Provides complex member support across phone, chat, and video channels; resolves escalated inquiries, complaints, HelpDesk tickets, and operational issues. Reviews interactions for quality assurance, coaches frontline staff, supports onboarding and training, monitors service trends, and identifies process improvements. Performs specialized financial service tasks while ensuring compliance with credit union policies, regulations, confidentiality, and data integrity.

Assists the Branch Manager with daily branch operations, service quality, sales goals, and employee supervision. Leads, trains, and coaches staff; supports recruiting and performance management; oversees account opening, certificates, IRAs, consumer loans, cash controls, and branch procedures. Reviews and approves new memberships, identifies cross-selling opportunities, ensures regulatory compliance, and provides coverage support to other branches.

Lead commercial lending operations including originations, underwriting, funding, portfolio management, and reviews. Develop and implement lending strategies, ensure credit quality and regulatory compliance, manage and mentor the commercial lending team, provide portfolio analytics and risk assessments, coordinate with sales and internal partners, and present credit and portfolio recommendations to executive leadership and regulators.