eBranch Manager

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OVERVIEW: Provide leadership and direction for a high-performance team of eBranch service team members to ensure first-call resolution while consistently providing an excellent member service experience. This position will actively lead, manage, assess, and develop eBranch staff and maintain effective oversight and leadership in a high-volume call environment.

Specific duties include, but are not limited to, the following:

• Hire, assess, coach, and develop high-performing teams to ensure consistency and uniformity in providing excellent member service ensuring an operationally and regulatory compliant eBranch.
• Provide consistent and appropriate “one-on-one” assessments, coaching, and development for eBranch staff. Formulate and implement individual development plans and ensure that all eBranch staff members have applicable individual development plans.
• Manage the performance of team members to ensure first-call resolution whenever possible.
• Assist in setting goals and objectives, daily/weekly/monthly, to meet/exceed overall sales and service goals for the credit union.
• Track call volume, queues, and member requests daily/weekly/monthly to properly manage the team to an effective and efficient member service experience.
• Monitor call and queue reports, determine trends, etc.; provide recommendations to help ensure a better ongoing member experience.
• Ensure proper skill-based routing for team members based on knowledge, skills, and abilities.
• Conduct audits of negotiables and paperwork to ensure documentation is accurate and in compliance with regulations, policies, and procedures.
• Take escalated calls as necessary.
• Meet/exceed eBranch metrics set forth for servicing (i.e. productivity for your team, average call time and hold time, average wait time, abandonment rate, service level, and member survey results).
• Conduct call calibration sessions with eBranch MSRs and QA using recorded calls.
• Back up any queue when call volume dictates.
• Promote a sales and service culture. Ensure eBranch staff possess and utilize sales, service, and cross-sell skills to achieve individual and team sales goals
• Assist with managing strategies to meet sales and service goals, including the implementation of tactics designed to achieve those goals.
• Other duties as assigned.

Requirements:

• Banking /Credit Union Experience
• The position requires an in-depth knowledge of retail policies and procedures to utilize good judgment in making sound decisions, usually acquired with at least five years of retail banking management experience.
• Bilingual skills are a plus.
• Proficient in using Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Excellent organizational and time management skills, with the ability to provide leadership, supervision, and training to employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, and write reports, correspondence, and procedures.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations. Proven critical thinking and strategic planning skills.
• Proactive self-starter with the ability to take initiative with little direction, while also having the ability to work collegially within a collaborative environment.
• Strong communication and interpersonal skills required.
• Excellent interpersonal, oral, and written communication skills
• Ability to multi-task; good time management skills
• Excellent research and problem-solving skills
• Highly ethical.

To apply, please submit your resume along with a cover letter detailing your relevant experience.

Job Type: Full-time

Pay: $79,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift

Application Question(s):

• Are you bilingual?

Education:

• High school or equivalent (Required)

Experience:

• Banking: 5 years (Required)
• Management or Leadership: 3 years (Required)

Ability to Commute:

• South Boston, MA 02127 (Required)

Work Location: In person