Job Information
Sound Credit Union eBranch Supervisor in Tacoma, Washington
Job Details Level Experienced Job Location Pacific Avenue - Tacoma, WA Position Type Full Time Education Level High School Diploma or equivalent. Salary Range $27.12 - $40.67 Hourly Job Shift Monday - Friday, 1/2 Day Saturday's Job Category Professional Services Description Sound is looking for... An eBranch Supervisor to join our team! As the eBranch Supervisor, you will provide leadership and direction for the department staff. You will assist members with questions or issues via chat and/or e-mail correspondence; handle/research more complex escalated member calls/account issues to resolve the most satisfactory manner for all parties concerned. In this role, you will assist/support the training of new department staff and be a Subject Matter Expert in all systems supported by the department. As the eBranch Supervisor, you will participate in department related meetings, provide support, and share ideas for ongoing projects and department related needs. You will manage agent availability to ensure helpdesk, weConnect cases, chat lines, e-mail queues, and ITM's are within the service level goals. At Sound you will experience... Our purpose which is "to stand with you through all waves of life". Every day, our employees help us to live this purpose. We believe in empowering our employees to do the right thing. A diverse workforce with an inclusive and supportive environment. Besides competitive pay, we offer career growth, and we hold a benefits package that's consistent with our purpose, personalities, and values. Teams that are living out the credit union philosophy of "people helping people". Fellow employees who are dependable, genuine, inclusive, and resourceful. Leaders of Sound Credit Union who embrace our Brand Purpose. At Sound, we recognize our actions strongly impact our Brand-led culture. Therefore, we commit to consistently serve as Brand Advocates by modeling desired behaviors to inspire others through being Supportive, Open, Unified, iNclusive, and by Doing the right thing. As an eBranch Supervisor you will... Direct the daily workflow in the eBranch. Serve as a resource for staff and members to answer complex questions and/or resolve non-routine problems that may arise. Assist members with questions or issues received via chat, email, or phone. Handle more complex escalated member engagements to resolve in the most satisfactory manner for all parties concerned. Research complex account issues. Authorize service fee refunds to members when deemed necessary. Prepare eBranch daily/monthly reports that include Payrailz audits, DI audits, and fraud reports. Assist in the scheduling of staff. Complete monthly quality assurance audits. Assist with/train new department staff. Ensure efficient and effective department operations by providing back-up support to eBranch personnel in performing daily tasks as needed. Make a connection with members by developing genuine and trusting relationships to understand their financial needs and recommend appropriate products and services that support members through all waves of life. Qualifications Our ideal candidate will bring to the team... Three years of experience in a Credit Union position(s) or related field that provided knowledge in all phases of Credit Union operations, products, and services. Must have a strong understanding of e-services. Supervisory and/or leadership skills required. High School Diploma or equivalent required. In addition: Must be bondable Employer sponsorship to secure or maintain employment authorization not available As a team member of Sound, you will receive... These benefits in support of a true work/life balance: Full medical, dental, v