Job Description

Discover the Westmark Difference!!

Are you looking for a career? Do you want to be valued as an individual on a team? Do you want to learn, grow, and make a difference in your community? Westmark offers outstanding stability, a variety of career opportunities and exceptional work/life balance.

· 60 % of our employees have been part of the Westmark family for 5+ years.

· 71% of our employees who have been part of the Westmark family for one year or more have received at least one promotion.

· 85% of our managers were promoted from within the company.

· Westmark has been in business since 1954 and has recently grown to over $1.6 billion in assets, 15 branches, and over 70,000 members!

We also have some of the most impressive benefits in the industry:

· Paid Time Off (3 to 5 weeks per year, depending on tenure) PLUS 11 paid holidays.

· Excellent health insurance options for employees and family with shared premiums

· 401k with 75% company match and 2% profit sharing contribution

· Tuition Reimbursement and Scholarships

· Employee Assistance Program (Free counseling and legal services)

Under general direction, the Virtual Branch Manager is responsible for overseeing Virtual Branch strategies and daily operations to ensure exceptional member service and operational excellence. This role leads, coaches, and develops virtual branch staff; improves systems and processes; ensures regulatory compliance; and drives performance aligned with the credit union’s Full-Service Initiative, mission, and strategic goals.

Responsibilities

• Agile in executing Virtual Branch operational strategies, performance benchmarks, and service standards.
• Hire, train, coach, and develop staff to meet productivity, quality, and member service expectations.
• Monitor, review, and evaluate calls, interactions, and activity; manage performance and implement corrective action as needed.
• Respond to escalated member concerns and assist staff with complex issues when necessary.
• Oversee performance reporting by collecting, analyzing, and summarizing data, trends, and key performance indicators.
• Support continuous improvement initiatives to achieve consistently high member satisfaction and recommend enhancements to processes, procedures, and technology.
• Partner with managers and leaders across the credit union to improve collaboration, communication, and operational effectiveness.
• Lead and support staff in a team-based, service-oriented environment.
• Ensure compliance with all applicable Federal banking regulations, internal operational policies, and HR policies and procedures.
• Manage and maintain Virtual Branch’s operating expenses within approved budget parameters.
• Ensure staff have the knowledge, tools, and resources necessary to achieve Full-Service Initiative goals.
• Monitor personnel performance to ensure excellent member service and maximize Full-Service opportunities.
• Actively support and champion the Full-Service Initiative and remain accountable for overall Virtual Branch performance.
• Complete additional assignments and projects as directed by the SVP of Virtual Branch.

Requirements

Qualifications

Minimum Qualifications

• Bachelor’s degree in a financially related field or three years of relevant banking or credit union experience; or
• High school diploma with a minimum of four years of relevant banking or credit union experience; or
• An equivalent combination of formal education, training, and applicable experience.
• Three+ years of contact center supervisory or management experience preferred.

Key Competencies

• Exceptional interpersonal and member service skills.
• Strong leadership, coaching, and employee development capabilities with the ability to motivate and engage staff.
• Excellent written and verbal communication skills.
• Proven problem-solving, decision-making, and conflict resolution abilities.
• Ability to multitask, prioritize effectively, and perform well in a fast-paced, high-volume environment.
• Demonstrated experience with multi-channel service technologies, including phone, chat, and video chat platforms.
• Professionalism, integrity, and the ability to lead by example.
• Commitment to employee development, education, and career growth.

Physical Requirements

• Ability to sit or stand for extended periods while performing duties.
• Frequent use of hands, fingers, and arms for computer keyboarding, telephone use, and handling documents.
• Ability to communicate clearly and effectively in person, by phone, and via electronic means.
• Ability to lift or move up to 25 pounds occasionally.
• Vision sufficient to read computer screens, reports, and documents.

Westmark Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws