Digital Branch Manager

Civic Credit Union•Raleigh, NC

7d•Onsite

About The Position

The Digital Branch Manager is responsible for managing and overseeing all daily functions and systems within the Digital Branch Team, as well as identifying and implementing improvements to existing member experiences. This individual will assist their management in leading the strategic direction of the Digital Branch Team. A successful individual in this role will ensure the smooth and efficient functioning of team, including timely and proper member communications through all delivery channels, processing of membership, deposit and loan applications for new and existing members, and fulfillment of specific consumer loan requests. This role will need to use strong interpersonal skills to build rapport with both internal and external customers. This individual is also expected to serve as a mentor to all team members, keeping them engaged and providing guidance on policies and procedures as needed. This role will be pivotal in ensuring the Credit Union’s policies and procedures are being closely followed, and that interactions with members are accurate and compliant. This individual will supervise a large group of professional staff characterized by repetitive processes and member interactions via phone, secure message, text message, videochat, webchat, and email.

Requirements

Minimum 4 – 6 years of member servicing experience, inclusive of 1 – 3 years of lending and/or account opening experience, and 1 – 3 years of management experience, or have a Bachelor’s degree in Business, Finance, Lending, or relevant area, 1 – 3 years of member servicing experience, and 1 – 3 years of management experience.
Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions.
Demonstrated knowledge of banking procedures, including policies, laws and regulations, consumer loan origination and servicing.
Operating experience of financial products as well as online banking and digital platforms.
Must be able to work onsite at Credit Union administrative headquarters.
Must be able to work within core operating hours (8:00am – 6:00pm), as well as the occasional weekend and holiday.
Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
Travel required on occasion.

Nice To Haves

Minimum 4 – 6 years of Credit Union member service experience.
Call center experience.
Bachelor’s degree in Business Administration or relating field of study.
Experience with creating and updating policies, processes, procedures, and guidelines.
Supervisory experience within a member/customer service environment.

Responsibilities

Provides daily oversight of all member touchpoints to include phone calls, electronic communication channels, online account opening, and loan applications to ensure that service levels and key performance indicators are met. Ensure operation and efficiency of all related system aspects needed for member service activities, including personal and team member communications and work volumes.
Hire, train, and develop Digital Branch Staff including conducting performance evaluations and providing coaching and professional development. Ensure all staff members are equipped with the necessary tools and permissions for success.
Responsible for maintaining and developing member service processes within the Digital Branch Team, including member communications, member relations, account opening, digital applications, and loan fulfillment.
Design, implement, and maintain Digital Branch processes and identify risks and opportunities based on the organization’s business strategy. Design and implement a plan to achieve production results, while ensuring staff are hitting membership targets.
Assist leadership with the development of business cases and recommend new ideas to contribute to digital growth to upper management.
Actively work with leadership to manage relationships with external vendors for member services related tools, including account opening, phone systems and text messaging. Act as liaison to other internal departments.
Develop and present reports on metrics, forecasts, and performance of member service activities.
Serve as tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance.
Work closely with internal partners such as IT and lending to identify gaps in digital technologies offered to members to improve the member experience. Implement new digital retail projects and tools to improve the member experience.
Stay abreast of industry trends and evolving regulations concerning member services, digital banking and loan fulfillment. Lead changes for retail digital channels.
Oversee efforts to periodically review policies and procedures and identify and recommend opportunities for improvement regarding team operating compliance and efficiency.
Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.