Assistant Manager Virtual Branch

Overview
The Assistant Manager Virtual Branch supports the success of GreenState's Virtual Branch by overseeing daily operations, developing staff, and ensuring outstanding service delivery across digital and phone channels. This role provides next-level support for escalated member interactions, drives sales performance, and fosters a culture that aligns with GreenState's mission, vision, core values, and Member Experience Standards.
GreenState Culture:
At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.
Hours:
M-F 8-5:30
2-3 Saturdays a month from 8:30-12:30
Salary range position is $ - $84,112.08 with a monthly incentive opportunity and a progressive benefits package.
Responsibilities
* Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.
* Demonstrates a positive member service (internal and external) focus at all times.
* Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
* Ensures confidentiality of member information.
* Supports a diverse and inclusive work environment.
* Lead, coach, and mentor direct reports and other team members to maximize performance and member experience.
* Conduct regular coaching sessions, performance reviews and 1-on-1s, identify training needs, and develop individualized improvement plans for members of the team.
* Oversees training and development by assisting in onboarding and training new hires, providing ongoing training and updates to the team, and ensuring staff remain consistent in adhering to policies, procedures, and service standards.
* Promotes staff growth and professional development through individual coaching, group training, and succession planning.
* Oversee daily operations of the sales function within the virtual branch, ensuring optimal staffing, scheduling, and workflow management.
* Provides guidance and support for escalated or complex member interactions, acting as a resource and mentor for staff. This includes addressing member escalations in a timely manner.
* Analyze member feedback to continuously improve processes and service delivery.
* Ensure proper use of CRM software to accurately document sales activities, member communication, and monitor reporting.
* Performs quality control activities for the team to ensure that team calls and member-facing interactions consistently align with ethical standards and established guidelines.
* Meets attendance standards to perform job functions including to provide team oversite, coordination of work, and ongoing feedback, and necessary production backup.
* Leads and or participates in projects and other duties as assigned.
Qualifications
* Minimum of four (4) years of financial institution experience with knowledge of all GreenState accounts and products, or other related communication center and/or financial institution background.
* Must have one (1) to two (2) years supervisory experience.
* Proven sales experience with consistent achievement or surpassing targets.
* Strong knowledge of retail banking products and services, particularly in digital and phone-based channels.
* Familiarity with Salesforce, loan and deposit core systems, and call center phone systems.
* Proficiency in Microsoft Office applications.
* Excellent verbal and written communication skills with the ability to deliver constructive feedback, resolve conflict, and foster collaboration.
* Skilled in performance management, coaching, and mentoring.
* Capable of delivering feedback constructively and conducting performance reviews.
* Regular and punctual attendance required.
* Must be bondable and registered under the S.A.F.E. Act.
Compensation details: Yearly Salary