E-Branch Team Lead: Member Care & Operations Coach

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

Job summary

The E-Branch Member Advocate Team Lead at Members Choice Credit Union oversees the daily operations and performance of the E-Branch team, while delivering direct member service via telephone and digital channels. This role partners with the E-Branch Manager to support coaching, training, and adherence to policies and regulatory standards.

Responsibilities include guiding team members, resolving escalated member inquiries, processing approvals, and maintaining accurate documentation.

Qualifications

• High school diploma or equivalent.
• Three or more years of experience in banking, credit union, financial services, contact center operations, or a related customer service environment.
• Strong knowledge of account servicing, member service, and operational procedures.
• Strong verbal communication, coaching, and problem-solving skills.
• Ability to resolve complex issues and make decisions within established authority.
• Strong attention to detail and accuracy.
• 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, providing guidance, and assisting with complex or escalated member situations.
• Resolve escalated account inquiries and service concerns within established authority and escalate higher-risk matters when appropriate.
• Complete authorized approvals, overrides, transactions, and account maintenance in accordance with Credit Union policy and procedures.
• Provide real-time coaching and feedback related to service, accuracy, productivity, and procedural expectations.
• Support onboarding and training of new and existing team members.
• Assist with daily workflow, staffing coverage, and operational coordination to support departmental service levels.
• Monitor team performance and service delivery and identify opportunities to improve quality, accuracy, efficiency, and productivity.
• Provide direct member service support as needed, including account inquiries, transactions, account maintenance, loan information, and other approved service activities.
• Identify members’ needs and recommend appropriate Credit Union products and services.
• Support departmental referral, production, quality, and service expectations.
• Maintain accurate documentation of member interactions, approvals, account activity, and operational actions.
• Support audits, quality-control reviews, and corrective actions as assigned.
• Maintain current knowledge of Credit Union products, services, systems, policies, procedures, and regulatory requirements.
• Follow and reinforce established security, authentication, fraud-prevention, confidentiality, and compliance procedures.
• Serve as an operational point of contact in the Manager’s absence within assigned authority.
• Perform other related duties as assigned.

Skills

Banking operations

Customer service

Communication

Problem solving

Team guidance

Multi-tasking

System navigation

Education

High school diploma or equivalent

Job description

The E-Branch Member Advocate Team Lead at Members Choice Credit Union oversees the daily operations and performance of the E-Branch team, while delivering direct member service via telephone and digital channels. This role partners with the E-Branch Manager to support coaching, training, and adherence to policies and regulatory standards.

Responsibilities include guiding team members, resolving escalated member inquiries, processing approvals, and maintaining accurate documentation.