Assistant Digital Branch Manager

Navigant Credit Union • Lincoln, RI

3d

About The Position

Under general supervision, but following established policies and procedures, provides leadership and direction to daily Digital Branch operations; supervises, trains and ensures that all contact center personnel deliver exceptional, value-added member experiences, aligned with the credit unions core values and mission statement; ensures that sales and service standards and goals are communicated, met and monitored; monitors member calls for quality assurance and team development; responds to questions and/or provides information from employees and members; processes requests/transaction as appropriate; assists members and potential members in understanding and utilizing credit union products and services.

Requirements

• High school diploma or equivalent (GED) education required.
• Minimum 3 years progressively responsible contact center experience preferably in a credit union or financial institution.
• Minimum 2-3 years coaching, training, or other supervisory experience
• Knowledge of credit union and Digital Branch policies
• Ability to learn and cross-sell credit union products and services.
• Ability to manage multiple priorities/projects simultaneously
• Excellent organizational, analytical and problem-solving skills
• Must possess strong verbal, written, telephone and interpersonal communication skills
• PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet
• Must possess a strong service orientation
• Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. Some travel required.

Nice To Haves

• AA degree or some college coursework preferred.

Responsibilities

• Supervises and directs personnel to ensure a professional environment that is aligned with Navigant service level standards.
• Utilizes tact and experienced-based knowledge to research and resolve member escalations by explaining specific policies and products while representing the CU in a professional manner and maintaining positive member relations.
• Performs objective quality evaluations for all Digital Branch channels/medias. Facilitates and attends team calibration sessions as needed.
• Interviews, recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff.
• Handles Performance Management including yearly appraisals.
• Identifies and evaluates career development and training needs.
• Coaches and develops staff in area of sales. Plans and conducts sales meetings and creates, implements, and monitors sales campaigns.
• Performs quality auditing functions/reports.
• Performs quality control prior to sending to document archiving or disbursement to other departments.
• Performs other Digital Branch and/or administrative duties as assigned by the AVP-Digital Branch Manager.

Benefits

• best-in-class benefits package including robust medical and dental plans
• vision benefits
• 401(k) with a generous employer match
• tuition reimbursement
• competitive salaries
• paid volunteer days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED