eBranch Leader: Coaching, Ops & Member Experience

City of Boston Credit Union; Boston (MA); On-site; USD 79,000 - 100,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Flexible spending account

Health insurance

Paid time off

Vision insurance

Job summary

City of Boston Credit Union seeks an experienced eBranch Manager to lead a high-performance team in a busy, in-person Boston environment. You will coach staff, drive first-call resolution, and ensure service excellence while maintaining regulatory compliance.

Responsibilities include staff development, goal setting, performance reviews, and promoting a strong sales and service culture across the eBranch. Strong leadership and communication are essential.

Qualifications

• Banking/credit union experience required with knowledge of retail policies and procedures.
• Five years of retail banking management experience with leadership ability.
• Bilingual skills are a plus; strong communication and organizational skills.

Responsibilities

• Hire, coach, and develop eBranch staff to ensure first-call resolution.
• Set goals and monitor call volume, queues, and service levels.
• Audit documentation for regulatory compliance and accuracy.
• Promote a sales and service culture with cross-sell skills.
• Lead performance development plans and conduct coaching sessions.
• Assist with strategy to meet sales and service goals.

Skills

Banking experience

Leadership

Coaching

Bilingual (optional)

Microsoft Office

Time management

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

City of Boston Credit Union seeks an experienced eBranch Manager to lead a high-performance team in a busy, in-person Boston environment. You will coach staff, drive first-call resolution, and ensure service excellence while maintaining regulatory compliance.

Responsibilities include staff development, goal setting, performance reviews, and promoting a strong sales and service culture across the eBranch. Strong leadership and communication are essential.