Digital Branch Manager Position
4 weeks ago
About the Role
The Digital Branch Manager at Local Government Federal Credit Union is responsible for overseeing the daily functions and systems within the Digital Branch Team. This includes identifying and implementing improvements to existing member experiences and assisting in leading the strategic direction of the team.
Key Responsibilities
- Provide daily oversight of all member touchpoints, including phone calls, electronic communication channels, online account opening, and loan applications, to ensure service levels and key performance indicators are met.
- Hire, train, and develop Digital Branch Staff, including conducting performance evaluations and providing coaching and professional development.
- Maintain and develop 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.
- Assist leadership with the development of business cases and recommend new ideas to contribute to digital growth.
- Actively work with leadership to manage relationships with external vendors for member services related tools.
- Develop and present reports on metrics, forecasts, and performance of member service activities.
- Serve as a tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance.
- Work closely with internal partners to identify gaps in digital technologies offered to members and 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.
Requirements
- 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.
- Ability to work onsite at Credit Union administrative headquarters.
- Ability to work within core operating hours, as well as the occasional weekend and holiday.
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