AVP of Digital Services

First Capital Federal Credit Union•York, PA

About The Position

First Capital Federal Credit Union is seeking an AVP of Digital Services to lead and promote its digital banking and Contact Center operations. The role oversees the Contact Center and the full suite of digital channels, including mobile and online banking, chat, online account opening, online loan applications, and emerging digital products. The AVP will help shape how members interact with the Credit Union, ensuring member experiences are seamless, intuitive, personalized, and aligned with its commitment to exceptional service.

Requirements

A combination of education and experience is acceptable.
At least 3 years of management experience with Contact Centers or Customer Service.
At least 3 years of experience in online services.
Ability to manage and complete multiple projects and meet production goals and deadlines.
Ability to lead and manage a team in achieving organizational goals.
Highly organized, self-motivated, customer-experience-focused, and able to work proactively and independently as well as within a team.
Ability to communicate and present effectively to all levels of the organization, including Senior Management.
Ability to prioritize work assignments and handle multiple priorities.

Nice To Haves

College degree preferred.
Knowledge of key payment systems, including ACH, ATM, crypto, debit cards, and credit cards.

Responsibilities

Lead and promote digital banking and Contact Center operations.
Oversee the Contact Center and digital channels, including mobile and online banking, chat, online account opening, online loan applications, and emerging digital products.
Shape member interactions with the Credit Union and ensure member experiences are seamless, intuitive, personalized, and aligned with the organization’s service commitment.
Lead and manage a team in achieving organizational goals.
Manage multiple projects and meet production goals and deadlines.