Digital Branch Manager
Company: Local Government Federal Credit Union
Location: Raleigh
Posted on: October 7, 2024
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Job Description:
Description: CIVIC CULTURE Our organization believes we can all
do well by doing good. We value the contributions of diverse minds
and prioritize the success and well-being of our employees. We also
believe every person in our organization plays a role in supporting
a healthy environment and helping to achieve our goal of prosperity
for all. To this end, we recruit bright, energetic, and talented
people to be members of our team. In return, we offer a dynamic
workplace that presents opportunities for professional advancement
and individual growth. We strive to always display integrity,
self-awareness, courage, and respect for one another while
continuing to seek opportunities to learn. We really believe that
when our employees succeed, our community wins. ABOUT THE POSITION
The Digital Branch Manager is responsible for managing and
overseeing all daily functions and systems within the Digital
Branch Team, as well as identifying and implementing improvements
to existing member experiences. This individual will assist their
management in leading the strategic direction of the Digital Branch
Team. A successful individual in this role will ensure the smooth
and efficient functioning of team, including timely and proper
member communications through all delivery channels, processing of
membership, deposit and loan applications for new and existing
members, and fulfillment of specific consumer loan requests. This
role will need to use strong interpersonal skills to build rapport
with both internal and external customers. This individual is also
expected to serve as a mentor to all team members, keeping them
engaged and providing guidance on policies and procedures as
needed. This role will be pivotal in ensuring the Credit Union's
policies and procedures are being closely followed, and that
interactions with members are accurate and compliant. This
individual will supervise a large group of professional staff
characterized by repetitive processes and member interactions via
phone, secure message, text message, videochat, webchat, and email.
NORMAL DAY-TO-DAY WORK Provides daily oversight of all member
touchpoints to include phone calls, electronic communication
channels, online account opening, and loan applications to ensure
that service levels and key performance indicators are met. Ensure
operation and efficiency of all related system aspects needed for
member service activities, including personal and team member
communications and work volumes. Hire, train, and develop Digital
Branch Staff including conducting performance evaluations and
providing coaching and professional development. Ensure all staff
members are equipped with the necessary tools and permissions for
success. Responsible for maintaining and developing member service
processes within the Digital Branch Team, including member
communications, member relations, account opening, digital
applications, and loan fulfillment. Design, implement, and maintain
Digital Branch processes and identify risks and opportunities based
on the organization's business strategy. Design and implement a
plan to achieve production results, while ensuring staff are
hitting membership targets. Assist leadership with the development
of business cases and recommend new ideas to contribute to digital
growth to upper management. Actively work with leadership to manage
relationships with external vendors for member services related
tools, including account opening, phone systems and text messaging.
Act as liaison to other internal departments. Develop and present
reports on metrics, forecasts, and performance of member service
activities. Serve as tier 2 escalation point for any member/account
disputes while adhering to process and procedures, ensuring
regulatory compliance. Work closely with internal partners such as
IT and lending to identify gaps in digital technologies offered to
members to improve the member experience. Implement new digital
retail projects and tools to improve the member experience. Stay
abreast of industry trends and evolving regulations concerning
member services, digital banking and loan fulfillment. Lead changes
for retail digital channels. Oversee efforts to periodically review
policies and procedures and identify and recommend opportunities
for improvement regarding team operating compliance and efficiency.
Display integrity, self-awareness, courage, and respect for staff
while ensuring learning agility and flexibility communicating and
delegating effectively. Work effectively, collaboratively, and
creatively in a team-oriented environment both internally and
externally. Take ownership for actions, decisions, and results;
openly accept feedback and demonstrate both the willingness and
ability to improve. JOB QUALIFICATIONS Here are a few
qualifications you MUST have to be qualified for this position.
Minimum 4 6 years of banking experience, including lending and
member/customer servicing. Minimum 1 3 years of management
experience. Strong analytical and problem-solving skills, with the
ability to identify trends and develop solutions. Demonstrated
knowledge of banking procedures, including policies, laws and
regulations, consumer loan origination and servicing. Operating
experience of financial products as well as online banking and
digital platforms. Must be able to work onsite at Credit Union
administrative headquarters. Must be able to work within core
operating hours (8:00am 6:00pm), as well as the occasional weekend
and holiday. Ability to function in a Consumer business office
environment and utilize standard office equipment including but not
limited to: PC, copier, telephone, etc. Ability to lift a minimum
of 25 lbs. (file boxes, computer printer). Travel required on
occasion. Here are a few qualifications we'd LIKE for you to have.
Minimum 4 6 years of Credit Union member service experience. Call
center experience. Bachelor's degree in Business Administration or
related field of study. Experience with creating and updating
policies, processes, procedures, and guidelines. Supervisory
experience within a member/customer service environment. CONTACT US
If you have questions about this position description, please feel
welcome to ask. You can reach HR at: Human Resources 3600 Wake
Forest Rd, Raleigh, NC 27609 careerscivicfcu.org Requirements:
PI328ed3e7a2eb-31181-35702476
Keywords: Local Government Federal Credit Union, Burlington , Digital Branch Manager, Executive , Raleigh, North Carolina
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