Branch Service Lead

Credit Union West; Phoenix (AZ); On-site; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking organization recognized as a top workplace in Arizona! This role focuses on enhancing member satisfaction through exceptional service and effective coaching of branch employees. You'll meet sales objectives while providing leadership and mentorship to ensure team growth. With a commitment to operational soundness, you'll support daily branch operations and foster a positive member experience. Enjoy a diverse and inclusive workplace that values employee satisfaction with comprehensive benefits, including paid health insurance, 401K matching, and tuition reimbursement. This is an exciting opportunity to make a meaningful impact in the financial services industry.

Benefits

100% paid health, dental & vision insurance

Incentives up to 15%

401K plan with employer matching

Profit Sharing

Tuition reimbursement

Gym membership reimbursement

Paid time off for holidays, vacation, and sick days

Diverse and inclusive workplace

Credit Union membership and discounts

Qualifications

• 3-5 years of experience in a financial institution required.
• Bilingual preferred for effective member communication.

Responsibilities

• Enhance member service through effective coaching and support.
• Meet sales objectives and assist members with transactions and loans.
• Provide leadership support and training to branch employees.

Skills

Effective Communication

Critical Thinking

Time Management

Leadership Skills

Problem Solving

Mentoring

Presentation Skills

Education

High School Diploma or G.E.D.

Tools

Microsoft Office

SharePoint

Teams

Zoom

Job description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ 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
• Diverse and inclusive workplace
• Credit Union West membership and discounts

Be part of our award-winning team!

Position Summary

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.

Essential Functions & Additional Responsibilities

40% 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 feedback with respondents, while passionately encouraging the team to consistently deliver on excellent service and experience.

20% 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.

20% 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.

15% 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. Completes teller transactions as needed.

5% Performs other duties as assigned.

Education:

A high school diploma or G.E.D.

Experience:

A minimum of 3-5 years of experience in a financial institution required. Ability to work shifts between the hours of Monday – Saturday 8am to 6pm. Bilingual preferred.

Skills & Competencies

• Live the mission, vision, and core values of the credit union.
• Able to communicate effectively and tactfully with employees and members both orally and in writing.
• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
• Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.
• Strong mentoring, coaching experience to a team with diverse levels of expertise.
• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
• Thorough knowledge and understanding of organization’s Employee Handbook and policies.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.