Branch Service Lead

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row )! This prestigious award announced by Best Companies

AZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

• Full‑time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

Be part of our award‑winning team!

This position is based out of our Prescott Branch but will require 5 weeks of full‑time training at our corporate office in Glendale, AZ.

Enhances the quality of life for our members by meeting or exceeding their service expectations personally and through effective coaching and support of branch employees. Meets sales objectives and actively assists members with a diverse range of services including transactions and loans. Provides leadership support, mentorship, and training to help ensure team member growth and development while supporting a positive member experience.

Consistently contributes to day‑to‑day operational duties, thereby complementing the business development efforts led by the manager. All duties will primarily be performed at the individuals home branch. However, they must also be prepared to provide onsite support to other branch locations as needed.

• Sales & Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Meets or exceeds sales and production objectives by handling member requests, identifying needs and making recommendations. Responsible for accurate application processing, documentation, and funding of consumer loans including personal, credit cards, auto, and home equity, while offering a variety of peace‑of‑mind ancillary products.
  
  Participates in outbound calling campaigns and marketing efforts to increase individual and team production. Reviews member service surveys and facilitates eedback with respondents, while passionately encouraging the team to consistently deliver on excellent service and experience.
• Operational Soundness – Responsible for supporting the manager in overseeing the day‑to‑day operations of the branch. This includes cash handling, cash ordering, transaction processing, compliance and regulatory adherence, and vault‑related assigned responsibilities. Identify and mitigate potential risks in the branch to support successful audits and operational soundness.
• Leadership Support – Provides leadership and coaching to ensure that team members become well‑trained and excel in their roles. Makes talent development a priority for branch team members and assists others to achieve performance expectations. Consistently supports the branch team by demonstrating an understanding of policies and procedures and maintaining up‑to‑date knowledge of credit union products, services, and industry trends, serving as the branch’s subject‑matter expert.
  
  Effectively de‑escalates member concerns with empathy and in alignment with our core values. Uses sound judgment by providing overrides within permission authority while fostering improved judgment skills in others.
• New Account and Member Maintenance – Opens, maintains, and closes diverse membership accounts including but not limited to savings, checking, certificate, and retirement accounts. Opens specialty accounts such as Business, Trust and Estate and provides proactive and timely follow up. Encourages the adoption of digital services and assists members with online banking, direct deposit, and mobile wallet. Assists members through digital channels such as phone, video, and email, ensuring professional communication through all channels.
  
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