eCommerce Team Lead

COASTAL1 CREDIT UNION • Pawtucket, RI

3d

About The Position

Coastal1 Credit Union is seeking an eCommerce Team Lead supporting the daily operations of the eCommerce department by providing supervisory oversight, expert problem resolution, and ongoing coaching to team members. This role ensures exceptional member service, oversees the integrity of online banking channels, and serves as a key support partner to the AVP eCommerce

Requirements

• Minimum of a high school diploma or equivalent required. Associates degree preferred.
• Minimum of 3 years in a member services function, supervisory/management experience preferred.
• Demonstrated ability to manage multiple projects simultaneously with time management/organizational/multi-tasking skills.
• Excellent written, verbal and telephone communication skills.
• Must be able to work under pressure and have the ability to meet deadlines.
• PC Proficiency to include Microsoft Office and assorted banking software.
• Ability to maintain a positive and upbeat Credit Union image.
• Ability to handle confidential information securely.
• Ability to work collaboratively across all levels and functions of COASTAL1 to coordinate solutions.
• Ability to work independently and also as a team member.

Nice To Haves

• Bi-lingual helpful.

Responsibilities

• Oversee daily workflow and operational activities of the eCommerce department.
• Serve as a subject matter expert, maintaining a high level of knowledge of Coastal1 products, services, policies, and procedures. Troubleshoot and resolve issues related to account activity, fraud disputes, debit card concerns, and online banking within assigned authority, while forwarding inquiries to the appropriate department when outside of authority or expertise.
• Cultivate a positive, collaborative, and high morale work environment through fair treatment, clear communication, and sound judgment.
• Monitor team calls to ensure service standards and performance expectations are consistently met.
• Meet regularly with the AVP eCommerce to report on team performance, operational progress, and emerging issues.
• Review and approve fee reimbursements on deposit accounts and provide alternative overdraft solutions in accordance with established guidelines.
• Ensure members receive prompt, courteous, and professional service across all online banking channels.
• Support both consumer and commercial online banking products, ensuring accurate and efficient problem resolution.
• Communicate policy and procedure changes to the team in a timely and clear manner.
• Handle escalated or complex calls that require higher-level intervention.
• Utilize opportunities to cross sell Coastal1 products and services in a professional and positive manner.
• Research and resolve issues related to online banking, bill pay, mobile banking, remote deposit capture, and future eCommerce products.
• Collaborate with software vendors/providers to resolve system-related issues that require external support.
• Provide timely status updates to the AVP eCommerce regarding significant system outages, issues, or enhancement requests.
• Train new hires and provide ongoing coaching to existing team members to enhance product knowledge, troubleshooting capabilities, and overall service quality.
• Ensure compliance with Coastal1's Bank Secrecy Act/Anti-Money Laundering Policy and related procedures, Member Identification Program and Office of Foreign Assets Control screening and record keeping requirements.
• Provide supervisory coverage for the eCommerce team as needed to support operational continuity.
• Perform other duties as required.

Benefits

• Coastal1 offers competitive pay and great benefits including medical, dental and vision for you and your dependents.
• In addition, we offer paid time off to promote work/life balance, on-site fitness center, 401(k) with a company match, employee homebuyer assistance, plus much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED