Job Title: eBranch Team Lead

Department: eServices

Reports To: eBranch Manager

FLSA Status: Non-Exempt

Grade: 7

Summary

The eBranch Team Lead is responsible for assisting the team and management with department operations and goals, staff development, and training. Assists in creating an environment and culture to make members dreams come true.

Essential Duties and Responsibilities include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their manager.

Lead Duties

• Responsible for the training and development of department staff.
• Assist in making appropriate staffing and service recommendations.
• Review and recommend process changes to increase efficiency and better serve the members.
• Troubleshoot and resolve issues related to service delivery channels.
• Resolve member complaints.
• Act as a subject matter expert by assisting staff as needed.
• Assists eBranch Manager/ eBranch Assistant Manager to correct and minimize finding from internal audits to maintain high compliance standards.

Member Service Request Duties

• Complete butterflying account process.
• Perform and resolve routine account-related requests, inquiries, and issues.
• Create leads and cases for member products and services that are unable to be resolved.
• Follows account comments, warnings, and notes.
• Process and verify remote deposit capture.
• Respond to service messages from the website, text concierge, mobile application.
• Process ITM disputes.
• Complete opening and closing duties.

Teller Duties

• Process and verify cash, check, deposits, withdrawals, transfers, loan payments.
• Completes end of day procedures.
• Balancing ITM machines and correcting ITM issues.
• Maintain vendor relationships.
• Verify cash replenishments from Loomis.
• ITM check review in Tranzact as specified drops (1pm and no later than 6pm).
• Adjusting time frames on the ITM machines for holidays and open/ closing.
• Audits: Daily work, Disputes, SmartPay, Return checks.
• Processing Bill Pay/ wisdom daily.
• Processing mobile deposits and increasing limits/ revoking and restricting.
• Restricting ITM usage for members not in good standing.
• Monthly reporting to AVP of Digital Services.
• Audits Bill pay closures.
• Audits and restricts/ un-restricts NetTeller frozen accounts.
• Escort vendors to appropriate departments.
• Complete eCTR/ adding CTR transactors to accounts for non-member cash transations.
• Complete SARs when needed.

Loan Duties

• Answer routine loan-related requests and inquiries.
• Complete loan applications, prepare documentation and perform closing for share secured loans and secured credit cards.

Compliance and Fraud Prevention Duties

• Perform, prepare, and obtain all necessary verification and documentation for products and services.
• Completely and accurately obtain and input all CIP information for new accounts.
• Properly update all necessary CIP information in the core processor for all applicants, and applicable transactions.
• Accurately perform OFAC during transactions such as but not limited to: opening new accounts; adding individuals to an account or shares; producing cashier’s checks; initiating wires, etc.
• Accurately identify all members using RGCU approved types of identification for all transactions.
• Completely and accurately fill out CTRs and SAR for RGCU members or customers.
• Review ITM calls and Genesys calls and sends to Risk Management via the compliance email group when fraud arises.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.

Member Service

• Perform, prepare, and obtain all necessary verification and documentation for products and services.
• Come to work every day with a member focused, passionate, and dedicated approach.
• Approach every member situation from a caring, helpful, and openminded approach.
• Proactively approach issues and offer creative solutions that will make doing business with RGCU easier.
• Assists in any other areas as directed by the eBranch Manager, eBranch Assistant Manager, AVP of Digital Services, Senior Management and/ or President/ CEO.
• Ensure that all accounts and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance email group.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Decision-Making and Judgement - Collects and evaluates all relevant information prior to making job-related decisions. Presents well-considered alternatives when making recommendations. Makes decisions in a timely manner. Communicates with all affected parties prior to implementing decisions. Maintains appropriate, professional boundaries with all peers, subordinates, supervisors, managers, vendors, and guests. Understands what appropriate, professional boundaries are and models these boundaries to others.

Teamwork - Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Experience - 6 months to 2 years related experience.

Education - 2-year degree or completion of a specialized course of study OR 2 years of related experience.

Language Skills

Ability to effectively present information and respond to questions from managers, members, and the general public.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of Symitar software used to perform member transactions. Spreadsheet software and Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger. The employee is frequently required to reach with hands and arms and talk or hear.

Work Environment

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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