Assistant Manager, Virtual Branch

Assistant Manager

Virtual Branch

Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do.

East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

East Coast Credit Union is seeking an Assistant Manager to join our team with the Virtual Branch. Reporting to the Manager, Digital & Member Experience, the Assistant Manager, Virtual Branch is involved leading and supporting direct reports through performance management and assisting the Manager, Digital & Member Experience in achieving virtual branch growth, profitability, business development, member retention, outreach, and satisfaction. The Assistant Manager also contributes to developing the member digital experience, supports the creation of new digital processes, and establishes service standards for delivering information, services, and advice to both existing and prospective members. They represent the Credit Union in a positive and professional manner while adhering to the Credit Union’s Policies and Procedures for the virtual branch.

We offer…

• Outstanding culture and opportunity to join an engaged and community-focused team.
• Competitive compensation to commensurate with experience ($67,795.23 - $79,759.41) and benefits with performance-based incentives.
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Tuition reimbursement, training, and personal development.
• Additional employee perks include but not limited to annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

You would…

• Coordinate and manage the activities of Virtual Branch Specialists to deliver exceptional member service in line with the Collective Agreement, where applicable.
• Develop a sales and service culture through training, performance monitoring, work planning, and task assignment.
• Provide ongoing coaching to reinforce positive behaviors and conduct annual performance reviews.
• Address performance- and call quality-related issues, recommending personnel actions such as hiring, rewarding, promoting, reassigning, or disciplining employees.
• Oversee and monitor team attendance, develop schedules, and ensure adequate staffing levels to maintain optimal member service.
• Monitor call volumes, email queues, and digital interactions, tracking quality, response times, and member concerns.
• Provide guidance, scripting, and training to ensure a meaningful and consistent member experience via digital channels.
• Assist in developing the member digital experience and implementing technologies, including email strategies, chat, mobile solutions, online appointments, applications, and other digital enhancements.
• Support the rollout of new products, services, programs, and operational processes.
• Provide training on Virtual Branch programs and ensure consistent use of required tools and procedures.
• Serve as the first point of contact to motivate and engage the team, fostering excellence in service, sales, learning, and technology adoption.
• Communicate corporate updates, new initiatives, products, services, and changes to policies and procedures to the Virtual Branch Specialists.
• Volunteer and support community initiatives, representing the Credit Union at events and
  system conferences.
• Complete other projects and duties as assigned.

You have…

• A bachelor’s degree in business or commerce.
• Five years of relevant experience, including at least two years in a supervisory role.
• Previous experience in a call center environment and/or within the financial industry. (considered a strong asset.)

You are…

• A strong leader with the ability to coach, delegate and foster a team environment.
• Knowledgeable in products and services as well as policies and regulatory environment.
• Passion for innovation and a strong technical background.

Applications will be accepted until August 13, 2026.

Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Don’t meet every single requirement? At East Coast Credit Union, we believe everyone has potential. If you are excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this role or other opportunities we may have.

We wish to thank applicants in advance; only candidates selected for an interview will be contacted.

Please click the link below to apply for this or any of our other opportunities:

Careers - About Us | East Coast Credit Union (eastcoastcu.ca)

At East Coast Credit Union, we are passionate about creating a diverse, equitable, and inclusive workplace and believe a diversity of perspectives, experiences and backgrounds benefit our employees, our members, and our communities.

East Coast Credit Union is committed to providing access, equal opportunity, and accommodation for individuals with disabilities. To request accommodation, please contact Human Resources by email at [email protected] or by phone at 902.464.7107