Branch Experience Manager

Enrichment Federal Credit Union•Wartburg, TN

About The Position

Want to work for a non-profit organization whose premise is “People helping people”? Enrichment FCU offers outstanding benefits, and the opportunity to work with a team built on integrity and exceptional service to others. Join our team and help make a difference in the financial well-being of our members! The perks are so rewarding. Medical, Dental, and Vision Insurance Company paid Long-Term Disability, Basic Life, and AD&D 401k and Company Match Vacation, Sick time, and Holiday pay Employment Assistance Program End of Year Bonus Job Summary: The Branch Experience Manager serves as a pivotal leader within a digitally integrated branch, dedicated to delivering outstanding member experiences by leveraging innovative technology, expert financial guidance, and personalized service. Collaborating closely with Member Advisors on the floor, this role supports members while cultivating a strong, collaborative team environment. By actively coaching and developing staff, the manager ensures consistent, high-quality engagement that drives member satisfaction and loyalty in alignment with the credit union’s digital branch strategy.

Requirements

College degree in relevant field or equivalent experience preferred.
Minimum of three years’ experience in a financial services organization.
Committed to delivering exceptional member service while fostering a collaborative, high-performing team culture.
Proven leadership in coaching, developing, and guiding staff with clarity, consistency, and accountability.
Strong communicator with the ability to inspire morale, present information clearly, and respond effectively to inquiries.
Skilled in performance management with a supportive, growth-oriented approach.
Promotes teamwork and professionalism through ongoing development and positive leadership.
Proficient in digital banking tools and member engagement strategies; adept at multitasking across platforms.
Excellent problem-solving, organizational, and decision-making skills; exercises sound judgment.
Maintains a proactive, empathetic, and service-oriented mindset in all interactions.
Performs well under pressure while upholding integrity, confidentiality, and trust.
Detail-oriented, adaptable, and committed to continuous learning and training others.
Manages time effectively, prioritizes tasks, and works independently with minimal supervision.
Requires sitting and/or standing 6-8 hours a day; Stress related to important decisions.
Must be able to work a flexible schedule to include weekends and occasional after hours as necessary.

Responsibilities

Lead and support a team of Member Advisors in a digital branch environment.
Deliver hands-on coaching, mentoring, and training to strengthen advisor skills and boost performance.
Conduct performance evaluations and offer continuous coaching with monthly feedback to support ongoing staff growth. Facilitate regular team meetings and training sessions to reinforce operational expertise, address performance challenges, and drive continuous improvement, all focused on cultivating a culture of service excellence.
Manage employee scheduling and maintain detailed personnel records, encompassing performance evaluations, coaching notes, and member feedback.
Coordinate staffing for a small team to ensure sufficient coverage and smooth service delivery, while working closely with the Branch Operations Manager to support the needs of a traveling employee.
Assume responsibility for the team's knowledge, development, and training, and be accountable for instances when staff fall short of performance standards, fail to meet member needs, or do not follow established procedures.
Actively engage with staff and members on the floor to model service excellence and build team rapport.
Stay current on tools that enhance member support and advisor performance. Provide team training on existing products, services, and new offerings.
Monitor branch objectives and member experience metrics to identify opportunities for ongoing improvement.
Track progress toward branch goals, evaluate member satisfaction, and assess advisor performance, regularly report insights and outcomes to leadership to support overall success. Support the successful implementation of marketing programs and promotions by creating member and community awareness.
Foster a member-centric culture that emphasizes tailored financial advice and easy access to digital services.
Ensure members receive a warm, timely welcome and are smoothly guided through ITM services, financial counseling, account assistance or expert consultations through the virtual office.
Collaborate closely with cross-functional teams to reduce ITM service interruptions and downtime, partner with other departments to meet member needs and deliver a seamless experience.
Manage sensitive member concerns with care and professionalism, taking full responsibility for resolving complex issues efficiently and thoughtfully.
Participate in all required and recommended training and development. Participate in credit union team projects and strategic initiatives when the opportunity arises.
Actively participate in community events, serve on community-related boards, committees, and/or small business groups, and support financial wellness campaigns while cultivating strong relationships with community organizations, local businesses, and key influencers to enhance the credit union’s visibility and impact.
Embrace and apply EFCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, member relationship and service standards, and be committed to minimizing variation and maximizing value. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
Responsible for regular and predictable attendance including punctuality.
Adhere to credit union policies, procedures, and regulatory requirements. Ensure privacy and security standards are upheld in all member interactions.
Perform other duties and responsibilities as required or assigned by management.