Job Details

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.

Essential 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

Working Schedule for the Role:

• Monday- Friday: 10:00am-7:00pm
• Saturday: 9:00am- 2:00pm (rotating schedule)

Education and Experience:

• 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

Knowledge, Skills, and Abilities:

• 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

At GECU, we want to support your wellbeing by offering a wide range of benefits:

• Health, Dental and Vision insurance
• Life and Disability insurance options
• Paid Time Off starts accruing once hired and take your birthday off -paid
• 401k Retirement plan with up to a 10% match of your base gross compensation
• Tuition reimbursement opportunities & professional development
• Volunteer opportunities -and earn additional PTO hours!
• On-site clinics for Vaccines and Mammograms

And many more!

Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives!

General Electric Credit Union is an Equal Opportunity Employer