Virtual Branch Supervisor (Extended Hours)

General Electric Credit Union•Blue Ash, OH

About The Position

Virtual Branch Supervisor (Extended Hours) We are searching for an experienced Virtual Branch Supervisor (Extended Hours) at our Cornell facility. Primary Duties and Responsibilities: Virtual Branch Supervisor General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities. Overview: The Virtual Branch Supervisor supports the Virtual Branch Manager to ensure that, using a consultative approach, members receive exceptional service in a friendly, professional, and timely manner. The Virtual Branch Supervisor will monitor and implement sales and service metrics by coaching and developing a team.

Requirements

High school diploma, or GED; bachelor’s degree preferred
Minimum two years experience in a member facing role at a financial institution required
Minimum two years Supervisor or leadership experience preferred
Sales experience required
Working knowledge of products and services relevant to role; ability to learn and train others
Demonstrating leadership skills with the ability to coach, develop, and train team members
Advanced ability to resolve complex member concerns and escalated issues
Ability to maintain confidential or sensitive information

Responsibilities

Coach and develop team members to reinforce and ensure consistent behaviors that positively impact sales and service goals.
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