E-Branch Assistant Manager

6 days ago

Houston, Texas, United States Members Choice Credit Union Full time
Job Title: E-Branch Assistant Manager

At Members Choice Credit Union, we are seeking a highly skilled and experienced E-Branch Assistant Manager to join our team. As a key member of our e-Branch operations, you will play a critical role in ensuring the delivery of exceptional member service, sales, and operational excellence.

Key Responsibilities:
  • Train and coach e-Branch teams on remote service delivery, products, operating systems, policies, and procedures.
  • Perform quality reviews of calls, member inquiries, requests, and cross-selling to ensure efficient service delivery and high-quality member service.
  • Manage employee performance, including orienting, training, assigning, coaching, counseling, and disciplining 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.
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 and 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.

  • 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.

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