E-Branch Member Advocate Lead

Members Choice Credit Union (Houston, TX); Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Members Choice Credit Union is seeking an E-Branch Member Advocate Team Lead to guide the daily operations of the eBranch team and deliver high-quality member service via phone and digital channels.

You will coach staff, handle escalations, approve transactions, and coordinate workflows while ensuring policy and regulatory compliance. This role emphasizes leadership, service delivery, and process improvement.

Qualifications

• High school diploma or equivalent.
• 3+ years in banking/credit union/financial services or related customer service.
• Strong knowledge of account servicing and operational procedures.
• Strong verbal communication, coaching, and problem-solving skills.
• Ability to resolve complex issues within established authority.
• Detail oriented and accurate.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to provide guidance and feedback to team members.
• Ability to navigate multiple systems and applications efficiently.

Responsibilities

• Serve as day-to-day resource for eBranch team members by answering questions and guiding complex member issues.
• Resolve escalated account inquiries and service concerns within authority.
• Complete authorized approvals, overrides, transactions, and account maintenance per policy.
• Provide real-time coaching and feedback on service, accuracy, and productivity.
• Support onboarding and training of new and existing team members.
• Assist with daily workflow, staffing coverage, and operational coordination.
• Monitor performance and identify opportunities to improve quality and efficiency.
• Provide direct member service support as needed (inquiries, transactions, maintenance, loans).
• Identify member needs and recommend Credit Union products and services.
• Support referrals, production, quality, and service expectations.
• Maintain documentation of member interactions and actions.
• Support audits, quality-control reviews, and corrective actions.
• Maintain knowledge of products, procedures, and regulatory requirements.
• Follow security, authentication, and confidentiality procedures.
• Serve as operational contact in the Manager's absence within authority.
• Perform other related duties as assigned.

Skills

Verbal communication

Coaching skills

Problem-solving

Attention to detail

Multi-system navigation

Time management

Education

High school diploma

Job description

Members Choice Credit Union is seeking an E-Branch Member Advocate Team Lead to guide the daily operations of the eBranch team and deliver high-quality member service via phone and digital channels.

You will coach staff, handle escalations, approve transactions, and coordinate workflows while ensuring policy and regulatory compliance. This role emphasizes leadership, service delivery, and process improvement.