Branch Service Lead

Job Description

Job Description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 14th year in a row (2013-2026)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience.  In addition to high paying wages, Credit Union West also offers the following:  

• Full-time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

Be part of our award-winning team!

While this role is located in our Papago Branch, candidates will complete five weeks of comprehensive, full-time training at our corporate headquarters in Glendale, AZ before transitioning to their home branch.

POSITION SUMMARY

Enhances the quality of life for our members by meeting or exceeding their service expectations personally and through effective coaching and support of branch employees. Meets sales objectives and actively assists members with a diverse range of services including transactions and loans. Provides leadership support, mentorship, and training to help ensure team member growth and development while supporting a positive member experience. Consistently contributes to day-to-day operational duties, thereby complementing the business development efforts led by the manager. All duties will primarily be performed at the individuals home branch. However, they must also be prepared to provide onsite support to other branch locations as needed.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Sales & Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Meets or exceeds sales and production objectives by handling member requests, identifying needs and making recommendations. Responsible for accurate application processing, documentation, and funding of consumer loans including personal, credit cards, auto, and home equity, while offering a variety of peace-of-mind ancillary products. Participates in outbound calling campaigns and marketing efforts to increase individual and team production. Reviews member service surveys and facilitates eedback with respondents, while passionately encouraging the team to consistently deliver on excellent service and experience. 

• Operational Soundness - Responsible for supporting the manager in overseeing the day-to-day operations of the branch. This includes cash handling, cash ordering, transaction processing, compliance and regulatory adherence, and vault-related assigned responsibilities. Identify and mitigate potential risks in the branch to support successful audits and operational soundness.

• Leadership Support – Provides leadership and coaching to ensure that team members become well-trained and excel in their roles. Makes talent development a priority for branch team members and assists others to achieve performance expectations. Consistently supports the branch team by demonstrating an understanding of policies and procedures and maintaining up-to-date knowledge of credit union products, services, and industry trends, serving as the branch’s subject matter expert. Effectively de-escalates member concerns with empathy and in alignment with our core values. Uses sound judgment by providing overrides within permission authority while fostering improved judgment skills in others.

• New Account and Member Maintenance – Opens, maintains, and closes diverse membership accounts including but not limited to savings, checking, certificate, and retirement accounts. Opens specialty accounts such as Business, Trust and Estate and provides proactive and timely follow up. Encourages the adoption of digital services and assists members with online banking, direct deposit, and mobile wallet. Assists members through digital channels such as phone, video, and email, ensuring professional communication through all channels. Completes teller transactions as needed.

• Performs other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

EDUCATION: A high school diploma or G.E.D.

EXPERIENCE: A minimum of 3-5 years of experience in a financial institution required. Ability to work shifts between the hours of Monday – Saturday 8am to 6pm. Bilingual preferred.

SKILLS & COMPETENCIES

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.

• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.

• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.

• Act as a change agent who can collaborate with diverse interests and adapt to internal, market or regulatory-driven changes.

• Strong mentoring, coaching experience to a team with diverse levels of expertise.

• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.