Job Category:

Virtual Branch Support Lead

Pay: $21 – $26 an hour

Full Job Description

About the Organization

What makes Clackamas different from a bank? Our structure, values, and impact. We put people before profits. We aren’t owned by stockholders or governed by a paid board of directors. We’re a financial cooperative, owned by members, run by a board of volunteers who aren’t in it to make money – they’re in it to make a difference.

At Clackamas, we work every day to deliver on that: offering products and services tailored to your needs, volunteering in the communities we serve, making donations, sponsoring events, and being a good neighbor. At Clackamas, we’ve got your back.


Position Summary:
Responsible for assisting the Branch Manager in the overall operational management of the virtual branch. Acts as a subject matter expert for department policies and procedures. Assist the Branch Manager in coordination, audit, and training concerning the ITM operations for the virtual branch team.

Essential Functions

Collaborates in creating an encouraging environment by leading by example and mentoring employees to achieve top performance in service and sales.

Provide friendly and prompt internal and external service by modeling the service and sales initiatives of the organization.

Supports Branch Manager in implementing and monitoring team performance and department goals; helps in developing action plans to meet those goals.

Identifies coaching and trainings opportunities and provides frequent feedback to employees and manager regarding individual and group performance and progress on established goals and objectives.

Provides necessary support to Branch Manager in overseeing daily duties of the virtual branch team; coordinates daily workflow, attendance, and schedules, including breaks, lunches, and overtime as needed.

Provides support to branch and other departments in questions and clarifications relating to existing Virtual Branch policies and procedures; recommends and implements new and revised procedures.

Ensures that Virtual Branch staff are trained on all Federal and associated compliance regulations and that the team follows all policies, procedures, and compliance issues.

Exercises as lead in operational approvals, corrections, overrides, completion of daily postings, and reconciliations.

Balances operational controls in key and camera audits, operational certifications; auditing that those tasks have been completed and logged.

Headlines any issues occurring with ITM technology; trouble shoot machine outages and working with servicing vendors.

Monitors and delegates work through various digital communication channels and message centers; remote emails are assigned and processed within service level expectations.

Monitors and analyzes operational reports and directs team to address items indicated on reports.

Perform all duties and responsibilities as outlined for branch staff and may float between any branches as needed for branch capacity management.

Appropriately handle member complaints and adjustments; consistently log escalated member complaints while keeping manager apprised of trends and issues.

Position Requirements

REQUIRED: Two years of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.

PREFERRED: Greater than two years of similar or related duties

REQUIRED: A high school degree or GED.

PREFERRED: A two-year college degree or completion of a specialized course of study.

Virtual Branch Support Lead


Virtual Branch

Hourly Rate Range
$21.00 – $26.00 per hour

Open Date

Close Date

Req Number

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.

Company – Clackamas Federal Credit Union


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