eBranch Coordinator

FIRST CREDIT UNION•Chandler, AZ

4d•Onsite

About The Position

The E-Branch Coordinator plays a key leadership role within the Member Solution Center, responsible for coaching, developing, and motivating representatives to consistently meet and exceed individual and team performance goals. This position guides staff in delivering high-quality, meaningful service across multiple communication channels, fostering strong member relationships, and ensuring an exceptional member experience. The coordinator promotes a positive, collaborative team environment by leading by example, communicating effectively, and aligning daily operations with the Credit Union’s core First Values. This role represents the Credit Union in a professional, service-driven manner and plays a vital part in ensuring member satisfaction and team success. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Greet and welcome members to the credit union and interact with co-workers in a courteous, friendly, respectful, professional and timely manner, providing, prompt, accurate and efficient member transactions.

Requirements

High school diploma or equivalent.
One year related experience and/or training; or equivalent combination of education and experience.
Superb member service orientation.
Strong numeric ability.
Accuracy and attention to detail.
Computer proficiency.
Stress management/composure.
Good listening and communication skills.
Honesty and integrity.
Teamwork.

Nice To Haves

Previous cash handling experience.
Previous experience with a credit union highly desirable.
Multi-lingual capabilities to include Spanish are a plus.

Responsibilities

Thorough knowledge of Credit Union products and services.
Maintain an up-to date and comprehensive knowledge on all related policies, procedures, rules, and regulations.
Collaborate with the Member Solution Center leadership to foster a positive, high-performance work environment by coaching and developing team members, promoting continuous improvement, and guiding staff toward achieving professional and incentive-based goals.
Conduct monthly one-on-one coaching sessions focused on performance improvements and skill development.
In Coordination with the Member Solution Center Manager schedule, coach and motivate the branch in an effort to achieve goals and maintain optimal member service satisfaction levels.
Work closely with the Member Solution Center Manager in creating a positive working environment by developing and coaching team on a consistent basis and guiding employees to achieve incentive and professional goals
Be a Champion for Innovation using multiple communication channels including Eltropy, GRO, Origence and adapt with new technologies as presented.
Coordinates with the Member Solution Center Manager and Org. Development with the goal of MSC employees becoming Universal Employees, aligning with the Member Solution Center Vision and Goals
Responsible for month-end reporting and quality assurance including completing evaluations for both phone/chat/text and video calls and all other internal controls and established policies and procedures.
Responsible for responding to online reviews in a timely manner through Birdseye tool, and assisting in responding to member inquiries through Engageware.
Provide support for escalated members issues or service disruptions.
Trouble shoot member concerns
Assist in managing the security and safety of the Member Solutions Center, by upholding security and safety policies and procedures.
Educate/alert staff regarding practice
Collect complete member loan applications by phone or electronic communication channels.
Interview members for loan applications.
Accurately collect information in order to process and fund all loan types (secured and unsecured).
Utilizing third party software to process and review applications that began online and ensuring team is following up on these applications based on policy and procedure.
Maintain an up-to-date and comprehensive knowledge on all credit union products and services.
Promote, explain, refer and cross-sell other credit union services such as electronic services, credit and debit cards, accounts and additional loans.
Outbound contact with existing members for follow-up, cross sell opportunities, offers and campaigns.
Good organizational methods and attention to detail to closely monitor member applications and loan applications.
Ability to handle confidential/sensitive information in a professional manner.
Effectively communicate changes, issues, questions, updates, between staff, manager, and solutions teams.
Promote, explain, refer and cross-sell other credit union services such as digital banking services, credit and debit cards, checking accounts, and additional loans.
Comply with NMLS registry and training to offer home equity loan products.
Work with the Member Solution Center Manager in developing and monitoring quality control practices.
Complete daily work ensuring accuracy and scanning documents to appropriate departments.
Ability to securely send and sign documents electronically to Members.
Ensure compliance with all governing regulations, especially Bank Secrecy Act requirements including Currency Transaction Reports and monitoring and reporting as appropriate any suspected suspicious activity.
Maintain knowledge of Office of Foreign Asset control (OFAC) requirements.
Be a champion for the Credit Unions Strategic Vision.