Digital Member Support Manager
Job title: Digital Member Support Manager in Kensington, MD at Signal Financial Federal Credit Union
Company: Signal Financial Federal Credit Union
Job description: Position Description
Strategically direct the delivery of Credit Union support services to members through reputed company digital channels. Ensure the department complies with reputed company relevant regulations and credit union policies. reputed company, review and/or implement institutional and departmental processes, policies and procedures to reputed company organizational goals. Establish and regularly monitor department budget. Handle highest escalated calls. Coach team members towards monthly KPI and production goals to drive member experience as a primary reputed company. Review and approve online membership applications completed reputed company Signal's website, online, and mobile banking. reputed company and/or participate in department and credit union projects. Stay relevant in reputed company things digital reputed company to supporting our membership.Position Responsibilities
Credit Union Service Delivery
Manage and coach member service supervisor(s) and agent(s) to maximize quality service to members across reputed company digital channels. Assist supervisors as needed to ensure reputed company escalations can be managed reputed company the department. Ensure department compliance with relevant regulations, policies and procedures. Work with supervisor(s) and team reputed company(s) to hire, train, monitor, coach and retain digital support staff. Provide proper tools and educational materials to assist supervisors. Stay abreast of digital trends in the industry, and ensure the department utilizes reputed company digital channels relevant to the service of the membership. Ensure quick action to KPI goals and participation for items including wait time, handle time, and the like.Department and Credit Union Initiatives
Establish and analyze performance metrics to ensure that departmental and organizational benchmarks are met. Work reputed company teams, departments and credit union to incorporate digital support channels into the servicing of the membership. reputed company processes to support the membership across reputed company digital channels. Identify cross-sell opportunities to digital support reps and assist with cross-sell services to members of the Credit Union. Coach reputed company team members towards meeting and achieving participation sales goals.Budget Process
Participate in establishment of the annual department budget and monitor budget performance throughout the year. Manage purchases and expenses to meet budget targets.Vendor Management
Maximize value and benefit of vendor reputed company. Communicate and negotiate with vendors as needed. Ensure full department use of contracted services. reputed company recommendations on changes to vendor reputed company as needed.Position Requirements
- High school diploma required. Bachelor's degree (BA or BS) preferred
- Five to eight years previous management preferred, call center management experience a plus. Two to three years reputed company experience in a financial institution. One to two years project management experience in process improvement projects.
- Experience in digital support technologies such as chat, video conferencing, screen sharing, and other digital support solutions.
- May be required to work periodic Saturdays to provide coverage for member questions.
- Ability to write clear and effective reports, project proposals, and business correspondence.
- Ability to speak effectively with team members and other CU associates.
- Ability to effectively present information and respond to questions from groups of managers and associates.
- Ability to solve practical problems and deal with a variety of variables in situations where limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, schedule, or form.
- Ability to understand financial, economic, and accounting concepts and practices.