Member Experience and Digital Service Coordinator (Hybrid)

Navigator Credit Union•Mobile, AL

3d•Hybrid

About The Position

Navigator Credit Union is seeking a full-time Member Experience and Digital Services Coordinator to provide enterprise-level leadership for the centralized member-service and service-delivery channels. The coordinator oversees the Contact Center, Digital Services, and Crew Line, establishing priorities and consistent service across phone, digital, card, ITM, and branch-support channels. The role develops leaders, oversees the centralized member complaint-management process, and serves as a business owner or system administrator for designated member-facing platforms. The position drives continuous improvement using data, employee and member feedback, technology, and process improvement. It works across technology, marketing, risk, compliance, branch leadership, and other functions to turn member needs and credit union goals into coordinated service strategies. Success is measured through responsive support, usable digital services, effective card and dispute resolution, reliable member-facing technology, strong leadership of assigned departments, and measurable improvements in member satisfaction and service performance. The position may be eligible for remote work at Navigator Credit Union’s discretion. Approved remote employees must follow the remote-access and device policies, maintain a distraction-free work setting, coordinate an in-office schedule with their manager, and be available to come into the office during a normal shift when requested. Remote employees must keep webcams uncovered during the workday and use them in meetings, and must have dedicated internet bandwidth of at least 100 Mbps download and 10 Mbps upload.

Requirements

Progressive leadership experience in financial services, member or customer support, contact center, digital service, card operations, or a comparable regulated environment.
Strong leadership, coaching, relationship-building, and communication skills.
Ability to influence across functions, develop other leaders, resolve complex issues, and maintain composure in a fast-paced, high-demand environment.
Member-experience and service-channel leadership skills.
Digital and systems thinking.
Card and dispute-service oversight skills.
Contact-center leadership and quality assurance skills.
Complaint-management skills.
Project and change leadership skills.
Data-informed decision-making and process-improvement skills.
Sound judgment and discretion.
Ability to manage multiple priorities and communicate effectively with all levels of the organization.
Ability to perform primarily sedentary work, with limited physical exertion and occasional lifting of up to 10 lbs.
Ability to climb or descend stairs in emergency situations.
Ability to operate routine office equipment, including telephone, copier, facsimile, and calculator.
Ability to routinely work on a computer for an average of 6–8 hours per day when necessary.
Ability to maintain regular, reliable, and timely attendance and work extended hours when required for assigned member-service channels.
For approved remote work: ability to work in a distraction-free environment, follow company policies, be available to come into the office during a normal shift when requested, keep the webcam uncovered during the workday and use it in meetings, and maintain dedicated internet bandwidth of at least 100 Mbps download and 10 Mbps upload.

Nice To Haves

Experience leading leaders, improving processes, resolving escalated concerns, and supporting business systems is strongly preferred.
Bachelor’s degree in business, finance, technology, communications, or a related field preferred; an equivalent combination of education and relevant experience may be considered.

Responsibilities

Provide strategic and operational leadership for the Contact Center, Digital Services, and Crew Line, aligning priorities, staffing, service standards, and performance expectations with credit union objectives.
Lead, coach, and develop department managers, team leads, and other designated leaders; establish expectations, strengthen accountability, and build leadership capacity.
Define and promote consistent service standards and a seamless member experience across phone, digital, card, ITM, and branch-support channels.
Monitor service quality, capacity, productivity, responsiveness, and member outcomes across the three departments, using performance information to guide decisions and continuous improvement.
Serve as business owner or system administrator for designated platforms, including Lumin online banking, MANTL online account opening, and Joy voice AI; oversee access, workflow, configuration, release coordination, adoption, and optimization within established governance.
Lead business-side planning, testing, training, rollout, and post-launch review for platform changes, integrations, and new capabilities; ensure operational readiness and clear ownership of member-facing issues.
Lead Digital Services, including online banking and e-services, online account opening and cross-sell support, card services, and disputes; ensure card-related and dispute processes are timely, accurate, controlled, and member-focused.
Lead the Contact Center, including its manager or team lead and representatives; establish service levels, staffing and capacity plans, coaching expectations, quality assurance, and performance objectives.
Lead the Crew Line floating universal banker team, using it to support branch continuity, project execution, manager coverage, data collection, and service consistency across locations.
Oversee the Crew Line’s process-champion function, using employee and member ideas and feedback, service data, and other inputs to identify opportunities to simplify processes, reduce friction, and improve service delivery.
Oversee future extended-hour ITM service, including staffing, procedures, service expectations, training, and coordination with technology and operational partners.
Own the centralized member complaint-management framework, ensuring concerns are acknowledged, investigated, resolved, documented, escalated, and analyzed consistently.
Use complaint themes, member and employee feedback, and operational data to recommend improvements to products, policies, procedures, training, systems, and service delivery.
Maintain documented procedures, controls, training, business-continuity practices, and management reporting for assigned functions; partner with risk, compliance, fraud, and information security on relevant issues.
Manage escalated member and operational matters within delegated authority and coordinate executive, compliance, legal, technology, or other support when appropriate.
Support staffing, workforce planning, budgets, vendor relationships, and organizational initiatives affecting member service; serve as a key stakeholder in requirements, testing, implementation, communication, and review.