E-Services Assistant Manager

Supervisory Responsibilities Model the Credit Union's core values of Trust, Integrity, Teamwork, and Making a Difference, ensuring direct reports consistently demonstrate and apply these values in their daily activities. Provide direct supervision through clear leadership, direction, and guidance. Deliver ongoing coaching, training, motivation, and constructive feedback to ensure team members meet and exceed service standards, achieve performance goals, and deliver an exceptional member experience. Partner with the Call Center Management team to recruit, interview, hire, and train ITM staff. Plan, assign, and direct daily work activities while fostering a positive, accountable, and engaged team environment. Conduct performance evaluations, recognize strong performance, address performance concerns, and resolve employee relations matters professionally and promptly. Oversee written member communications to ensure timely, accurate, and professional responses. In collaboration with the E-Services Manager, establish, monitor, and manage metric-based outcomes, reporting, and analytics that enhance operational effectiveness and drive a superior member experience. Operational Responsibilities Promote and actively support a sales and service culture aligned with the Credit Union's strategic goals and business objectives. Maintain a positive attitude and professional demeanor in all member and internal communications. Serve as backup to the E-Services Manager and Call Center Assistant Managers as needed. Assist with scheduling work hours and breaks for all ITR staff to ensure appropriate coverage and operational efficiency. Oversee teller transactions and provide required approvals and overrides in accordance with established authority limits. Provide coaching, guidance, and operational support to ITR representatives, serving as a resource for complex member issues and transaction questions. Support tellers with balancing discrepancies and assist in researching and resolving variances. Exercise sound judgment when approving policy exceptions within established authority limits. Monitor and enforce compliance with internal controls, security procedures, and operational policies related to ITM operations. Compliance & Position Requirements Ensure adherence to all policies and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD), maintaining compliance with all applicable regulations. Maintain the highest level of integrity and confidentiality in all member interactions and account handling, adhering to privacy and information security standards. Perform additional duties as assigned and maintain flexibility to work overtime as business needs require. QUALIFICATIONS To perform this role successfully, an individual must be able to execute each essential duty effectively. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Education and Experience Bachelor's degree from a four-year college or university preferred. Relevant experience may substitute for education, typically two to four years in a related field. Demonstrated leadership experience with the ability to coach, mentor, develop, and redirect staff effectively. Two to three years of prior banking experience, with strong knowledge of teller operations and transaction processing. Skills and Competencies Leadership: Inspires and motivates team members to achieve high performance standards; welcomes and applies constructive feedback. People Management: Engages staff in planning, decision-making, and process improvement. Provides consistent performance feedback and actively develops employee skills and growth opportunities. Delegation: Effectively assigns responsibilities, empowers team members appropriately, sets clear expectations, and monitors progress and outcomes. Analytical Ability: Interprets and synthesizes complex or diverse information to support sound decision-making. Problem-Solving: Identifies issues proactively, gathers and analyzes relevant information, and implements timely and effective solutions. Oral Communication: Communicates clearly and professionally in both positive and challenging situations; demonstrates effective presentation and meeting participation skills. Quality Management: Seeks opportunities to enhance quality and efficiency while maintaining accuracy and attention to detail. Judgment: Exercises sound decision-making, demonstrates accountability, and makes timely, well-reasoned decisions within established authority. Planning and Organization: Prioritizes tasks effectively, manages time efficiently, and develops practical and achievable action plans. Safety and Security: Adheres to safety and security procedures, ensuring compliance with established guidelines and proper use of equipment. Strong knowledge of credit union products and services offered through the ITR area. Working knowledge of policies, procedures, and operational standards specific to the ITR function. Ability to apply mathematical concepts accurately in practical situations. Proficient in relevant technology systems with the ability to adapt to new tools and platforms. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-03-10