eBranch Manager

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

OVERVIEW:

Provide leadership and direction for a high-performance team of eBranch service team members to ensure first-call resolution while consistently providing an excellent member service experience. This position will actively lead, manage, assess, and develop eBranch staff and maintain effective oversight and leadership in a high-volume call environment.

• Hire, assess, coach, and develop high-performing teams to ensure consistency and uniformity in providing excellent member service ensuring an operationally and regulatory compliant eBranch.


• Provide consistent and appropriate one-on-one assessments, coaching, and development for eBranch staff. Formulate and implement individual development plans and ensure that all eBranch staff members have applicable individual development plans.


• Manage the performance of team members to ensure first-call resolution whenever possible.


• Assist in setting goals and objectives, daily/weekly/monthly, to meet/exceed overall sales and service goals for the credit union.


• Track call volume, queues, and member requests daily/weekly/monthly to properly manage the team to an effective and efficient member service experience.


• Monitor call and queue reports, determine trends, etc.; provide recommendations to help ensure a better ongoing member experience.


• Ensure proper skill-based routing for team members based on knowledge, skills, and abilities.


• Conduct audits of negotiables and paperwork to ensure documentation is accurate and in compliance with regulations, policies, and procedures.


• Take escalated calls as necessary.


• Meet/exceed eBranch metrics set forth for servicing (i.e. productivity for your team, average call time and hold time, average wait time, abandonment rate, service level, and member survey results).


• Conduct call calibration sessions with eBranch MSRs and QA using recorded calls.


• Back up any queue when call volume dictates.


• Promote a sales and service culture. Ensure eBranch staff possess and utilize sales, service, and cross-sell skills to achieve individual and team sales goals


• Assist with managing strategies to meet sales and service goals, including the implementation of tactics designed to achieve those goals.


• Other duties as assigned.

Requirements

• Banking /Credit Union Experience


• The position requires an in-depth knowledge of retail policies and procedures to utilize good judgment in making sound decisions, usually acquired with at least five years of retail banking management experience.


• Bilingual skills are a plus.


• Proficient in using Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.


• Excellent organizational and time management skills, with the ability to provide leadership, supervision, and training to employees using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills.


• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, and write reports, correspondence, and procedures.


• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations. Proven critical thinking and strategic planning skills.


• Proactive self-starter with the ability to take initiative with little direction, while also having the ability to work collegially within a collaborative environment.


• Strong communication and interpersonal skills required.


• Excellent interpersonal, oral, and written communication skills


• Ability to multi-task; good time management skills


• Excellent research and problem-solving skills


• Highly ethical.

Job Type: Full-time

Pay: $79,000.00 - $100,000.00 per year

Benefits

• 401(k)


• Dental insurance


• Flexible spending account


• Health insurance


• Paid time off


• Vision insurance

Experience Level

• 5 years

Shift

• 8 hour shift

Application Question(s)

• Are you bilingual?

Education

• High school or equivalent (Required)

Experience

• Banking: 5 years (Required)


• Management or Leadership: 3 years (Required)

Ability To Commute

• South Boston, MA 02127 (Required)

Work Location: In person