Member Solutions Operations Manager
1 week ago
Why Consider a Career with Sikorsky Financial Credit Union?
Sikorsky Financial Credit Union has consistently been recognized as the leading credit union in Connecticut for five consecutive years. As one of the largest credit unions in the state, we manage over $1 billion in assets and are committed to ongoing growth.
If you are dedicated to assisting individuals in reaching their financial aspirations and wish to contribute positively to the local community, we encourage you to explore this opportunity. We seek skilled professionals to enhance the banking experience for our esteemed members.
Being part of Sikorsky Financial Credit Union comes with numerous advantages. Enjoy a favorable work-life balance, competitive compensation, and a comprehensive benefits package that includes paid time off, medical and dental coverage, a 401K plan with company matching, tuition reimbursement, and more. Please review the details below for further insights into this role.
Position Summary
Under the general guidance of the Vice President of Digital Banking, this role oversees all operations of the Member Solutions Center and the Digital Account Opening team. The individual in this position will seek opportunities to enhance member service through the adoption of innovative technology, educate team members, drive the performance of the digital channel, and ensure adherence to regulatory standards.
The Member Solutions Manager operates under the direction of the VP of Digital Banking, exercising independent judgment and decision-making with minimal supervision. This role directly supervises the Member Solutions Supervisor and Digital Service Representatives, overseeing a team of 8-15 staff members.
Key Responsibilities:
- Lead and supervise the Member Solutions Supervisor and Digital Service Representatives.
- Inspire, mentor, and train staff to achieve assigned objectives and ensure a positive experience for members. Serve as a key resource for the team in promoting member education regarding credit union products and services.
- Process transactions accurately for members and analyze complex product and service issues for members and the assigned team.
- Manage workflow and support the team by assisting with engagements, application processing, and addressing all member requests to meet service level expectations.
- Utilize comprehensive knowledge of credit union products, services, and industry compliance to ensure staff is well-trained to meet membership needs.
- Generate and assess reports on member engagements and application trends to identify staffing needs and support service levels and production goals.
- Evaluate staffing requirements, overseeing schedules and requests to ensure service levels are maintained.
- Deliver exceptional and professional member service through various communication channels to support credit union members.
- Stay informed about the latest technology trends to enhance membership and staff support as new technologies emerge in the industry.
- Conduct interviews for prospective staff, assess performance, and manage disciplinary actions as necessary.
- Foster a positive work environment by communicating professionally with members, colleagues, management, and vendors, exemplifying the credit union's core values of Service, Teamwork, Integrity, and Responsibility.
- Keep updated on industry developments, including changes in regulations and technology.
- Ensure compliance with company policies and procedures as well as banking and credit union regulations.
- Perform additional duties as required.
Essential Qualifications, Skills, and Knowledge:
- Bachelor's degree is strongly preferred, ideally in Business Management or a related field.
- A minimum of 3 years of relevant management experience in banking, lending, or call center environments.
- Extensive understanding of state and federal regulatory compliance requirements, along with credit union policies and procedures.
- Strong management, analytical, interpersonal, written, and verbal communication skills.
- Demonstrated customer service expertise.
- Technical proficiency in Microsoft 365 applications, Fiserv DNA, NCR Digital Banking, and loan origination systems is strongly preferred. Familiarity with other banking and lending systems is advantageous.
Sikorsky Financial Credit Union is an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds, including age, color, ethnicity, familial or marital status, gender identity or expression, language, national origin, physical or mental disability, military or veteran status, race, religion, sexual orientation, and socioeconomic background.
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