Enrichment Federal Credit Union · 2 weeks ago
Branch Experience Manager
Wartburg, TN
Part-time
Onsite
Mid, Senior Level
3+ years expEnrichment Federal Credit Union is a non-profit organization that focuses on helping people achieve financial well-being. The Branch Experience Manager is a pivotal leader responsible for delivering outstanding member experiences and supporting a team of Member Advisors in a digital branch environment, while fostering a culture of service excellence.
Financial Services
Responsibilities
Lead and support a team of Member Advisors in a digital branch environment
Deliver hands-on coaching, mentoring, and training to strengthen advisor skills and boost performance
Conduct performance evaluations and offer continuous coaching with monthly feedback to support ongoing staff growth
Facilitate regular team meetings and training sessions to reinforce operational expertise, address performance challenges, and drive continuous improvement, all focused on cultivating a culture of service excellence
Manage employee scheduling and maintain detailed personnel records, encompassing performance evaluations, coaching notes, and member feedback
Coordinate staffing for a small team to ensure sufficient coverage and smooth service delivery, while working closely with the Branch Operations Manager to support the needs of a traveling employee
Assume responsibility for the team's knowledge, development, and training, and be accountable for instances when staff fall short of performance standards, fail to meet member needs, or do not follow established procedures
Actively engage with staff and members on the floor to model service excellence and build team rapport
Stay current on tools that enhance member support and advisor performance
Provide team training on existing products, services, and new offerings
Monitor branch objectives and member experience metrics to identify opportunities for ongoing improvement
Track progress toward branch goals, evaluate member satisfaction, and assess advisor performance, regularly report insights and outcomes to leadership to support overall success
Support the successful implementation of marketing programs and promotions by creating member and community awareness
Foster a member-centric culture that emphasizes tailored financial advice and easy access to digital services
Ensure members receive a warm, timely welcome and are smoothly guided through ITM services, financial counseling, account assistance or expert consultations through the virtual office
Collaborate closely with cross-functional teams to reduce ITM service interruptions and downtime, partner with other departments to meet member needs and deliver a seamless experience
Manage sensitive member concerns with care and professionalism, taking full responsibility for resolving complex issues efficiently and thoughtfully
Participate in all required and recommended training and development
Participate in credit union team projects and strategic initiatives when the opportunity arises
Actively participate in community events, serve on community-related boards, committees, and/or small business groups, and support financial wellness campaigns while cultivating strong relationships with community organizations, local businesses, and key influencers to enhance the credit union’s visibility and impact
Embrace and apply EFCU’s guiding principles to all activities and responsibilities
Responsible for regular and predictable attendance including punctuality
Adhere to credit union policies, procedures, and regulatory requirements
Ensure privacy and security standards are upheld in all member interactions
Perform other duties and responsibilities as required or assigned by management
Qualification
Required
College degree in relevant field or equivalent experience preferred
Minimum of three years' experience in a financial services organization
Committed to delivering exceptional member service while fostering a collaborative, high-performing team culture
Proven leadership in coaching, developing, and guiding staff with clarity, consistency, and accountability
Strong communicator with the ability to inspire morale, present information clearly, and respond effectively to inquiries
Skilled in performance management with a supportive, growth-oriented approach
Promotes teamwork and professionalism through ongoing development and positive leadership
Proficient in digital banking tools and member engagement strategies; adept at multitasking across platforms
Excellent problem-solving, organizational, and decision-making skills; exercises sound judgment
Maintains a proactive, empathetic, and service-oriented mindset in all interactions
Performs well under pressure while upholding integrity, confidentiality, and trust
Detail-oriented, adaptable, and committed to continuous learning and training others
Manages time effectively, prioritizes tasks, and works independently with minimal supervision
Requires sitting and/or standing 6-8 hours a day; Stress related to important decisions
Must be able to work a flexible schedule to include weekends and occasional after hours as necessary
Benefits
Medical, Dental, and Vision Insurance
Company paid Long-Term Disability, Basic Life, and AD&D
401k and Company Match
Vacation, Sick time, and Holiday pay
Employment Assistance Program
End of Year Bonus
Company
Enrichment Federal Credit Union
Enrichment FCU is here to enrich financial life with exceptional products and services through your entire life journey.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase