eBranch Manager at On Tap Credit Union – Golden, Colorado

Onsite

Reports to: VP of Member Experience & Retail Delivery

Lead the Future of Digital Banking Experience

At On Tap Credit Union, we believe banking should feel personal—no matter the channel. We’re looking for a dynamic eBranch Manager to lead our digital service and lending operations, ensuring every member interaction—whether online, over the phone, or through mobile banking—reflects our commitment to exceptional service and our K.E.G. of Excellence values.

If you’re a strategic leader who thrives on coaching teams, driving performance, and enhancing digital member experiences, this is your opportunity to make a meaningful impact.

What You’ll Do

Lead & Develop a High-Performing Team

Manage and coach a team supporting inbound service and lending queuesConduct regular 1:1s, performance reviews, and service quality auditsDevelop employees through coaching, training, and career growth planningBuild schedules and manage staffing to ensure strong service levelsRecognize and reward high performance while fostering a positive, engaged cultureDrive Performance & Results

Lead the eBranch to achieve sales, service, lending, and advocacy goalsMonitor performance metrics and conduct weekly team huddlesOversee loan production to support annual growth targetsRecommend and implement strategies to improve individual and team performanceEnhance the Digital Member Experience

Oversee online banking, mobile services, bill pay, and phone operationsIdentify and implement process improvements to increase efficiency and satisfactionEnsure a seamless, consistent member experience across all remote channelsLead as a Strategic Partner

Model accountability, professionalism, and alignment with company valuesManage department budgets and resources responsiblyAct as an escalation point for member and employee concernsCollaborate across departments to support organizational successEnsure Compliance & Operational Excellence

Maintain adherence to all regulatory and internal policies (BSA, OFAC, etc.)Ensure proper controls, documentation, and fraud prevention practicesStay current on industry trends and compliance requirementsWhat You Bring

5+ years of financial services experience, with 3+ years in leadershipStrong understanding of lending, call center, and digital banking operationsProven ability to coach, develop, and inspire teamsStrategic mindset with strong analytical and decision-making skillsPassion for delivering exceptional member experiencesExcellent communication, organization, and interpersonal skillsTech-savvy with experience in digital platforms and reporting toolsEducation:

High school diploma or GED requiredBachelor’s degree preferredWhat Makes You a Great Fit

You’re a people-first leader who builds trust and accountabilityYou thrive in a fast-paced, performance-driven environmentYou’re energized by developing others and driving resultsYou think strategically about digital service and member experienceOur Culture: The K.E.G. of Excellence

At On Tap, our values guide everything we do:

Kind – We lead with empathy, care, and integrityEngaged – We show up, collaborate, and grow continuouslyGenuine – We are authentic, honest, and humbleWhy Join On Tap Credit Union?

You’ll be part of a team that values relationships, innovation, and community impact—where your leadership directly shapes the member experience and drives meaningful growth.

Ready to lead the future of digital member experience? Apply today!