Assistant Manager, Virtual Relationship Center

First Entertainment Credit Union is looking for an experienced Assistant Manager – Virtual Relationship Center to join our Team. The ideal candidate will play a crucial role in the efficient Virtual Relationship Center operations, ensuring smooth daily functioning and exceptional member service. The primary responsibilities will encompass various areas, including operations, staff management, member service, sales, and digital banking expertise.

Partnering closely with the Manager, Virtual Relationship Center, this position will work towards achieving department goals and targets, driving sales and service excellence through proactive strategies and initiatives. In addition, this person will contribute to the Credit Union’s key results by displaying personal accountability through impacting expense control, positively affecting profitability, influencing business growth, and exceeding member satisfaction expectations.

This is a hybrid position reporting to the Manager, Virtual Relationship Center and is based in Hollywood, CA. The targeted salary in California is between $67,000 and $82,000.

Responsibilities

·         Work with the Manager, Virtual Relationship Center to manage day-to-day operations, ensuring all tasks and procedures are executed accurately and efficiently.

·         Maintain compliance with organizational standards and regulations within department.

·         Lead, supervise, and train staff, providing guidance, support, and development opportunities to foster a high-performing team.

·         Effectively lead team to encourage proactiveness when conducting follow-up touch points (2-2-2).

·         Handle escalated member transactions, inquiries, issues, and problems promptly and effectively, ensuring member satisfaction and resolution.

·         Ensure a welcoming and organized environment for members, optimizing their digital banking experience.

·         Assist members with their financial needs by identifying opportunities and needs to effectively offer products, services, or referrals.

·         Actively promote marketing campaigns and promotions by educating members of their benefits and value and making recommendations based on the members’ financial needs.

·         Mitigate fraud by reviewing applications for red flags and following up with proper action to prevent fraudulent membership openings.

·         Conduct quality assurance checks of call recordings to provide targeted coaching to teammates for development and optimal sales outcomes.

·         Assist with business development events to enhance the credit union's brand visibility and drive member acquisition through community engagement and strategic partnerships.

·         Act as the escalation point for consumer loan applications and follow up with members on documentation and close in-person consumer loans. 

·         Implement and maintain outbound calling program in the department, to increase loan growth and deepen relationships with existing members who may be eligible for additional services.

·         Perform other duties as assigned from time to time.

Requirements

·         Two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.

·         A minimum of five (5) years of work-related experience in a full-service financial institution or experience in a related position in a related field. At least two (2) years supervisor or lead employee experience preferred.

·         Proven success at exceeding goals or cross sell expectations. Cash handling experience required.

·         Advanced banking industry knowledge of operational and consumer compliance risks and the demonstrated ability to manage those risks, digital banking knowledge highly preferred.

·         Ability to lead a team to influence, educate, and connect members to technology and share the value of digital banking options.

·         Knowledge and understanding of laws and regulations pertaining to the banking industry.

·         Excellent customer service, problem solving, conflict resolution, communication, and sales skills.

·         Thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

·         Possess thorough knowledge of regulations applicable to essential responsibilities.

·         Knowledge of how to use a personal computer and MS Office products daily (Word, Excel, Outlook), and Symitar for Windows (Epysis).

·         Registration as a Mortgage Loan Originator (MLO) with the Nationwide Mortgage Licensing System (NMLS) and Registry annually in addition to maintaining updates as needed.