Digital Branch Manager-Bowling Green
About The Position
Join our team as a Digital Branch Manager and lead the digital member experience for our credit union! In this role, you'll oversee our Digital Branch and Member Contact Center-driving service excellence, operational performance, and team success across online banking, mobile banking, digital onboarding, online lending, card services, and more. Key Responsibilities Lead, coach, and develop Digital Branch & Contact Center staff. Monitor call queues and member communication channels to ensure timely, exceptional service. Resolve escalated member issues with sound judgment and professionalism. Drive digital sales performance and support cross-selling initiatives. Oversee online account opening, consumer loan origination/processing, and digital transactions. Ensure compliance with all policies, procedures, and regulations. Support technology rollouts and foster a strong service/sales culture.
Requirements
- Bachelor's degree or equivalent experience.
- 3+ years banking/financial services experience.
- 3+ years of member/customer service experience.
- 1+ year consumer lending experience.
- 1+ year supervisory experience.
- Call Center experience preferred.
- Must obtain financial counseling certification within 12 months.
- A strong, positive leader who thrives in a digital environment, excels at problem solving, communicates clearly, and is passionate about delivering exceptional member experiences.
Nice To Haves
- Call Center experience preferred.
- A strong, positive leader who thrives in a digital environment, excels at problem solving, communicates clearly, and is passionate about delivering exceptional member experiences.
Responsibilities
- Lead, coach, and develop Digital Branch & Contact Center staff.
- Monitor call queues and member communication channels to ensure timely, exceptional service.
- Resolve escalated member issues with sound judgment and professionalism.
- Drive digital sales performance and support cross-selling initiatives.
- Oversee online account opening, consumer loan origination/processing, and digital transactions.
- Ensure compliance with all policies, procedures, and regulations.
- Support technology rollouts and foster a strong service/sales culture.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
101-250 employees
