Dutch Point Credit Union is seeking an e-Branch Manager, Retail Sales and Service Experience for our Wethersfield Branch.
Dutch Point Credit Union is a community based not for profit cooperative whose vision is to educate, serve and delight our members and each other. We foster a positive work environment which rewards those that provide exemplary service to our members and our colleagues. We are interested in having talented and motivated individuals join our team. Our quest is to bring out your individual talent to help you realize your full potential.
eBranch Manager, Retail Sales and Service
Lead the Digital Member Experience
Behind every great digital member experience is a leader who knows how to bring people, performance, and technology together. As our eBranch Manager, you will lead the team and daily operations responsible for delivering full-service banking through the contact center and digital channels—strengthening service, sales, employee capability, and the way members connect with Dutch Point Credit Union.
Why This Role Matters
The eBranch plays an important role in making banking personal, accessible, and easy for our members. This position has the opportunity to shape that experience while building a capable, engaged, and accountable team prepared to meet evolving member needs.
What You’ll Lead
· Oversee daily eBranch operations across phone, ITM, email, chat, text, online banking, and mobile banking channels.
· Coach, develop, and empower employees to achieve service, sales, and operational performance goals.
· Drive consumer loan originations and help the team identify member needs and recommend appropriate financial solutions.
· Establish and oversee quality assurance practices, including interaction monitoring, scorecards, calibration, coaching follow-up, and trend reporting.
· Guide the resolution and documentation of complex member issues, complaints, suspected fraud, privacy concerns, and service disruptions.
· Optimize workflows, processes, technology, and contact-center dashboards to strengthen efficiency and the member and employee experience.
· Forecast contact center volume and staffing needs and maintain appropriate coverage during peak periods, planned absences, evenings, weekends, and service disruptions.
· Use service levels, abandonment rates, handle time, quality scores, loan results, digital adoption, and member satisfaction data to improve performance.
· Collaborate across the credit union to solve problems, remove barriers, and improve results while reinforcing compliance, confidentiality, and risk controls.
What Success Looks Like
Success means members receive responsive, accurate, and personalized service across every eBranch channel. Employees understand what is expected, receive meaningful coaching, and continue building their capabilities. Sales, service, digital adoption, productivity, member satisfaction, and compliance expectations are actively managed and used to improve performance.
Who Thrives Here
You may be a strong fit if you:
- Enjoy being a visible, hands-on leader who stays connected to the daily work.
- Believe developing employees and providing clear feedback are essential leadership responsibilities.
- Can balance member advocacy with sales, operational, compliance, and performance expectations.
- Use data, technology, and sound judgment to make decisions and improve results.
- Remain composed when priorities compete, or situations become complex.
- Look for better ways to serve members rather than simply maintaining existing processes.
Must-Have Qualifications
· A minimum of three to five years of contact center management experience within a retail banking or financial services environment.
· Knowledge of workforce management practices and contact center reporting tools.
· Proven experience leading, coaching, and developing employees.
· Strong communication, relationship-building, problem-solving, and decision-making skills.
· Ability to manage competing priorities while overseeing people, service, sales, operations, compliance, and risk.
· Ability to use technology, reporting tools, and performance data to make informed decisions and improve results.
Preferred Qualifications
· Experience managing digital banking, virtual-branch, or multichannel service operations.
· Knowledge of online and mobile banking, ITM technology, and remote member-support channels.
· Leadership experience within a credit union or financial institution, with knowledge of financial products, regulations, and operational controls.
· Experience improving workflows, implementing technology, or leading cross-functional operational change.
· Bachelor’s degree or an equivalent combination of education and relevant experience.
The Opportunity
This is a broad, active leadership position. On any given day, you may coach an employee, review team performance, resolve a complex member situation, adjust staffing coverage, and improve an operational process.
For the right leader, that variety creates the opportunity to make a meaningful difference for members, employees, and the future of Dutch Point’s retail sales and service experience.
Work Location: Dutch Point Credit Union Corporate Headquarters, 195 Silas Deane Highway, Wethersfield, CT.
Employment Type: Full-time.
Work Environment / Travel: This is a hands-on leadership position supporting daily eBranch operations and team performance. The schedule may include evenings and weekends based on digital service hours, and travel may be required for business responsibilities, community events, and professional development.
Dutch Point Credit Union is an equal opportunity employer.
If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you!
Please apply today!
EDUCATE / SERVE /DELIGHT
Our Brand Values
Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves.
Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change.
REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members.
Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities.
Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships.
Dutch Point Credit Union -Your vision/ our guidance.
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
