Lead E-Branch Representative

Mirastar FCU•San Jose, CA

5d•$33 - $36

About The Position

The Lead E-Branch Representative will act as a primary float resource for the contact center and E-branch network and designated to provide coverage at different locations based on business needs. The Lead E-Branch Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, and will occasionally serve in a supervisory capacity by providing guidance to other staff members and our membership as needed. This includes communication with members through in-person, over the phone, and digital channels. This individual will be responsible for the productivity and efficiency, including quality control and compliance with all policies, procedures, and regulatory requirements. They may also be asked to perform account maintenance activities and process basic financial and lending transactions. The Lead E-Branch Representative will assist with contact center and E-branch operations and service duties in management’s absence.

Requirements

High School Diploma and a range of 3 to 5 years in related experience and/or equivalent combination of education and experience.
Detail-oriented, self-starter who can work independently and/or remotely
Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally and publicly at all levels
Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner
Forward-thinking, with professional standards and business profile
Ability to handle multiple tasks simultaneously and shift priorities in an efficient and effective manner
Ability to maintain strict confidentiality
Ability to conduct thorough research and provide workable recommendations and solutions to problems
Broad knowledge of, and practical experience with operations functions, lending functions, products and services, and the laws and regulations that affect the Credit Union
Computer literate and proficient in software applications, Adobe Acrobat, online research tools, and MS Office: Word, Excel, PowerPoint, Outlook, Teams, and Zoom
Leadership ability, including the daily support of team members
Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures, as well as taking advantage of the continuous education opportunities within and outside of the Credit Union
Must maintain flexibility in schedule as this position is designated to provide coverage at different locations, including but not limited to the San Jose and Gilroy areas
Effective interpersonal and interdepartmental skills with the ability to work with all levels of
Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services
Hungry: Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity.
Humble: Lack excessive ego or concerns about status. Quick to point out the contributions of others and slow to seek attention for self. Shares cred emphasizes team over self and defines success collectively rather than individually.
Works Intelligently: Has common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

Responsibilities

Open new membership and subsidiary accounts, including all types of depository and account ownerships (e.g., trusts, retirement, fiduciary, and organizational accounts).
Onboard new memberships opened online and ensure an exceptional new member experience.
Assess member loan needs from start to finish, starting with loan type, ancillary product review, and submission of application. Follow up as needed with consumer and auto loans, which may include closing.
Cross-sell products and services within established guidelines.
Provide Front Desk duties and responsibilities associated with member, vendor, and/or staff check-in.
Assist in the daily operations of the City Centre office to ensure efficiency and security, including to but not limited to opening and closing of the office, mail delivery, security and safety controls, process improvement, and supply management.
Perform account maintenance activities, including closing accounts, establishing Power of Attorney, account transfers, processing ownership changes, and certificate renewals.
Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
Answer questions and resolve problems on products and services.
Provide an additional support point of contact for staff to resolve escalated member situations and on-the-spot feedback to service our members more efficiently.
Provide leadership, knowledge, and support to contact center & E-branch staff in handling member transactions and escalations.
Assist in the training of new employees and existing employees.
Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status.
Assist in preparing and adhering to lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
Assist with contact center & E-branch controls, including new accounts reviews, error log reviews, and overall quality control.
Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience.
Participate in product and services promotions.
Meet all requirements to become a Notary Public.
Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.
Fill in at branch locations as needed or other roles in the company as needed.
Assist management with follow-up on staff job duties to ensure completion of assigned tasks.
Assist in writing and updating policies and procedures.
Inspire, motivate, and provide suggestions to help team members reach individual and team goals.
Provide technical and subject matter expertise to team members.
Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program.
Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act, including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, CTR, Monetary Instrument log, and reporting of suspicious activities to your supervisor and BSA Officer.
Other Duties as assigned.