Digital Experience Supervisor

6 days ago

Kearney, United States Trius Federal Credit Union Full time
Trius Federal Credit Union seeks a Rockstar Leader to become part of the Trius Difference

Are you an enthusiastic and motivating team leader? Do you have a passion to help others grow and develop? Are you ready to be a key player and contribute to the success of our growth? Are you passionate about providing HOPE to our members on their financial journey? Grow your career with a thriving, forward-thinking organization that is the credit union of tomorrow. We are looking for a dynamic individual to lead our team in our Member Contact Center as the Digital Experience Supervisor.

At Trius Federal Credit Union, we operate as a not-for-profit financial institution completely owned by its members. We are structured for the financial benefit of our members. Each member actually owns a portion of our credit union

Our staff is committed to putting forth the best service to help our members succeed in their financial goals. Trius Federal Credit Union has an array of products and services to meet the needs of our members. Anything from share accounts to building their future or loan options to accomplish dreams, we can lend a hand along the way. In addition, we provide the latest conveniences in technology. Members can take care of finances on their own time from virtually anywhere through Online, Mobile, and Text Account Access.

The Difference starts here - come see what it is all about

Key Responsibilities include:
  • Responsible for supervising operations of Contact Center and ITM Video Teller team.
  • Ensuring overall success of both work centers with results driven leadership and a focus on driving sales performance.
  • Build relationships and enhance member experience by educating them about products and services they could benefit from and mentor and train others to do the same.
  • Ensure members receive outstanding value and exceptional service regardless of delivery channel (voice, chat, text, email or video) and ensure all unresolved member complaints are handled appropriately.
  • Serve as an expert and ability to perform the duties and responsibilities of your department.
  • Assume responsibility for branch and staff performance and seek training opportunities to develop and enhance knowledge.
  • Work with VP to explore staff performance and seek training opportunities to develop and enhance knowledge.
  • Handle complex situations with confidence, knowledge and creativity.
  • Manage and mentor incentives and goals for cross-selling program.
  • Conduct regular meetings and conduct monthly one-on-one coaching and performance appraisals.
  • Promotes and trains staff on products and regulations, policies, and procedures.
  • Observes security and ensures all branch security systems are operational and procedures are properly conducted along with staff training.
  • Represent the credit union in the community by fostering relationships and maintaining a positive image.
  • Live the mission, vision and core values of the credit union and follow the Standards and Accountabilities set forth.
  • Maintain knowledge of, follow, and adhere to all state and federal rules, regulations, policies and procedures.
  • Other duties as assigned.
Qualifications and Education Requirements:
  • Bachelor's degree preferred or 3-5 years work experience in management, call center, finance, or retail industry.
Skills Include:
  • Competency to handle member complaints and take appropriate action to resolve them.
  • Ability to train others and garner performance from branch staff.
  • Dedicated, self-motivated person with a passion and skill for providing excellent member service.
  • Ability to be detail-oriented, work independently in a team environment, and thrive in a fast-paced setting.
  • Embrace technology.
  • Takes pride in providing effective communication inside and outside the organization.
  • Be comfortable communicating with a sales and service perspective and speak with financial fluency.
  • Provides empathy with members and team members while actively engaging in non-judgmental decision making.
  • Must be adaptable to change as our industry and organization continue to evolve.
  • Must have a proactive attitude with strong problem-solving skills and be solution focused.
Complete job description attached
Key Benefits Include:
  • Competitive Pay
  • Generous Benefit package including health, vision, dental, STD/LTD and Life insurance
  • PTO/Holiday Pay
  • 401(k) plan with generous match
  • Longevity Benefits
  • Paid training
  • Energetic, fun and rewarding team atmosphere
  • Family friendly work environment

We are an Equal Opportunity Employer

We consider applications for all positions without regard to race, color, religion, creed, gender, age, national origin, disability, which can be reasonably accommodated without undue hardship, veteran status, or another other legally protected classification.

All applicants who are offered employment with Trius Federal Credit Union will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation in accordance with Trius Federal policy and state law.

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