Call Center Branch Manager - Main Office

ADP, Inc.; Houston (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Texas Bay Credit Union in Houston is seeking a Call Center Branch Manager for the Main Office to lead the Tele-Branch team, drive branch metrics, and ensure service excellence.

You will coach staff, monitor performance, manage lending and customer interactions, and maintain compliance with policies. This role reports to upper management and requires strong leadership and communication skills in a fast-paced environment.

Qualifications

• Two-year college degree or equivalent.
• Proficiency with Microsoft Office and job-related computer systems.
• Strong leadership and staff development abilities.

Responsibilities

• Lead, coach, develop, and supervise branch employees.
• Obtain, review, and discuss branch performance reports with staff.
• Monitor Tele-Branch and Call Center procedures to improve productivity and service.
• Ensure ongoing compliance with laws, policies, and internal controls.
• Handle complex transactions and escalate when necessary.
• Evaluate creditworthiness within lending authority.
• Process and close consumer and home equity loans.
• Maintain strong knowledge of products and procedures.
• Achieve Branch Scorecard goals and support strategic objectives.

Skills

Leadership

Coaching

Analytical skills

Communication skills

Multitasking

Confidentiality

Education

Two-year college degree

Tools

Microsoft Office

Job description

Call Center Branch Manager - Main Office

Full Time Management Houston, TX, US

3 days ago Requisition ID: 1437

Location

12611 Fuqua Street
Houston, TX 77034

Position Summary

In support of Texas Bay Credit Union's (TBCU) mission to help our members achieve their financial goals and guided by our vision to stand out as a leading financial institution, the Branch Manager is responsible for leading the Tele-Branch team, driving branch performance, supporting member service, and ensuring efficient and compliant daily operations. This position coaches and develops employees, monitors production and service results, resolves complex member needs, and supports lending activities within established authority and procedures.

Essential Duties and Responsibilities

• Lead, coach, develop, and supervise branch employees in accordance with TBCU policies and applicable laws. Responsibilities include staffing, scheduling, time-off approvals, performance management, training, employee development, time-record review, and recommendations regarding hiring, promotion, transfer, and termination.
• Obtain, maintain, review, and discuss branch production and performance reports with staff; establish follow-up actions as needed to support branch goals.
• Monitor Tele-Branch and Call Center procedures and workflows to improve productivity, response times, member service, and the effective use of staff and technology.
• Ensure ongoing compliance with applicable laws, regulations, TBCU policies, procedures, and internal controls within the branch.
• Handle complex transactions and sensitive member concerns, using sound judgment and appropriate escalation when necessary.
• Evaluate creditworthiness within established lending authority and guidelines or submit requests to the appropriate lending authority for decision.
• Process and close consumer and home equity loans in accordance with established procedures and lending requirements.
• Maintain strong working knowledge of TBCU products, services, systems, and procedures in order to respond effectively to member and employee questions.
• Achieve assigned Branch Scorecard goals and support the credit union’s overall strategic objectives.

Supervisory Responsibilities

This position directly supervises Tele-Branch employees and is responsible for day-to-day leadership, coaching, scheduling, performance feedback, training, and accountability. The Branch Manager also participates in employment-related decisions in coordination with Human Resources and applicable management.

Required Qualifications

• Experience: Three to five years of similar or related experience; credit union or financial institution experience preferred.
• Education: Two-year college degree, specialized certification or licensing, formal job-related training, or an equivalent combination of education and relevant experience.
• Training: Completion of required TBCU training courses.
• Technology: Proficiency with Microsoft Office and job-related computer systems.

Knowledge, Skills and Abilities

• Strong leadership, coaching, organizational, and employee-development skills.
• Strong analytical, problem-solving, and decision-making skills, including the ability to review complex transactions.
• Strong verbal and written communication skills and the ability to communicate effectively with employees and members.
• Excellent member service skills and the ability to resolve sensitive or escalated concerns professionally.
• Ability to multitask, prioritize work accurately, meet deadlines, and perform effectively in a fast-paced environment with minimal supervision.
• Ability to maintain confidentiality, exercise discretion, and demonstrate sound judgment.
• Ability to work collaboratively and contribute to a positive team environment.
• Demonstrate and model all Texas Bay Credit Union Core Values.

Other Duties and Responsibilities

• Assist with preparation of annual budget requests for the branch, as needed.
• Serve as a backup for Tele-Branch and Call Center functions as needed.
• Contribute to the smooth and efficient operation of credit union teams and support cross-functional needs when appropriate.
• Identify potential issues and recommend improvements to policies, procedures, and processes.
• Perform other duties as assigned or needed.
• As an employee of an organization that provides essential financial services, report to work as scheduled during local, state, or federal emergency declarations, subject to management direction, safety considerations, and applicable laws.
• Follow all applicable laws, regulations, policies, procedures, and internal controls in the performance of assigned duties.

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those required to perform the essential functions of this position. The employee is regularly required to sit, stand, walk, use hands and fingers, reach, speak, and hear. The position requires extended computer use and may require occasional kneeling, stair climbing, and lifting or moving approximately 10 to 15 pounds. Travel to other TBCU locations may be required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Disclaimer

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, skills, or qualifications. Duties and responsibilities may be changed or assigned based on business needs. This job description does not constitute an employment contract or alter the at-will employment relationship.