Virtual Branch Manager
4 weeks ago
Virtual Branch Manager
Full Time (40hrs)
Monday - Saturday (varies)
Headquarters (Onsite Position)
630 Trade Center DR
Las Vegas NV 89119
PURPOSE:
The Primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members. Develop a highly effective team of employees to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.
- To deliver service in alignment with our Service Commitments
- I will earn respect and build trust by acting with integrity in every situation.
- I will understand my role in supporting the team to achieve our purpose.
- I will focus on people over products and build lasting relationships.
- I will take ownership and accept responsibility.
- I will treat my coworkers with the same high standards as I treat my member.
- I will continuously look for ways to improve myself, my credit union, and my community.
- I will accept there is no "they". We are one working toward the same mission.
- I will commit to the core values
- Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees' performance. The coaching and training must be consistent and well documented.
- Recognize employees who perform at a high level.
- Hold employees accountable for their performance, attitude and behavior.
- Exhibits confidence in self and others; Inspires and motivates others to perform well. Effectively influences actions and opinions of others.
- Meet with each employee monthly to review previous month's performance, set goals for upcoming month's performance and develop plans to improve employee's performance.
- Ensure that the branch meets sales and service goals as established by the Credit Union.
- Demonstrate enthusiastic support of corporate mission, core values and long-term objectives.
- Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
- Train and supervise branch staff. Assign, direct, coordinate and review work performed by staff.
- Maintains a highly motivated, well-trained staff maintaining effective employee relations.
Oversees the sales and operations of the Virtual Branch. Responsible for ensuring the Branch meets or exceeds all credit union goals and objectives, including but not limited to: Having adequate staffing, prompt problem resolution, following procedures and policies as they relate to compliance and regulatory laws, maintaining minimal errors, and ensuring staff are knowledgeable of credit union products, services, and promotions.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
- Executes and administers our delivery channel strategies for the Virtual Branch, while staying at the forefront of industry trends.
- Ensures our chat, email, and membership and loan origination solutions remain in alignment with member needs and the Credit Union's strategic goals.
- Administers the day-to-day operations of the Virtual Branch, while continuously improving the member experience, achieving Net Promoter Score Survey Goals, and increasing member utilization of our remote delivery tools.
- Oversees the consistency of member service interactions (experience) and the utilization of omnichannel tools available to enhance a member's experience.
- Leads the Virtual Branch Team to create and sustain relationships with SSSCU's members by responding to their service needs, utilizing active listening skills to position referred financial solutions to members.
- Understands and executes SSSCU's strategic mission through the consistent use of financial wellness conversations with each member interaction These interactions can come from many channels such as over the phone, video banking, web applications, text, and chat.
- Capitalizes on our cross-sale tools within our loan and membership origination systems to expand products per household at the point of sale.
- Collaborate with internal teams, key stakeholders and 3rd party vendors to design, iterate, and launch member-centric remote services banking features and functionalities for the Virtual Branch.
- Champion a culture of continuous process and service improvement, encouraging innovation and adopting best practices in remote services as well as membership and loan origination.
- Ensure Virtual Branch Team meets or exceeds all sales, membership, loan, and phone call production and service goals as established by the Credit Union.
- Uses SSSCU's policies and procedures to effectively respond to needs which creates a great member experience and solidifies loyalty to the credit union.
- Teaches, coaches, and trains member service representatives around SSSCU's policies and procedures and oversees implementation in daily member interactions as well as operational risk expectations.
- Understands operational policy and procedures are in place to protect the credit union as well as its members and manages scenarios of risk with sound judgement, high ethics, and prudence.
- Always exercises brand ambassadorship with members, employees, SSSCU board members, and volunteers.
- Consistently completes required compliance training and enthusiastically participates in ongoing behavioral skill training that equips one for excellent job performance.
- Utilizes available resources to make the most of member opportunities.
- Other duties as requested by Senior Management
EDUCATION and/or EXPERIENCE:
Bachelor's degree in Business Management or related field, or equivalent work experience. Applicant must have at least five years of banking, credit union, or other financial institution experience. Minimum of 5 years progressive experience in a financial services organization in branch operations, management, sales or similar.
*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*
**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**
SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)
DRUG-FREE WORKPLACE
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