Hybrid Virtual Services Assistant Branch Manager bei Resource One Credit Union

Description

Position Summary:

The Virtual Assistant Branch Manager is an integral part of the Virtual Services Team supporting our members through Popiyo, virtual contact channels, digital functions, chat, text, and or phone. We prioritize accuracy, quality, and urgency to support the Resource One ecosystem to be the most responsive to our membership base with the right products and services.

The Virtual Assistant Branch Manager supports the Virtual Team with compliance, operations, sales, and performance targets. The Assistant Manager provides leadership, management, and guidance to the branch teams to exceed member’s expectations with unique and memorable experiences. He/she enables the team to achieve production goals, operational excellence, growth, and profitability by serving our membership base.

The Virtual Assistant Branch Manager is responsible for leading, guiding, and coaching the team to increase participation and engagement of our employees and members through our relevant products and services.

The Virtual Assistant Branch Manager is an innovative, member centric leader responsible for direct impact and modeling our experience strategies through a culture of honesty and integrity. This position demonstrates a commitment to excellence through continuous staff development enhancing employee engagement, service skills, knowledge base and morale.  

Role and Responsibilities

• Support Virtual Branch Manager to manage, coach, and guide employee experiences enabling people to improve their skill levels and competencies to reach and/or exceed experience standards for members and performance expectations of the team.
• Provide assistance, direction, supervision, and/or training of employees. 
• Demonstrate visibility with the team, building dynamic team environments, where individuals can excel and be motivated by their work.  
• Recruit, hire, and identify exceptional talent through the credit union’s hiring process, prioritizing employee development to design recommendations for advancement, promotion, or other internal opportunities for our teams.
• Work with Virtual Branch Manager to manage, guide, and lead operational projects and programs to ensure compliance within virtual network, improving performance, and developing our people to learn compliant business approaches, mitigating risk.
• Operate with a challenger mindset to rewrite the experience playbook and deliver critical differentiation within our virtual channels.
• Lead, influence, and implement change related procedures and approaches to improve our member experiences, performance, and/or operational functions.
• Identify, manage, and lead cross-functional initiatives that serve our membership base to grow our deposit and lending balances, credit card portfolio, ancillary services, and digital suites, driving revenue and fee income.
• Lead by example and help build a culture of collaboration, innovation, urgency, and accountability.
• Manage goals, and innovative strategies, driving adoption to improve overall satisfaction, reduce attrition and create memorable delightful moments for our members. Operate from a continuous improvement mindset.
• Manage and coordinate aligned resources to drive initiatives forward and complete tasks; Manage schedules, compliance, and operating functions including but not limited to: New account processes and reviews, branch audits, account transactions, performing transactions for members, loan and new account origination, resolution of service issues, etc.
• Drive consistent communication and education across our virtual teams.
• Actively contribute to a constant pipeline of innovative growth ideas.
• Monitor budgets and business performance pursuing efficiency strategies and taking forward thinking action in business practices.

Requirements

• Bachelor’s degree preferred; Associate degree required. In lieu of educational requirements, 5+ years of managing and leading teams within a customer centric industry. 
• 2+ years of sales, business management or change management experience within a customer centric industry.
• 2+ years managing and leading high performing teams.
• 2+ years’ experience coaching in a team environment.

Knowledge, Skills and Abilities

• Strong ability to problem solve and influence others.
• Business acumen and innovative thought processes required.
• Strong decision-making capabilities.
• Drives for results, with strong accountability and attention to detail.
• Ability to balance multiple complex tasks with urgency and prioritization.
• Superb analytical skills and ability to derive insights to open-ended challenges.
• Ability to connect data points to business opportunities and innovative solutions.
• Ability to develop alternative solutions to complex problems, problem solve, think outside the box, and recommend the best solution; 
• Presentation skills and ability to effectively communicate to an audience.
• Proven record of deliverables on complex and loosely defined problems; act with urgency.
• Ability to influence, collaborate and work through authority and without authority.
• Superior written and verbal communications.
• Passion for delivering exceptional virtual member experiences and driving business growth.

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items
• Additional Notes
• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position. 

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.