Credit Union West · 8 hours ago
Branch Service Lead
Phoenix, AZ, US
Full-time
Onsite
Mid Level
3+ years expCredit Union West is a recognized leader in employee satisfaction, having been named a ‘Top Company to Work for in Arizona’ for 12 consecutive years. The Branch Service Lead will enhance member experiences by meeting service expectations and providing effective coaching and support to branch employees, while also achieving sales objectives and ensuring operational soundness.
BankingCreditFinancial ServicesInsurance
Responsibilities
Sales & Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Meets or exceeds sales and production objectives by handling member requests, identifying needs and making recommendations. Responsible for accurate application processing, documentation, and funding of consumer loans including personal, credit cards, auto, and home equity, while offering a variety of peace-of-mind ancillary products. Participates in outbound calling campaigns and marketing efforts to increase individual and team production. Reviews member service surveys and facilitates feedback with respondents, while passionately encouraging the team to consistently deliver on excellent service and experience
Operational Soundness - Responsible for supporting the manager in overseeing the day-to-day operations of the branch. This includes cash handling, cash ordering, transaction processing, compliance and regulatory adherence, and vault-related assigned responsibilities. Identify and mitigate potential risks in the branch to support successful audits and operational soundness
Leadership Support – Provides leadership and coaching to ensure that team members become well-trained and excel in their roles. Makes talent development a priority for branch team members and assists others to achieve performance expectations. Consistently supports the branch team by demonstrating an understanding of policies and procedures and maintaining up-to-date knowledge of credit union products, services, and industry trends, serving as the branch’s subject matter expert. Effectively de-escalates member concerns with empathy and in alignment with our core values. Uses sound judgment by providing overrides within permission authority while fostering improved judgment skills in others
New Account and Member Maintenance – Opens, maintains, and closes diverse membership accounts including but not limited to savings, checking, certificate, and retirement accounts. Opens specialty accounts such as Business, Trust and Estate and provides proactive and timely follow up. Encourages the adoption of digital services and assists members with online banking, direct deposit, and mobile wallet. Assists members through digital channels such as phone, video, and email, ensuring professional communication through all channels. Completes teller transactions as needed
Performs other duties as assigned
Qualification
Required
A high school diploma or G.E.D
A minimum of 3-5 years of experience in a financial institution required
Ability to work shifts between the hours of Monday – Saturday 8am to 6pm
Able to communicate effectively and tactfully with employees and members both orally and in writing
Demonstrate critical thinking and being self-reliant to better analyze and solve problems
Effective time management and organizational skills
Ability to multi-task and be agile to serve members and employees
Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust
Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills
Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness
Act as a change agent who can collaborate with diverse interests and adapt to internal, market or regulatory-driven changes
Strong mentoring, coaching experience to a team with diverse levels of expertise
Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom)
Thorough knowledge and understanding of organization's Employee Handbook and policies
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
Preferred
Bilingual preferred
Benefits
Full-time employees receive 100% paid health, dental & vision insurance
Earn incentives up to 15%, depending on position
401K plan with employer matching funds up to 5%
Profit Sharing
Tuition reimbursement
Gym membership reimbursement
Paid time off for holidays, vacation, and sick days
Credit Union West membership and discounts
Company
Credit Union West
Credit Union West is a financial cooperative that offers banking, insurance, investment and credit services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ning Duong
EVP, Chief Operating Officer
Recent News
2025-08-14
Honolulu Star-Advertiser
2024-11-24
2023-12-25
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