Call Center Branch Manager - Main Office

Texas Bay Credit Union; Houston (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Texas Bay Credit Union seeks a Call Center Branch Manager for the Main Office in Houston. The role leads the Tele-Branch team, drives branch performance, and supports member service while ensuring compliant daily operations.

The position coaches staff, monitors production, and handles complex member needs, including lending within authority. Strong leadership and communication are essential to succeed in this fast-paced environment.

Qualifications

• Experience leading a team in a financial services or call center environment.
• Strong written and verbal communication and customer service skills.
• Ability to supervise staff, manage schedules, and monitor performance metrics.

Responsibilities

• Lead and supervise Tele-Branch staff in accordance with policy and law.
• Review branch performance reports and implement follow-up actions to achieve goals.
• Oversee call center workflows to improve productivity and member service.

Skills

Leadership

Coaching

Communication

Analytical skills

Multitasking

Education

Two-year college degree

Training/certifications

Tools

Microsoft Office

Job description

Call Center Branch Manager - Main Office

Full Time Management Houston, TX, US

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.