Feb 07, 2025
Virtual Branch Manager
- Coastline Federal Credit Union
- Jacksonville, Florida, United States
Customer Service
Management
Job Description
Virtual Branch Manager
At Coastline, we embody the mindset of "people helping people." Every day, we strive to make meaningful connections and provide financial solutions that transform lives. If you're ready to embark on a journey where your talents are valued, and your potential is encouraged, consider joining us as a Virtual Branch Manager.
We foster a work environment where Excellence, Fun, Unity, and Respect come together. More than just a team, we are a family-oriented organization that values personal growth, collaboration, and a positive work-life balance. Be part of a culture that not only drives success but makes every day fulfilling and enjoyable.
The Virtual Branch Manager role is an in-office position and does not offer remote work.
Essential Duties include:
Serve as the primary liaison between Coastline and the call center service provider, ensuring effective communication and promptly resolving concerns.
Lead the department in identifying and promoting products and services that align members' needs, ensuring the achievement of both branch and individual objectives.
Maintain strict adherence to security protocols and thorough member identification while handling inbound calls and web messages, ensuring accuracy and professionalism.
Oversee all incoming communication sources including chats, escalated issues, emails and member messages ensuring professionalism and efficient responses.
Analyze reports both internally and provided by call center service provider to ensure service level expectations are met. Provide updates to management on a weekly and monthly basis to track performance trends.
Coach, train, and mentor Contact Agents to foster a culture of continuous improvement, ensuring exceptional service delivery and strong performance outcomes.
Guide the team in utilizing effective cross-selling techniques providing members with information on credit union products and services in a courteous manner.
Integrate loan products, additional shares, and services into daily operations while tracking and reporting results to support a robust sales and service culture.
Required skills:
Excellent written/verbal communication skills and have a professional appearance and manner
Competent with PC based programs – Microsoft Word, Excel and PowerPoint
Ability to work independently and complete assigned tasks within identified time frames
Possess strong organizational, coaching and mentoring skills
Education and Experience:
High school diploma or equivalent is required. A degree preferred.
Minimum of two years' experience in a call center environment with demonstrated proficiency with related operational support systems. Minimum 2 years of leadership experience. Possesses clear and defined staff processes and project leadership capabilities Prior credit union experience preferred.
Some of our Benefits include:
Medical, Dental and Vision Insurance
Paid Time Off
Paid Holidays (13)
401k & Company Match
Life Insurance, Short-Term and Long-Term Disability Insurance
Incentive Plan
Discount savings on movie tickets, theme parks and more
The above statements describe the general nature and level of work being performed by the person(s) assigned to this job. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Employees can be asked to do other duties to help fulfill our mission, drive our vision and abide by our core values.
Coastline Federal Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment, without regard to race, creed, ancestry, citizenship, religion, color, gender, gender identity, gender expression, age, national origin, political belief, sexual orientation, genetic information, marital status, disability or any other protected characteristic or status under applicable federal, state and local laws.
At Coastline, we embody the mindset of "people helping people." Every day, we strive to make meaningful connections and provide financial solutions that transform lives. If you're ready to embark on a journey where your talents are valued, and your potential is encouraged, consider joining us as a Virtual Branch Manager.
We foster a work environment where Excellence, Fun, Unity, and Respect come together. More than just a team, we are a family-oriented organization that values personal growth, collaboration, and a positive work-life balance. Be part of a culture that not only drives success but makes every day fulfilling and enjoyable.
The Virtual Branch Manager role is an in-office position and does not offer remote work.
Essential Duties include:
Serve as the primary liaison between Coastline and the call center service provider, ensuring effective communication and promptly resolving concerns.
Lead the department in identifying and promoting products and services that align members' needs, ensuring the achievement of both branch and individual objectives.
Maintain strict adherence to security protocols and thorough member identification while handling inbound calls and web messages, ensuring accuracy and professionalism.
Oversee all incoming communication sources including chats, escalated issues, emails and member messages ensuring professionalism and efficient responses.
Analyze reports both internally and provided by call center service provider to ensure service level expectations are met. Provide updates to management on a weekly and monthly basis to track performance trends.
Coach, train, and mentor Contact Agents to foster a culture of continuous improvement, ensuring exceptional service delivery and strong performance outcomes.
Guide the team in utilizing effective cross-selling techniques providing members with information on credit union products and services in a courteous manner.
Integrate loan products, additional shares, and services into daily operations while tracking and reporting results to support a robust sales and service culture.
Required skills:
Excellent written/verbal communication skills and have a professional appearance and manner
Competent with PC based programs – Microsoft Word, Excel and PowerPoint
Ability to work independently and complete assigned tasks within identified time frames
Possess strong organizational, coaching and mentoring skills
Education and Experience:
High school diploma or equivalent is required. A degree preferred.
Minimum of two years' experience in a call center environment with demonstrated proficiency with related operational support systems. Minimum 2 years of leadership experience. Possesses clear and defined staff processes and project leadership capabilities Prior credit union experience preferred.
Some of our Benefits include:
Medical, Dental and Vision Insurance
Paid Time Off
Paid Holidays (13)
401k & Company Match
Life Insurance, Short-Term and Long-Term Disability Insurance
Incentive Plan
Discount savings on movie tickets, theme parks and more
The above statements describe the general nature and level of work being performed by the person(s) assigned to this job. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Employees can be asked to do other duties to help fulfill our mission, drive our vision and abide by our core values.
Coastline Federal Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment, without regard to race, creed, ancestry, citizenship, religion, color, gender, gender identity, gender expression, age, national origin, political belief, sexual orientation, genetic information, marital status, disability or any other protected characteristic or status under applicable federal, state and local laws.
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