Director of eBranch Operations

Position Summary: Under the general direction of the Chief Banking Officer is responsible for supervising, coordinating, and directing the daily operations of the credit union's E-Branch Operations. In conjunction with the Loss Prevention Manager and the Director of Card Services will also provide support with reviewing, investigating, and resolving fraud investigations to deter fraud losses related to member account activity and serves as a primary point of contact to staff for card and fraud-related matters. Essential Duties and Responsibilities: Plans, analyzes, and oversees the Call Center unit's performance to ensure the membership is provided efficient, effective, and exceptional service. Responsible for the oversight, management, and fulfillment of online deposit and lending requests. Perform regular quality assurance duties by monitoring phone calls Perform duties as required for operational oversight of the card services program, including all phases of debit and credit card processing. Creates and sustains a culture where employees seek to deepen member relationships by asking the right questions and determining the right product fit to expand the services utilized by members. Manage the relationship with Zoom, the vendor of our phone system. This includes investigating enhancements and working with leadership to determine which enhancements to implement. Develops and implements strategies for improving the member journey and decreasing friction. Provides card services staff with guidance and training to achieve a high level of job knowledge, internal/external service, information security, and professional development. Keep abreast of card payment systems; recommend changes to improve card usage and member service. Recommend changes to debit and credit card program policies, procedures, systems, and products as needed to maintain an efficient operation and a competitive position in the marketplace. Has a thorough understanding of the Risk Office products through Fiserv. Will also work in coordination with the Director of Card Services and Loss to ensure regulatory timelines are met and that proper controls, protocols, and training are in place to mitigate loss. Provides exceptional service to members and other departments by providing prompt responses, creative problem-solving, and being flexible while ensuring regulatory compliance. Participates in community, financial activities, and organizations as a representative of the credit union and maintains current knowledge of the needs of the communities served. Responsible for identifying and escalating member issues to the appropriate department. Provides leadership and coaching to develop and encourage staff performance while establishing succession plans and a culture of career development. Conducts regularly scheduled staff meetings with managers to ensure proper communication and support. Manage employee schedules in the department. Leverages technology, automation, and employee engagement to deliver and drive efficiencies and effectiveness. Projects a positive image of the organization to employees, members, industry, and community. Work with other departments in promoting the card services products. Complete reports, tasks and projects as assigned with established guidelines and timeframes. Adhere to safe work practices and procedures. Always represent the best interests of the Credit Union in words and actions. Complete all required training by the assigned deadlines. Other duties as assigned. Knowledge, Skills and Abilities: Deep understanding of how a credit union functions, and the value it brings to its member's and community. This includes understanding of what a Cooperative is, as that is the business models of all credit unions. Intermediate to advanced knowledge of credit union operations, products and services, related state and federal laws and regulations and other credit union operational policies and procedures. Above average comprehension and understanding of the Credit Card Act of 2009 and Regulation E. Intermediate researching and analyzing skills; excellent computer skills including Microsoft Office, Word and Excel and PowerPoint. Strong verbal, quantitative and interpersonal skills to handle complex management situations and communicate with leaders within the community. Strong knowledge of the Credit Union's products and services including laws, regulations, policies, and procedures as well as a thorough knowledge of the in-house computer systems. Strong analytical skills to analyze complex problems and do necessary research using source documents and computer systems to arrive at an appropriate solution. Ability to use independent judgment, discretion, and take initiative. Ability to prioritize and meet deadlines in a timely manner. Detail orientation, emphasis on accuracy, excellent time management skills, and ability to multitask. Excellent oral, written, and interpersonal communication skills and the ability to establish working relationships and interact effectively with a wide range of individuals and vendors. The ability to apply sound judgment to carry out instructions and instruct others, train personnel, interpret documents, understand procedures, write reports correspondence and procedures, and communicate clearly to members and employees. Ability to independently organize, schedule appointments and make judgments relating to assigned projects and responsibilities. Confidentiality: Employees are required to maintain the confidentiality of all sensitive Cornerstone CFCU, members, employee, and proprietary information both during and after their employment. If an employee has a question about the confidentiality of a particular matter, they should consult with their Manager/Supervisor or Human Resources. Any violation of this rule may subject the employee to disciplinary action, up to and including termination of employment. Qualifications: Bachelor's degree with 5 years of experience in the banking environment with proven leadership skills or an Associate's degree with 8 years of experience Five or more years of financial industry experience with experience in management, call center, and retail banking preferred. Intermediate knowledge of Microsoft Office including Word, Excel, PowerPoint. Experience in debit and/or credit card processing along with experience with fraud investigation desired. Bondable upon initial employment and continue to be bondable throughout term of employment. Physical Requirements: The functions of the position are usually performed sitting but may require some amount of time standing. Some amount of stooping, kneeling, bending, crouching, lifting, walking, carrying and other movements may be required. Tasks involving working on a computer keyboard, typewriter, calculator, cutting, labeling and taping involve extensive wrist and hand movements. All individuals are required to be able to perform these movements without significant risk of injury to themselves or others. EOE Race/Sex/Vet/Disability Cornerstone CFCU is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: Cornerstone CFCU is committed to diversity, and values the ways in which we are different.

Created: 2026-03-04