Workplace Excellence. Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark award for highest associate satisfaction in the workplace! We’re proud to say we’re a premier financial service provider with over 85 years of experience serving 123,000 members, Orange County's Credit Union is currently $2 billion in assets & growing. Our mantra is …Putting People First: Connect, Discover, Deliver & Wow! If your desire is to serve people, this role is rewarding, brings purpose to the community, and provides the opportunity to make a difference! 

As the Branch Team Lead, you assist the Manager with overseeing the daily branch operations, creating Orange County’s Credit Union promoters through extraordinary Member experiences: Connect, Discover, Deliver & Wow. Guide and assist Associates to achieve personal, team and Credit Unions goals and strategic objectives, by comprehending Member preferences, and by providing ‘trusted advisor’ service. 

ESSENTIAL FUNCTIONS:

Cross-trains and encourage Associate development through the MSR Development Plans. Provides basic feedback that supports the development of Branch Associates, both in technical knowledge and in member service.

Relates favorably with members (external and internal) in all encounters, conveying information and communicating with Mutual Respect in such a manner that results in new account relationships and referrals.

Provides overrides for escalated member issues of a higher level of difficulty, takes ownership and follows through to resolution. 

Provides Medallia Survey member follow-up for Neutral, Detractors, & Promoters Member Surveys that improve Member perception and satisfaction. 

Maintains Team schedules, Team meeting agendas and facilitation, regular reporting on individual and Branch achievement of goals and sales, completes audits, and reports finding.

Exhibit Personal Proficiencies through project management, constantly abreast of procedural changes and updates, and proposing new strategies that result in improved efficiencies, and Member Service. 

Contribute to the development of the annual Branch Strategic Plan, and exhibit a working understanding of Credit Union financial statement, 

QUALIFICATIONS:

• 3 years’ Senior level experience in a financial institution, which would provide knowledge of sales, operations, service, and possesses the ability/attributes to learn and perform successfully in this role.
• Established skills to deescalate difficult Member encounters.
• Possesses the desire to support people in the area of providing exceptional service. 
• Spanish-Bilingual preferred. 

Final offers are based on qualifications, internal equity, and the level of position offered. Below are OCCU’s branch job levels with their corresponding hourly pay ranges:

Member Service Rep. I : $18.00 - $20.00

Member Service Rep. II : $20.00 - $20.50

Member Service Rep. III : $20.50 - $21.00

Member Service Rep. IV: $21.00 - $22.00

Senior Branch Rep. I: $23.00 - $24.00

Senior Branch Rep. II: $24.00 - $25.00

Branch Team Leader: $28.00 - $31.00

BENEFITS INCLUDE: 

• Anthem Vivity HMO & Delta Care USA Dental – OCCU covers 100% of the associates' monthly premium.
• Life insurance at no cost to associate.
• 401(k) – OCCU automatically contributes 3% of the associate's earnings PLUS matches up to 5% of the associate’s contribution (dollar for dollar).
• Vacation hours – 13 days per year, rolls over year to year, and increases with tenure.
• Sick hours – 7 days per year 
• Paid Holidays 
• Annual performance merit increases 
• Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities.
• Annual discretionary bonus (2022 was over 7 %!)
• Professional, welcoming, and collaborative work environment focused on achieving goals, recognizing successes, and excelling at member service.