Branch Member Experience Lead bei O Bee Credit Union

Description

Do you have a passion for helping others?

Do you thrive in a lively, supportive, and community-focused workplace?

Do you appreciate the unique roots of our organization? Yes, we started in the Olympia Brewery even though we serve all of Washington today. Want to be part of something special?

If you’re nodding along, then we want to hear from you!

O Bee Credit Union is hiring a Branch Member Experience Lead to join our amazing team in our Operations. This is a full-time role that plays a vital part in supporting our mission, our Members, and our one-of-a-kind company culture.

 

What You’ll Do

As an unapologetically unique, service-obsessed credit union, we thrive on improving the lives of our Members through financial well-being. Our Branch Member Experience Lead is pivotal to achieve this. This position will ensure that we provide world class Member service to the communities we serve. You will do this by building relationships, conducting financial transactions and guiding our Members on their financial journey. As the face of the credit union, you are O Bee. This role is critical in supporting Operations by filling in at various branch locations as needed. This position requires frequent travel, and strong adaptability, ensuring seamless service across branches. 

Responsibilities

Team Support: 

• Support a positive, transparent work environment that encourages trust, accountability, and high performance, providing guidance and on-the-job instruction as needed. 
• Serve as the team’s anchor, acting as the primary resolution point for complex member concerns, high-risk account situations, and challenging service scenarios. 
• Lead team members in research, reconciliation, and resolution of complex service issues, delivering member-focused solutions. 
• Lead by example, coaching, mentoring, and assisting in training branch team members to build confidence, knowledge, and efficiency. 
• Take charge in leadership absence, ensuring continuity, decision-making, and team support. 
• Authorize and justify fee reversals, adjustments, and exceptions, applying sound judgment and O Bee policies. 
• Maintain absolute professionalism, discretion, and confidentiality in all interactions. 

Operational Excellence: 

• Look for opportunities to enhance the banking relationship by recommending products and services that align with Members’ financial needs. 
• Answer and ask financially driven questions to focus on a needs-based approach to offering solutions. 
• Promote O Bee’s financial products and services to help Members achieve their financial goals. 
• Support Members and team members to gain financial confidence and build trusting relationships. 
• Participate in new projects, systems testing, and procedure development as requested. 

Member Experience & Service Delivery: 

• Assist our Members in branch with product and service knowledge, transactions, and account research. 
• Provide troubleshooting assistance for our Members in their use of our digital services. 
• Actively listen to understand Members’ needs and provide personalized solutions that align with their financial goals. 
• Educate Members about O Bee’s products, services, and digital tools to empower their financial well-being. 
• Handle Member life events and compromised accounts with empathy, professionalism, and offering reassurance and support to impacted Members. 
• Accurately conduct and complete transactions, including but not limited to, deposit and withdrawals, transfers, loan payments, check requests, certificates of deposit, cash advances and wires. 
• Accurately manage large volumes of coin and cash. 
• Handle escalated member concerns and de-escalate high-pressure situations while maintaining professionalism. 
• Ask curious questions to support resolving concerns, ensuring seamless handoff when engaging management or support departments. 
• Open new account relationships, add deposit products, research and troubleshoot complex issues. 
• Engage in loan product conversations, take applications and assist with the loan process, sign closing documents with Members. 

Compliance & Risk Management 

•  Ensure compliance with security, audit, regulatory, and privacy policies, including the Bank Secrecy Act. 
•  Comply with policies, procedures, internal controls, and fraud mitigation measures. 

Perform additional duties as needed to contribute to the success of the branch and O Bee Credit Union.

What Desired Qualifications You’ll Bring

• High school diploma or equivalent 
• Minimum of two years in a high-quality customer service role 
• Minimum 18 months in a full-service banking branch 
• Notary Public, or ability to become a registered Notary Public within six months 
• Ability to travel locally up to 100% of job time 

Skills That Shine

• Strong leadership and team development skills with the ability to mentor and guide employees effectively.
• Advanced problem-solving skills, including handling escalated member concerns with professionalism.
• Ability to assess complex account situations, research and resolve high-risk or high-impact issues.
• Ability to de-escalate difficult situations, maintaining professionalism while finding appropriate solutions.
• Proficiency in Microsoft Office, Symitar, and digital banking platforms.
• Knowledge of contact center technology, including call routing, CRM systems, and remote banking solutions.
• Ability to monitor team performance in real-time, make adjustments to optimize call queues and workload distribution.
• Maintain a working knowledge of technologies, both internal and external, that drive department performance and efficiency.
• Ability to analyze workflows, processes, and procedures, with a focus on technical writing and process efficiency.
• Ability to adapt to changing priorities and member needs, ensuring a high level of flexibility in service.
• Ability to express thoughts clearly and concisely, both verbally and in writing.
• Commitment to professional growth, actively pursuing education and training opportunities inside and outside the credit union.
• Understanding financial regulations, industry standards, and credit union policies.
• Works independently while contributing to a supportive and high-performing team.
• Embodies the core values of trust, inclusion, integrity, community, and empowerment.

Why You’ll Love Working Here

Our organization is deeply rooted in the communities we serve, and we take pride in being a part of local events like parades, festivals, and music celebrations. We also offer a competitive benefits package, including:

• Employer-paid medical, dental, and vision insurance options
• 100% 401(k) match up to 4% of your salary
• Tuition reimbursement
• Charitable Volunteer Hours
• Incentive pay for achieving individual or company goals 
• A vibrant, inclusive, and people-first workplace culture

The Details

• Location: Administration Building, Lacey, WA
• Pay range: $25.85-$38.77 and is dependent on experience. 
• Recruitment will remain open until the position is filled
• Applications submitted without a resume will not be considered

Let’s brew something great together. Apply today and be part of something meaningful at O Bee Credit Union.

O Bee Credit Union provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran.