E-Branch Member Advocate Team Lead

Job Description

Job Description

General Job Description

The E-Branch Member Advocate Team Lead supports the daily operations and performance of the E-Branch team while also providing direct member service through telephone and digital channels. This role serves as a primary resource for team members by providing guidance, resolving escalated issues, completing authorized approvals or overrides, and supporting consistent service and operational execution.

The Team Lead partners closely with the E-Branch Manager to support employee performance, workflow, training, quality, and departmental goals while ensuring established policies, procedures, and compliance standards are followed.

Essential Duties & Responsibilities

• Serve as a day-to-day resource for eBranch team members by answering questions, providing guidance, and assisting with complex or escalated member situations.
• Resolve escalated account inquiries and service concerns within established authority and escalate higher-risk matters when appropriate.
• Complete authorized approvals, overrides, transactions, and account maintenance in accordance with Credit Union policy and procedures.
• Provide real-time coaching and feedback related to service, accuracy, productivity, and procedural expectations.
• Support onboarding and training of new and existing team members.
• Assist with daily workflow, staffing coverage, and operational coordination to support departmental service levels.
• Monitor team performance and service delivery and identify opportunities to improve quality, accuracy, efficiency, and productivity.
• Provide direct member service support as needed, including account inquiries, transactions, account maintenance, loan information, and other approved service activities.
• Identify members’ needs and recommend appropriate Credit Union products and services.
• Support departmental referral, production, quality, and service expectations.
• Maintain accurate documentation of member interactions, approvals, account activity, and operational actions.
• Support audits, quality-control reviews, and corrective actions as assigned.
• Maintain current knowledge of Credit Union products, services, systems, policies, procedures, and regulatory requirements.
• Follow and reinforce established security, authentication, fraud-prevention, confidentiality, and compliance procedures.
• Serve as an operational point of contact in the Manager’s absence within assigned authority.
• Perform other related duties as assigned.

Essential Qualifications

• High school diploma or equivalent.
• Three or more years of experience in banking, credit union, financial services, contact center operations, or a related customer service environment.
• Strong knowledge of account servicing, member service, and operational procedures.
• Strong verbal communication, coaching, and problem-solving skills.
• Ability to resolve complex issues and make decisions within established authority.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to provide guidance and feedback to team members.
• Ability to navigate multiple systems and applications efficiently.

Preferred Qualifications

• Previous experience providing peer leadership, coaching, training, or supervisory support.
• Experience handling escalated member issues or operational approvals.
• Experience in a metric or performance-based contact center environment.
• Bilingual English/Spanish skills.

What Success Looks Like

• Team members receive timely and consistent operational guidance and support.
• Escalated issues are resolved accurately and at the appropriate level.
• Quality, productivity, and service expectations are consistently supported.
• Coaching and feedback help improve employee performance and service delivery.
• Operational processes, approvals, and documentation are completed accurately.
• The team consistently follows established procedures, controls, and compliance requirements.

Physical/Mental Requirements of the Position

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, use hands, reach with hands and arms, and communicate verbally. Ability to lift up to 10 pounds.

Mental demands include attention to detail, reasoning, written and verbal communication, and the ability to manage multiple concurrent tasks.