the build out and expansion of this new channel.  The ideal candidate has experience with different branch or contact center environments and can help drive team performance results.

Essential Duties and Responsibilities:

Member Growth, Deepening Relationships & Exceptional Service:

• 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.

Business Knowledge:

• 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.

eBranch Leadership:

• 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 must complete 12 months in your current position (from date of hire or date of placement) before applying to a new internal position (unless you are otherwise identified as a critical need by executive leadership).  
• This is a Full-Time, Salary role.

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, click here for English / Spanish.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email [email protected] or call 800-940-0708 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 Company.