Assistant Manager, Digital & Credit Card Services

Navigant Credit Union•Lincoln, RI

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 the digital and credit card services team provides 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/GED completion required.
Minimum 3 years progressively responsible contact center experience required, preferably in a credit union or financial institution
Minimum 2-3 years coaching, training, or other supervisory experience required
Demonstrated knowledge of laws and regulations impacting the Contact Center and Credit Union function required.
Excellent organizational, analytical and problem-solving skills are required.
Must have the ability to handle multiple projects/priorities simultaneously with an effective outcome.
Must have the ability to deal with highly confidential information.
Must possess strong service orientation skills in alignment with the credit union's mission and core values.
Excellent verbal, written, telephone and interpersonal communication skills required.
Must be PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet.
Must have the ability to function in a commercial office environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Some travel required.
Ability to lift a minimum of 25lbs. e.g. file boxes

Nice To Haves

Ability to conduct presentations and training programs preferred.

Responsibilities

Manages, trains, and mentors team members on digital and credit card services, processes, and procedures.
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 and engagement responsibilities.
Acts as the subject matter expert on digital communications and credit card services and reviews high-risk requests as needed
Collaborates with digital branch leadership to implement process improvements and digital communications utilization, update and create procedures and best practices.
Utilizes tact and experience-based knowledge to research and resolve complex member escalations related to digital and credit card services, 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 and card services channels/media
Collaborates with cross-functional teams to introduce new features and enhancements.
In the absence of Assistant Digital Branch manager, assists the team with problem resolution and coaching as needed.
Performs all other duties as assigned by the AVP, Digital Branch.