Digital Branch Manager
4 weeks ago
About the Role
The Digital Branch Manager is a key member of our team, responsible for overseeing the daily functions and systems within the Digital Branch Team. This individual will assist in leading the strategic direction of the Digital Branch Team, ensuring the smooth and efficient functioning of the team, including timely and proper member communications through all delivery channels.
Key Responsibilities
- Provide daily oversight of all member touchpoints 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.
- Responsible for maintaining and developing 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 to upper management.
- Actively work with leadership to manage relationships with external vendors for member services related tools, including account opening, phone systems, and text messaging.
- Develop and present reports on metrics, forecasts, and performance of member service activities.
- Serve as tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance.
- Work closely with internal partners such as IT and lending to identify gaps in digital technologies offered to members to improve the member experience.
- Stay abreast of industry trends and evolving regulations concerning member services, digital banking, and loan fulfillment.
- Oversee efforts to periodically review policies and procedures and identify and recommend opportunities for improvement regarding team operating compliance and efficiency.
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 (8:00am - 6:00pm), as well as the occasional weekend and holiday.
- Ability to function in a Consumer business office environment and utilize standard office equipment, including but not limited to: PC, copier, telephone, etc.
- Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
- Travel required on occasion.
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