Electronic Services Branch, Manager, Downtown

Job Title: eBranch Manager

Department: eServices


Reports To: AVP of Digital Services

FLSA Status: Exempt

Grade: 11

Summary

The eBranch Manager is responsible for creating a strong member service environment that will foster long-term financial relationships with Credit Union members by directing and administering the operational efforts of the eBranch. The eBranch Manager oversees the provision of services provided to existing and prospective members by maintaining a professional and knowledgeable team.

Essential Duties and Responsibilities

• Responsible for the supervision, training, development, and performance of eBranch staff including:
  • Leads and oversees all eBranch operations, including digital account opening, electronic banking platforms, ITMs, and member service delivery channels, while serving as a backup for eBranch staff and resolving member concerns.
  • Consistently leads by example through hands-on involvement in eBranch operations, providing support during staffing shortages, and resolving escalated issues.
  • Leads team development through regular one-on-one discussions, observations, structured team meetings, and intentional coaching and feedback that drive performance and professional growth. Responsible for eBranch-specific staff onboarding procedures and security training.
  • Creates a positive, high-performing culture by encouraging collaboration, recognizing individual and team achievements, and addressing morale issues effectively.
• Provides visible leadership within the community by participating in events that promote the eBranch, strengthen various partnerships, and support RGCU's success.
• Maintains a high standard of compliance by adhering to established policies and procedures, addressing operational findings in a timely manner, and ensuring audits are completed accurately and on schedule.
• Provides strong risk management leadership by reinforcing compliance expectations, preventing repeat errors and control gaps, and applying sound judgment when managing exceptions.
• Review and develop eBranch strategic plans in relation to the overall goals of the Credit Union.
• Responsible for achieving all eBranch goals as directed by management.
• Demonstrates accountability by owning both personal actions and work performance. Model successful performance as reflected on scorecard goals.
• Responsible for staff scheduling and timecard management.
• Adhere to regulatory compliance such as the Bank Secrecy Act (BSA), Equal Credit Opportunity Act (Reg B), Availability of Funds and Check Act (Reg cc), Electronic Funds Transfer Act (Reg E), (Reg D), and Privacy Act.
• Actively participates in cross-training initiatives and assures staff is kept abreast of all products, services, promotional events, and Credit Union initiatives.
• Ensures all eBranch transactions are balanced at the close of each day.
• Report all suspicious activity to the Risk Management department via the compliance group email.
• Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Experience - 2 to 5 years related experience.

Education - 4-year college degree or specialized course of study OR 5 years related experience.

Physical, Mental and Working Requirements

This position requires the ability to perform primarily sedentary office work, operate standard office equipment, and use a computer for extended periods. Must be able to communicate effectively, follow instructions, manage multiple priorities, and maintain professionalism under deadlines. Work is performed indoors in a climate-controlled environment. Occasional extended hours or off-site travel may be required. Regular attendance and the ability to handle confidential information are essential.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability