Digital Branch Team Lead

United Community Bank•Laurens, SC

6d•$38,769 - $57,876•Onsite

About The Position

Directly leads, develops and supervises the Digital Support Specialist team working with the Digital Branch Manager to drive performance by meeting and exceeding established goals, ensuring an end-to-end legendary customer experience on all digital channels and platforms while managing and balancing risk. This role will be responsible for ensuring the team is adequately trained, developed and engaged in all aspects of customer support, sales and service. This Team Lead will work closely with the Contact Center Training & Quality Control Admin to mitigate any critical exceptions identified for their direct reports as well as perform regular QA assessments on assigned task lists. The Team Lead will promote high performance by conducting regular coaching sessions/meetings with each team member with close review of their monthly performance scorecard, recognizing and rewarding top performers and addressing any non-performance issues by following established corrective action procedures. This role will conduct regular team huddles to discuss projects, service and sales/referral performance, goals, opportunities and any upcoming product, policy and procedural changes. Subject matter expert in various skill sets supported within the Digital Branch inclusive of responding directly to customer inquiries, complaints and resolving issues via multiple channels spanning the breadth of United Community Bank’s products and services.

Requirements

High school diploma or equivalent required
Proficient in online account and loan opening processes, procedures and systems
Must be a self-starter and effectively possess strong organizational, communication, and multi-tasking skillsets.
Demonstrated ability to collaborate, engage and positively influence a team
Demonstrated ability to act as a source of problem resolution
Solid background in navigating bank and other applicable systems
Thorough knowledge of bank and operational procedures, policies, etc.
Professional communication and customer service and team building skills
Experience in troubleshooting and solving unusual or rare types of problems
Able to work a set or rotating schedule that may include evenings and Saturdays
Broad knowledge of general banking practices across all business and functional units
Familiarity of key technology solutions deployed by the bank
Strong analytical skills and experience driving efficient, effective, quality service delivery
Strong communication skills
Demonstrated capacity for sound judgment and ability to balance risk vs. customer service needs
Limited travel may be required
Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
Must be able to pass a criminal background & credit check

Nice To Haves

Bachelor’s degree in a relevant field of work or an equivalent combination of education and work related experience preferred
3+ years’ experience in branch, digital branch, operations or other equivalent environment preferred

Responsibilities

Assists Digital Branch Management and Operations by providing supervision, direction, and leadership
Ability to take calls/chats/emails including but not limited to escalations
Backup reporting for Digital Branch Manager on monthly performance dashboards for system analysis and team performance as well as charge-offs
Supports and re-enforces leadership directives including but not limited to team vision, goals, objectives, processes, procedures, behaviors, etc.
Models impartial behavior setting a positive example for the team
Completes and monitors direct report scorecards and conducts monthly coaching
Regular collaboration with leadership to provide feedback, ideas, etc. to improve team performance, moral, etc.
Creation of team huddle content and delivery
Ability to conduct regular coaching sessions/meetings with the team to discuss service and sales/referral performance, goals, opportunities and any upcoming product, policy and procedural changes
Create team training procedures
Assist in ensuring the team is adequately trained and developed, exercise authority concerning performance appraisals, promotions, pay recommendations, development plans and terminations (after obtaining required approval from Digital Manager and Contact Center Director)
Participate in the interview and hiring process
Contributes to our “legendary customer experience” strategy in the discovery, construction, and implementation of Bank and Digital Bank best practices
Handle escalated customer requests to ensure appropriate follow-up and resolution
Recognize training/performance opportunities and recommend ways to close knowledge or skill gaps
Construct and/or deliver training modules to Team
Assist with various projects as required
Other duties as assigned