Digital Member Support Manager

Job Description

Signal Financial is a progressive and growing Credit Union with over 24,000 members and more than $400+ million in assets. We are committed to building a new way of banking for our current and future members in the Washington Metro area. Our goal is to be a progressive multi-billion-dollar financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services.

Position Description

Strategically direct the delivery of Credit Union support services to members through all digital channels. Ensure the department complies with all relevant regulations and credit union policies. Develop, review and/or implement institutional and departmental processes, policies and procedures to achieve 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 priority. Review and approve online membership applications completed via Signal's website, online, and mobile banking. Lead and/or participate in department and credit union projects. Stay relevant in all things digital related to supporting our membership.

The position is located at Kensington, MD headquarters. The role is hybrid, in office Tuesdays, Wednesdays, and Thursdays.

Position Responsibilities

Credit Union Service Delivery

Manage and coach member service supervisor(s) and agent(s) to maximize quality service to members across all digital channels. Assist supervisors as needed to ensure all escalations can be managed within the department. Ensure department compliance with relevant regulations, policies and procedures. Work with supervisor(s) and team lead(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 all 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 within teams, departments and credit union to incorporate digital support channels into the servicing of the membership. Develop processes to support the membership across all digital channels. Identify cross-sell opportunities to digital support reps and assist with cross-sell services to members of the Credit Union. Coach all 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 contracts. Communicate and negotiate with vendors as needed. Ensure full department use of contracted services. Make recommendations on changes to vendor contracts 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 related 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.

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.

Full-time

Hybrid remote