Digital Services Manager

First Capital Federal Credit Union•York, PA

10d•Onsite

About The Position

First Capital Federal Credit Union in York, PA is seeking an Digital Services Manager to lead and promote our digital banking and Contact Center operations. In this key leadership role, the ideal candidate will oversee our Contact Center and full suite of digital channels, including mobile and online banking, chat, online account opening, online loan applications, and emerging digital products. The Digital Services Manager will play a critical role in shaping how our members interact with the Credit Union, ensuring every member experience is seamless, intuitive, personalized, and aligned with our commitment to exceptional service. Join us in shaping the future of our members online and Contact Center experience.

Requirements

Minimum 3 years of management experience with Contact Centers or Customer Service.
Minimum 3 years of experience in online services.
Ability to effectively manage and complete multiple projects, 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 proactively work independently as well as within a team.
Ability to communicate and present effectively to all levels of the organization, including Senior Management.
Demonstrate the ability to prioritize work assignments and handle multiple priorities.

Nice To Haves

Knowledge of key payment systems including ACH, ATM, crypto, debit and credit cards is a plus.

Responsibilities

Lead and promote digital banking and Contact Center operations.
Oversee the Contact Center and full suite of digital channels, including mobile and online banking, chat, online account opening, online loan applications, and emerging digital products.
Shape how members interact with the Credit Union, ensuring every member experience is seamless, intuitive, personalized, and aligned with our commitment to exceptional service.
Manage and complete multiple projects, meet production goals, and deadlines.
Lead and manage a team in achieving organizational goals.
Communicate and present effectively to all levels of the organization, including Senior Management.
Prioritize work assignments and handle multiple priorities.