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Tropical Financial Credit Union - Miramar, FL

posted 7 days ago

Full-time - Mid Level
Hybrid - Miramar, FL
Credit Intermediation and Related Activities

About the position

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace SIX years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike. The Digital Banking Supervisor plays a key role in supporting the Tropical Financial Credit Union's mission of guiding members successfully through the financial marketplace. This position is responsible for leading and mentoring a team of Digital Engagement Advisors, ensuring efficient and seamless digital banking experiences for members. The Digital Banking Supervisor oversees daily operations of online and mobile banking services, manages escalated member concerns, monitors team performance, and ensures adherence to policies and procedures. This role collaborates with internal teams to drive digital banking adoption, optimize workflows, and enhance service delivery.

Responsibilities

  • Supervise and support the day-to-day operations of digital banking services, including online and mobile banking, remote deposits, and digital account onboarding.
  • Monitor service performance and ensure minimal disruptions, escalating technical issues when necessary.
  • Prepare and present regular reports on team performance, member feedback, and operational metrics to management.
  • Assist in managing third-party vendor relationships, ensuring smooth digital banking functionality.
  • Identify common member challenges in digital banking and work with internal teams to enhance member experience.
  • Ensure compliance with security protocols, fraud prevention measures, and regulatory requirements (e.g., Reg. E, FFIEC, BSA/AML).
  • Supervise a team of Digital Engagement Advisors, providing guidance, support, and mentorship through performance documentation.
  • Conduct regular coaching sessions, performance reviews, and one-on-one meetings to track team progress and professional development.
  • Prepare the annual performance review for final approval by the Member Engagement Manager.
  • Responsible for completing the onboarding reviews (30, 60, 90 day) and monitoring adherence to assigned training plans.
  • Monitor department dashboards and team KPIs to ensure adherence to service goals and performance expectations.
  • Create an open environment where employees can share ideas to make the workplace more enjoyable. Organize team-building activities; actively participate in our 'Fun Workplace committee, to foster collaboration, morale, and a positive, dynamic, and exciting work environment.
  • Collaborate with Quality Assurance Manager, Member Engagement Center Training Specialist, and other departments, such as HR/Training and Development, Operations, Loan Servicing to identify and coordinate training for employees that ensure alignment with organizational goals.
  • Responsible for ensuring employees complete all training requirements.
  • Act as the escalation point for complex digital banking inquiries and complaints, ensuring timely and effective resolution.
  • Promote a frictionless, member-first culture within the digital banking team.
  • Work with Marketing and Retail teams to encourage digital banking adoption and educate members on online services.
  • Assist in the implement of member-centric needs-based sales strategies through digital channels to promote checking accounts, deposits, loans, and solution benefits (auxiliary products).
  • Ensure team adherence to scheduling, workflows, and performance metrics.
  • Collaborate with the Workforce Management Specialist to maintain proper staffing levels.
  • May participate in corporate projects in support of the Digital Engagement needs.
  • Identify areas for process improvement and recommend solutions to enhance service delivery.
  • Monitor that employees must complete online BSA, OFAC and other assigned training courses at least annually, as provided by the Training and/or Compliance Departments.
  • Compliance with BSA, OFAC, and other regulatory policies, ensuring all team members complete required training.

Requirements

  • Knowledge of Credit Union or banking related products and services preferred.
  • Understanding of contact center operations, digital banking processes, and compliance requirements.
  • Display a high degree of motivation, initiative, collaboration and actively interact and be an engaged team player.
  • Participate in teamwork, as well as, the willingness and ability to learn new tasks and duties within a changing and work in a high volume, fast-paced work environment.
  • Collaborative team player who can work effectively with member engagement advisors, supervisors, quality assurance and management.
  • Attention to Detail to read and interpret documents such as policy, procedure manuals and job-aides.
  • Exhibit high degree of professionalism and confidentiality in handling and accessing sensitive information.
  • Strong organizational skills with the ability to handle multiple priorities and meet deadlines.
  • Strong communication, analytical, and problem-solving abilities, with a focus on attention to detail and collaboration.

Nice-to-haves

  • Experience: Minimum 2 years in digital banking, financial services, or a contact center environment.
  • Leadership: At least 1 year of supervisory experience preferred.
  • Technical Knowledge: Understanding of digital banking platforms, fraud prevention, online security best practices and MS apps.
  • Skills: Strong problem-solving, coaching, and communication skills.
  • Education: High school diploma or GED equivalent required.
  • Bachelor's degree preferred or equivalent work experience in a related field or a B.A. from four-year College or university in Business, Finance, or IT preferred.
  • Experience with digital banking platforms (e.g., Symitar, Fiserv, Q2, Alkami, or similar).

Benefits

  • Medical, Rx, Dental, and Vision Insurance
  • Retirement Profit Sharing 401K Plan
  • Accident, Cancer and Hospital Indemnity Plan
  • Prepaid Legal
  • Voluntary Life Insurance
  • Pet Discount Program
  • Paid Time Off/ 11 Paid Holidays
  • Tuition Reimbursement/Student Loan Paydown Program
  • And so much more!
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