eBranch Supervisor

Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $4.8 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement

GENERAL SUMMARY: The eBranch Supervisor plays a key role in ensuring the smooth and efficient daily operations of the department while delivering excellent member experiences. This position focuses on maintaining operational efficiency, upholding standardized procedures, and ensuring compliance with regulations.  In this role, you will support and guide team members, providing coaching and development opportunities to enhance performance and engagement. You will help drive process improvements, maintain service level agreements, and contribute to a positive, disciplined, and high-performing work environment that aligns with department and organizational goals. The eBranch Supervisor contributes to departmental projects and provides key insights through trend analysis. In the manager’s absence, this role may assume additional leadership responsibilities.

Position Duties & Functions

Leadership & Team Development:

• Support the eBranch Manager in setting strategic directions and department objectives.
• Provide continuous coaching and mentorship to staff, promoting high levels of service and operational excellence.
• Reviews staff optimization and productivity and communicates findings by conducting regular performance feedback sessions.
• Drive team engagement through creative motivation strategies and lead productive staff meetings.
• Assess training needs and coordinate internal or cross-departmental learning initiatives.
• Participate in recruitment, hiring, and onboarding processes in coordination with Human Resources.
• Manage employee scheduling, timesheets, and ergonomic assessments.
• Address staff concerns promptly, keeping leadership and HR informed of any issues.

Operational Responsibilities:

• Assist staff with complex member inquiries across all eBranch services, including membership management, digital banking, and member communications.
• Monitor workflows, prioritize tasks, and adjust workloads to meet deadlines and service level agreements.
• Evaluate and enhance procedures, workflows, and job aids to boost efficiency and service delivery.
• Ensure accuracy in daily transactions and general ledger reconciliations.
• Collaborate with Accounting on reconciliation issues related to Zelle and Bill Pay services.
• Assist in preparing regular departmental reports and metrics.
• Actively contribute to projects affecting eBranch operations, staff, or systems.
• Ensure smooth functionality of systems and applications; coordinate with IT and vendors to resolve technical issues.
• Other duties as assigned

POSITION REQUIREMENTS

EXPERIENCE and EDUCATION:

• 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager.
• Bachelor’s degree.
• Equivalent combination of education and experience may substitute for stated qualifications.

WORK SCHEDULE:

• Hybrid work location available (Concord, CA).
• Flexibility to occasionally work weekend, early or late hours.

KNOWLEDGE and SKILLS:

• Ability to write and speak effectively in English using correct spelling and grammar.
• Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
• Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel. Moderate keyboard skills at 40 wpm.
• Excellent customer service skills.

COMPETENCIES:

• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
• Initiative and self-direction.
• Ability to effectively communicate and collaborate with people at all levels.
• Sound problem-solving and decision-making ability, including the ability to prioritize. 
• The ability to understand and align