Lead E-Branch Representative

SUMMARY

The Lead E-Branch Representative will act as a primary float resource for the contact center and E-branch network and designated to provide coverage at different locations based on business needs. The Lead E-Branch Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, and will occasionally serve in a supervisory capacity by providing guidance to other staff members and our membership as needed.

This includes communication with members through in-person, over the phone, and digital channels. This individual will be responsible for the productivity and efficiency, including quality control and compliance with all policies, procedures, and regulatory requirements. They may also be asked to perform account maintenance activities and process basic financial and lending transactions. The Lead E-Branch Representative will assist with contact center and E-branch operations and service duties in management’s absence.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or
  
  Experience:
  
  High School Diploma and a range of 3 to 5 years in related experience and/or equivalent combination of education and experience.
• Certificates, Licenses, Registrations: None required.

• Open new membership and subsidiary accounts, including all types of depository and account ownerships (e.g., trusts, retirement, fiduciary, and organizational accounts).
• Onboard new memberships opened online and ensure an exceptional new member experience.
• Assess member loan needs from start to finish, starting with loan type, ancillary product review, and submission of application. Follow up as needed with consumer and auto loans, which may include closing.
• Cross-sell products and services within established guidelines.
• Provide Front Desk duties and responsibilities associated with member, vendor, and/or staff check-in.
• Assist in the daily operations of the City Centre office to ensure efficiency and security, including to but not limited to opening and closing of the office, mail delivery, security and safety controls, process improvement, and supply management.
• Perform account maintenance activities, including closing accounts, establishing Power of Attorney, account transfers, processing ownership changes, and certificate renewals.
• Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
• Answer questions and resolve problems on products and services.
• Provide an additional support point of contact for staff to resolve escalated member situations and on-the-spot feedback to service our members more efficiently.
• Provide leadership, knowledge, and support to contact center & E-branch staff in handling member transactions and escalations.
• Assist in the training of new employees and existing employees.
• Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status.
• Assist in preparing and adhering to lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
• Assist with contact center & E-branch controls, including new accounts reviews, error log reviews, and overall quality control.
• Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience.
• Participate in product and services promotions.
• Meet all requirements to become a Notary Public.
• Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.
• Fill in at branch locations as needed or other roles in the company as needed.
• Assist management with follow-up on staff job duties to ensure completion of assigned tasks.
• Assist in writing and updating policies and procedures.
• Inspire, motivate, and…