Virtual Branch Manager

Description

Summary:

The Virtual Branch Manager directs the operations of the virtual branch while setting the standard for a positive work environment and excellent Member service consistent with the Pillars of Alabama ONE by providing effective leadership and coaching to the Virtual Branch team. The Virtual Branch Manager will assign and direct the work of the Consumer Lending Specialists; ensure effective communication with the team; serve as a conduit to management with Member/employee issues, accolades, and concerns; establish expectations, communicate goals, and provide feedback to ensure metrics are reached; and confer with Members as the principal loan officer to provide recommendations and guidance related to lending needs and analyze loan requests to make credit decisions based on established consumer lending guidelines, communicating decisions to the Member.

Duties and Responsibilities:

- Assign and direct work of Consumer Lending TEAM; ensure effective communication and serve as conduit to management with Member/TEAM issues, accolades, and concerns; establish expectations, communicate goals with the TEAM, and provide feedback to ensure metrics are reached

- Confer with Members as a loan officer to provide recommendations and guidance related to lending needs and analyze loan requests to make credit decisions based on established consumer lending guidelines, communicating decisions to the Member

- Oversee and ensure delivery of excellent Member service consistent with the Pillars of Alabama ONE

-Conduct team meetings, yearly performance evaluations and learning sessions. 

-Monitor the delivery of excellent member service through virtual channels. 

-Resolve escalated member concerns. 

-Manage daily operations which would include workflow, staffing, scheduling and queue management to maintain service in a timely manner. 

-Support implementation of new products and services which would include employee training and education. 

-Support credit union growth by guiding staff in offering all products and services. 

-Provide feedback and updates to leadership on virtual branch performance. 

- Perform other duties as assigned.

Requirements

Minimum Requirements:

- Minimum three to five years of related experience that includes leadership and/or supervisory experience.

- Ability to effectively lead and communicate with his/her TEAM.

- Display a positive attitude as well as a pleasant and professional demeanor.

- Demonstrate the ability to work toward and attain established goals.

-Ability to manage multiple tasks in a fast-paced, technology-driven channel. 

-High understanding of deposit and consumer lending basics, as well as digital banking and member service practices.

Preferred Qualifications:

-Experience with credit union operation systems and banking platforms. 

-Experience managing remote or hybrid teams. 

- High level of comfort with performance monitoring as well as analytical skills.