Virtual Branch Team Lead (Onsite Role-Baytown, Tx)

Job Description

Job Description

Role:

The Virtual Branch Team Lead will monitor agent activities to ensure calls and chats are answered in a timely manner. Responds to questions and/or provides solutions upon request from members internally and externally. Assist the Virtual Branch team toward the achievement of member satisfaction/member effort and exceed organizational goals.

Essential Functions & Responsibilities:

E

40%

Assists members and employees with calls as needed by phone or electronic channels. Aids staff on the following applications (Digital Insight, CST, EZ Admin, Compass, Lanvera, SWBC, etc.). Answers questions about products and services, resolve escalated calls with appropriate authority, refers problems that are beyond their authority to the next level with their recommendations.

E

25%

Monitors the work of the Virtual Branch MSR’s to identify areas of improvement regarding the departments operating methods, technologies, procedures and follows up with Virtual Branch Management Team.

E

15%

Provides as backup assistance in member services. May function as an MSR or PFO, filling in a peak time to provide coverage during shortages.

E

5%

Assists the Virtual Branch Team to identify cross-servicing opportunities to offer members and help with their financial needs through enhancements.

E

5%

Ensures member account information is correctly entered and monitors department activities for compliance with established policies and regulations.

E

5%

Serves as a Mentor, providing guidance, feedback, and support to new employees during their training period as needed.

N

5%

Performs other duties as assigned.

Performance Measurements:

1.

Provides back up and support to the Director of Virtual Services and Assistant Branch Manager in daily operations of Virtual Branch.

2.

Maintains effectiveness in varying environments, task, responsibilities, Live Chat monitoring, ACH/Wires processing, while still completing assignments in a timely manner.

3.

Provides accurate, courteous, friendly, timely and professional service to all members.

4.

Cross trains with other roles within the Virtual Branch Department as needed.

5.

Conducts communications with reporting manager to advise on problems and issues impacting credit union operations.

6.

Maintains a professional appearance and atmosphere for the department.

7.

Makes rational and realistic decisions which are based on logical assumptions and reflects factual information and consideration of organizational resource.

8.

Maintains a professional appearance and atmosphere for the department

9.

Demonstrates an understanding of, and follow the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.

Knowledge and Skills:

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. The ability to manage difficult or emotional situations. Work may involve motivating or influencing others. Outside contacts become important when fostering sound relationships with other entities (companies and/ or individuals) becomes necessary.

Other Skills

Working knowledge of regulations relating to all Credit Union deposit products (Reg B. Reg E, Reg CC, Reg D, Reg Z, Truth-in-Savings Act) and credit union products and services. Be a positive role model for immediate staff by demonstrating good verbal, interpersonal, written communications and telephone skills.

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.

Work Environment

Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.