JOB DETAILS

Virtual Branch Manager

CompanyWestmark Credit Union
LocationIdaho Falls
Work ModeOn Site
PostedMay 20, 2026
About The Company
Westmark Credit Union has been helping the people of Idaho grow financially since 1954. We are a full-service financial cooperative, entirely owned by our members and committed to the development of their financial future. Our earnings are used to benefit you by providing a broad portfolio of financial products and services with attractive rates and low fees. Our History Westmark Credit Union has a history here in Idaho. Westmark Credit Union was founded in 1954 as Atomic Workers Credit Union by eleven Idaho National Engineering Laboratory employees, with a single location in Idaho Falls. Initially, most of the credit union's business was conducted in the basement or house of different Board Members or members. Our first office was opened in Idaho Falls in 1964. The Blackfoot Office was established in 1975. In 1976, the First Street Office was built and the first Pocatello location was established in 1977. A merger with Amidaway Credit Union facilitated the opening of our Westside Idaho Falls Branch in 1982, followed by another merger with Motran Credit Union shortly thereafter. The credit union obtained a Federal Charter in 1984 and became Atomic Workers Federal Credit Union. As the membership became more diversified, the name was changed to Westmark Federal Credit Union in 1987. In 1989, the members of Alliance Federal Credit Union and KID Credit Union also merged with Westmark to increase the membership to over 29,000 members and seven conveniently located branches in Southeastern Idaho. In 1998, Westmark applied for and obtained a State Charter and became Westmark Credit Union. The credit union opened its first branch in the Boise area in 2004. The credit union now has five branches in the Boise area and one in Twin Falls, bringing our branch network to a total of 15. Westmark currently provides service to over 68,000 members.
About the Role

Description

 

Discover the Westmark Difference!!


Are you looking for a career? Do you want to be valued as an individual on a team? Do you want to learn, grow, and make a difference in your community? Westmark offers outstanding stability, a variety of career opportunities and exceptional work/life balance.

· 60 % of our employees have been part of the Westmark family for 5+ years.

· 71% of our employees who have been part of the Westmark family for one year or more have received at least one promotion.

· 85% of our managers were promoted from within the company.

· Westmark has been in business since 1954 and has recently grown to over $1.6 billion in assets, 15 branches, and over 70,000 members!


We also have some of the most impressive benefits in the industry:

· Paid Time Off (3 to 5 weeks per year, depending on tenure) PLUS 11 paid holidays.

· Excellent health insurance options for employees and family with shared premiums

· 401k with 75% company match and 2% profit sharing contribution

· Tuition Reimbursement and Scholarships

· Employee Assistance Program (Free counseling and legal services)



Position Summary: Under general direction, the Virtual Branch Manager is responsible for overseeing Virtual Branch strategies and daily operations to ensure exceptional member service and operational excellence. This role leads, coaches, and develops virtual branch staff; improves systems and processes; ensures regulatory compliance; and drives performance aligned with the credit union’s Full-Service Initiative, mission, and strategic goals.   



Responsibilities 

  • Agile in executing Virtual Branch operational strategies, performance benchmarks, and service standards.
  • Hire, train, coach, and develop staff to meet productivity, quality, and member service expectations.
  • Monitor, review, and evaluate calls, interactions, and activity; manage performance and implement corrective action as needed.
  • Respond to escalated member concerns and assist staff with complex issues when necessary.
  • Oversee performance reporting by collecting, analyzing, and summarizing data, trends, and key performance indicators.
  • Support continuous improvement initiatives to achieve consistently high member satisfaction and recommend enhancements to processes, procedures, and technology.
  • Partner with managers and leaders across the credit union to improve collaboration, communication, and operational effectiveness.
  • Lead and support staff in a team-based, service-oriented environment.
  • Ensure compliance with all applicable Federal banking regulations, internal operational policies, and HR policies and procedures.
  • Manage and maintain Virtual Branch’s operating expenses within approved budget parameters.
  • Ensure staff have the knowledge, tools, and resources necessary to achieve Full-Service Initiative goals.
  • Monitor personnel performance to ensure excellent member service and maximize Full-Service opportunities.
  • Actively support and champion the Full-Service Initiative and remain accountable for overall Virtual Branch performance.
  • Complete additional assignments and projects as directed by the SVP of Virtual Branch.

Requirements


Qualifications

Minimum Qualifications

  • Bachelor’s degree in a financially related field or three years of relevant banking or credit union experience; or
  • High school diploma with a minimum of four years of relevant banking or credit union experience; or
  • An equivalent combination of formal education, training, and applicable experience.
  • Three+ years of contact center supervisory or management experience preferred.

Key Competencies

  • Exceptional interpersonal and member service skills.
  • Strong leadership, coaching, and employee development capabilities with the ability to motivate and engage staff.
  • Excellent written and verbal communication skills.
  • Proven problem-solving, decision-making, and conflict resolution abilities.
  • Ability to multitask, prioritize effectively, and perform well in a fast-paced, high-volume environment.
  • Demonstrated experience with multi-channel service technologies, including phone, chat, and video chat platforms.
  • Professionalism, integrity, and the ability to lead by example.
  • Commitment to employee development, education, and career growth.

Physical Requirements

  • Ability to sit or stand for extended periods while performing duties.
  • Frequent use of hands, fingers, and arms for computer keyboarding, telephone use, and handling documents.
  • Ability to communicate clearly and effectively in person, by phone, and via electronic means.
  • Ability to lift or move up to 25 pounds occasionally.
  • Vision sufficient to read computer screens, reports, and documents.


Westmark Credit Union is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws  

Key Skills
LeadershipCoachingEmployee DevelopmentMember ServiceProblem SolvingConflict ResolutionMulti-channel Service TechnologiesBudget ManagementRegulatory CompliancePerformance ReportingStrategic PlanningInterpersonal Communication
Categories
Management & LeadershipFinance & AccountingCustomer Service & Support
Benefits
Paid Time OffHealth Insurance401kCompany MatchProfit Sharing ContributionTuition ReimbursementScholarshipsEmployee Assistance Program
Job Information
📋Core Responsibilities
Oversee Virtual Branch strategies and daily operations to ensure operational excellence and exceptional member service. Lead, coach, and develop staff while ensuring compliance with federal banking regulations and internal policies.
📋Job Type
full time
📊Experience Level
2-5
💼Company Size
170
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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