Virtual Branch Manager
Member Services
Position Summary
The Virtual Branch Manager ensures all financial needs of members are identified and met within the Virtual Branch. This role involves leading a team of high-performing employees, directing service, sales, and operational processes, and collaborating with other department managers to increase business. The manager also handles escalated member scenarios, cross-sells products, ensures policy compliance, and is accountable for achieving individual and departmental goals.
Essential Duties and Responsibilities
- Lead a team of high-performing and engaged employees through effective people leadership practices.
- Regularly communicate performance expectations and provide coaching to maintain high performance.
- Direct, articulate, and demonstrate the effective execution of service, sales, and operational processes.
- Ensure all financial needs of members are identified and met.
- Partner with other department managers such as Mortgage, Small Business, and Meriwest Wealth Advisors to collaborate and increase business.
- Assist members over the phone for escalated scenarios.
- Cross-sell additional products and services to increase product penetration.
- Ensure all policies and procedures are followed to proactively mitigate risk within the department.
- Participate in and be accountable for achieving individual and departmental goals.
- Perform other duties as assigned.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Minimum Qualifications
- Minimum five years' banking or financial services experience, required.
- Minimum three years' management experience, required.
- Two years' experience in a call center, one year of which was in a supervisory or lead capacity, preferred.
- A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
- A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
- Must be able to participate in Saturday rotation schedule as assigned.
- Broad knowledge of, and practical experience with, financial institution operating areas, functions, products and services and the laws and regulations that apply to the credit union.
- Demonstrated experience in consultative selling techniques.
- Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment.
- Demonstrates the ability to lead and supervise team members to achieve results related to service level agreements, sales, and operations.
- Demonstrates the ability to advise, provide member services, and achieve relationship sales objectives by anticipating and understanding member's needs and recommending products that will benefit them.
- Detailed oriented, excellent organization, verbal, and written communication skills.
- This position requires that you obtain, and maintain, a National Mortgage Licensing System (NMLS) number as required by SAFE Act.
- Verifiable job history showing stability, consistency, dependability, and accountability.
Do you want to be valued as an employee?
Employees are Meriwest's most valuable resource. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions. Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Virtual Branch Manager position is a Grade 12.
Target Range: $95,186.12 to $118,982.65*
The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.
- We also offer an excellent, fully comprehensive benefits program, including:
- Medical/Dental/Vision on the first day of employment for full-time employees
- Free Long Term Care Insurance for employees
- Tuition Reimbursement/Student Loan Repayment Program
- Pension Plan/401K
- Bonus and incentive potential
- Generous Paid Time Off (PTO)/Holiday program
- Career growth support and planning programs
- In-house fitness center
- Discounts on new Mortgage after 6 months of employment
Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
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