Supervisor, Digital Sales & Retention

Municipal Credit Union•New York, NY

1d•$55,000 - $87,120

About The Position

The Supervisor, Digital Sales & Retention provides leadership and oversight for the daily functions of the Digital Sales & Retention Department. The primary focus is on maintaining high member service standards, driving digital growth, and fostering long-term member loyalty. This role involves supervising a high-performing team while managing complex member research and file maintenance for various account types, including CDs, IRAs, and legal-related accounts (POA, Guardianship, etc.).

Requirements

3+ years call center experience, minimum
Back office operations area experience preferred
Retail banking experience is a plus
Previous sales experience preferred
Proficiency in Microsoft Office Suite
Excellent member service skills
Excellent research and problem-solving skills
Excellent interpersonal, oral and written communication skills
Ability to multi-task; good time management skills
Highly ethical.

Responsibilities

Supervise, coach, and develop a dedicated team of direct reports, conducting regular 1:1s and annual appraisals to ensure the department operates efficiently.
Determine and direct daily workflows and activities, monitoring department trackers to ensure all tasks are captured and tracked as required.
Oversee the execution of personalized, behavior-triggered outreach and "high-intent" engagement strategies, moving away from "batch and blast" methods.
Manage member research and file maintenance for new and existing accounts, including CDs, IRAs, and legal-related accounts such as Power of Attorney (POA), Guardianship, Decedent, and Dormant accounts.
Investigate, troubleshoot, and respond to member inquiries, concerns, and complaints, providing guidance on escalations to ensure an excellent member experience.
Ensure all processes, procedures, and policies comply with Federal and State regulations (including Reg E, D, CC, TISA, and BSA) to mitigate risk.
Collaborate with other departments, legal counsel, and external partners to resolve complex member issues and respond to regulatory inquiries in a timely manner.
Review incoming digital mail, assigning work to department representatives and requesting original documentation when necessary.
Maintain adherence to Service Level Agreements (SLAs) for all required service events.
Process and approve transactions and fee reversals within authority limits, ensuring all activity aligns with the MCU Code of Ethics.
Foster a team culture of inclusion and open communication through regular staff meetings, cross-training, and support for talent management.
Perform system testing, validation, and special projects as assigned by management.
Identify and report unusual account activity or potential risk exposure to management.
Travel as required.