Branch Resource Coordinator

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POSITION SUMMARY:

The Branch Resource Coordinator and Scheduler develops and maintains optimized Floater and branch coverage schedules across the branch network. Using staffing forecasts, branch volume, productivity, business continuity needs, and team member skill levels, this role prioritizes coverage requests, responds to scheduling issues, and supports operational continuity.

The position administers centralized call-out and workforce management processes, prepares staffing analyses and coverage plans, and partners with Branch Management, the Branch Resource Administrator, and Branch Operations senior management to maintain appropriate staffing levels.

ESSENTIAL POSITION FUNCTIONS:

Analyze weekly forecasts, MRM, Workday Scheduling Hub, branch activity, and staffing levels to create and adjust schedules that optimize network coverage.

Maintain and apply the Floater Request Matrix to prioritize and fulfill coverage requests based on business need, team member skill level, and urgency.

Coordinate annual and ongoing Floater vacation planning, absentee and time-off requests, and calendars; develop staffing plans that accommodate training, development, meetings, and huddles; and consult with the Branch Resource Administrator regarding overtime needs.

Monitor scheduling and coverage trends, recommend forecasting and process improvements, and prepare Branch Resource Allocation and key performance reports for Branch Operations senior management.

Partner with Branch Operations leaders to review trends, projections, and staffing action plans, and orient new Floater team members to scheduling processes.

Coordinate department meetings and presentations, including agendas, materials, and related member, branch, and departmental communications.

Maintain Branch Administration content on Wesnet and SharePoint, ensuring information is accurate, clear, current, and accessible to internal audiences.

Maintain effective interpersonal skills with all levels of team members, and the ability to learn and adapt to new technology.

Maintain confidentiality of credit union and member records.

Meet personal development and training objectives established by department management and complete Wescom University core curriculum.

Ensure that the physical environment of assigned workspace is maintained according to Wescom's standards and that personal appearance reflects the desired level of professionalism.

Perform other related duties as assigned or requested.

Must be available during non-traditional business hours.

EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:

Bachelor's Degree preferred.

Previous financial industry and customer service experience preferred.

Excellent communication skills, both written and verbal.

Previous experience with scheduling and forecaster, minimum 2 years' experience preferred

Knowledgeable with industry standard call center metrics

Strong organizational skills; attention to detail and accuracy

Strong analytical and problem-solving skills

Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

Ability to communicate data to all levels of employees in an understandable fashion

Requires good judgment, decision making and problem solving, analytical skills, and team orientation

COMPUTER SKILLS:

Proficient in Microsoft applications (Word, Excel, Outlook). Must be proficient in technology applications including the Credit Union's operating system and specialized software required for performance of position.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to create and interpret bar graphs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Remote or Hybrid with a home base at one of Wescom's offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.