Assistant Virtual Experience Manager

Pre\-employment background checks, such as criminal reports, credit reports, and drug tests, will be required. Job offers are contingent on successfully completing all pre\-employment background screenings.

Summary:

Under the general direction of the Branch Manager, assist with the planning and direction of branch activities. Works with the branch manager in creating and maintaining a sales and service culture within the branch. Maintains and helps lead a highly motivated team that consistently exceeds member expectations by properly matching the full range of Credit Union products and services with an informed understanding of the members’ needs. Provides coaching to team members and leads by example daily. Promotes a positive image of the Credit Union both inside and outside the workplace.

Essential Duties and Responsibilities:

• Troubleshoots Interactive Teller Machines (ITMs) and digital service channels; determines appropriate resolution by coordinating with vendors, IT, branches, and internal departments to ensure minimal member disruption and timely service recovery.
• Owns and drives resolution of issues impacting service within the digital branch, identifying workflow gaps, eliminating recurring errors, and implementing corrective solutions to maintain operational excellence.
• Assists the Virtual Experience Manager in overseeing daily digital branch operations to ensure productivity, service quality, goal attainment, and alignment with SRP Credit Union standards.
• Acts as Manager in the absence of the Virtual Experience Manager, assuming full leadership responsibility for branch operations, staff oversight, escalations, and decision\-making.
• Coaches and develops the Virtual Experience team in consultative selling and cross\-selling of Credit Union products and services using a member benefit\-based approach that supports members in achieving their financial goals.
• Sets the tone for exceptional member service by role modeling ideal performance, fostering a “One Team” culture, and ensuring every member interaction reflects professionalism, urgency, and care.
• Provides leadership support including overrides, warning code expirations, member escalations, proactive service guidance, and real\-time coaching to enhance member satisfaction and deepen relationships.
• Schedules, supervises, and monitors staff to ensure proper coverage and workflow efficiency; conducts regular team huddles and 1:1 meetings to communicate goals, address concerns, and reinforce expectations.
• Assists in recruiting, selecting, onboarding, training, mentoring, counseling, disciplining, and evaluating team members; tracks performance progress and formulates corrective action plans when needed.
• Conducts performance appraisals in a timely and constructive manner; recommends leadership development opportunities for high\-performing team members.
• Observes member interactions to ensure requests, questions, and concerns are promptly resolved and that the Credit Union’s quality reputation is upheld.
• Strategically meets or exceeds established sales and service goals by motivating team members to uncover member needs and present solutions that enhance financial well\-being.
• Participates in the development and execution of the digital branch strategic plan in alignment with SRP Credit Union’s annual strategic vision; reviews progress with leadership and recommends improvements.
• Ensures full compliance with all Credit Union policies, procedures, service standards, and regulatory requirements including the Bank Secrecy Act (BSA), Patriot Act, OFAC, and internal security protocols.
• Serves as branch Security Officer, ensuring staff knowledge of security procedures, fraud detection, robbery protocols, and regulatory safeguards; conducts routine training and recommends procedural updates as needed.
• Performs all functions of the Member Service Representative (MSR) role at full capacity, including ITM video teller transactions and direct member service support as operational needs require.
• Participates in system upgrades, testing of new equipment, and digital enhancements; continually seeks innovative ways to improve Virtual Experience productivity and member engagement.
• Builds strong community and member relationships through outreach, networking, and relationship\-building efforts that support branch growth.
• Demonstrates strong critical thinking, problem\-solving, and decision\-making skills to resolve complex member and operational issues.
• Promotes a positive, engaged team environment by encouraging open communication, collaboration, accountability, and continuous self\-development.
• Performs additional duties as assigned by appropriate leadership.

Supervisory Responsibilities:

Directly supervises employees in the branch. Carries out supervisory responsibilities in accordance with the organization’s policies, procedures, and applicable laws. Responsibilities include assisting with interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints; and resolving problems. Could influence others and foster team member engagement. Have the ability to strategically meet and exceed all goals and expectations.

Education and/or Experience:

• Associates degree preferred or equivalent combination of education and experience.
• 6\+ years of credit union/banking experience or equivalent combination of education and experience.
• 3\+ years of member/customer service experience, 2\+ years in financial services.
• 1\+ year of sales and supervisory experience, preferred

Leadership Skills:

• Strategic thinker with excellent judgment and a hands\-on approach to execution.
• Strong interpersonal and collaboration skills, with the ability to influence across departments.
• Effective project management abilities with a focus on outcomes and accountability.
• Clear, persuasive communicator with the ability to represent the credit union at all organizational levels and in the community.

Other Skills:

• Self\-motivated, enthusiastic and strong leadership skills
• Advanced technical skills
• Detail and goal oriented
• Effective communication and motivational skills
• Strong business acumen
• Problem\-Solving/Analytical skills
• Adaptability
• Planning, Prioritizing \& Organizing
• Self\-Motivation/Intuitive
• Time Management
• Assertiveness

Technical Skills:

• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint)
• Experience with Symitar Episys Core Banking software or similar financial services systems (preferred)
• Familiarity with cash handling systems (e.g., teller cash recyclers, cash counters)
• Basic accounting and balancing software knowledge
• Ability to use digital banking platforms (online and mobile banking tools)
• Experience with document imaging and scanning systems
• Knowledge of CRM software for member/customer interactions
• Proficient in email and calendar management tools
• Basic troubleshooting of office equipment (printers, scanners, vault systems)
• Awareness of security and fraud detection tools

Physical Demands:

• May be required to stand, use hands, and reach with arms.
• May be required to walk, stoop, kneel, or crouch; occasionally required to sit, climb, or balance.
• Must be able to lift to 25 lbs.
• Requires ability to communicate effectively in person, on the phone, and via digital channels.
• Vision requirements include close, distance, and peripheral vision, as well as depth perception and focus adjustment.