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General Electric Credit Union · 1 day ago

Virtual Branch Supervisor (Extended Hours)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati. The Virtual Branch Supervisor supports the Virtual Branch Manager to ensure exceptional service for members while coaching and developing a team to meet sales and service goals.

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Responsibilities

Coach and develop team members to reinforce and ensure consistent behaviors that positively impact sales and service goals. Activities include, but are not limited to: Conduct regular observations to ensure consistency in member-focused behaviors

Coach team member sales and service behaviors to drive production

Facilitate one-to-one meetings with team members

Assist the Virtual Branch Manager in the day-to-day operations of the Virtual Branch, including evaluating performance, providing feedback, managing schedules, and upholding standards for team goals and metrics

Lead team meetings to discuss successes, best practices, and updates to policies, processes, and procedures

Manage department volume through various member channels, such as video appointments, phone appointments, an inbound call queue, and online applications

Ensure all team members follow GECU’s service standards for delivering optimal member service with all member interactions and internal department communication

Communicates organization and department goals to team members so there is an understanding of expectations and how their role plays a part in attaining them

Manages any conflict resolution, including member escalations

Discusses member feedback, questions, and concerns with team and escalates as necessary

Fosters a team culture based on innovation, collaboration, and professionalism

Performs other duties as assigned