Digital Branch Manager

4 hours ago


Raleigh, North Carolina, United States Local Government Federal Credit Union Full time
About the Role

We are seeking a highly skilled and experienced Digital Branch Manager to join our team at Local Government Federal Credit Union. As a key member of our organization, you will be responsible for overseeing the daily functions and systems within the Digital Branch Team, identifying areas for improvement, and implementing changes to enhance the member experience.

Key Responsibilities
  1. Provide daily oversight of all member touchpoints, ensuring service levels and key performance indicators are met.
  2. Hire, train, and develop Digital Branch Staff, conducting performance evaluations and providing coaching and professional development.
  3. Maintain and develop member service processes within the Digital Branch Team, including member communications, member relations, account opening, digital applications, and loan fulfillment.
  4. Design, implement, and maintain Digital Branch processes, identifying risks and opportunities based on the organization's business strategy.
  5. Assist leadership with the development of business cases and recommend new ideas to contribute to digital growth.
  6. Actively work with leadership to manage relationships with external vendors for member services related tools.
  7. Develop and present reports on metrics, forecasts, and performance of member service activities.
  8. Serve as a tier 2 escalation point for any member/account disputes while adhering to process and procedures.
  9. Work closely with internal partners to identify gaps in digital technologies offered to members and implement new digital retail projects and tools.
  10. Stay abreast of industry trends and evolving regulations concerning member services, digital banking, and loan fulfillment.
Requirements
  1. Minimum 4-6 years of banking experience, including lending and member/customer servicing.
  2. Minimum 1-3 years of management experience.
  3. Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions.
  4. Demonstrated knowledge of banking procedures, including policies, laws, and regulations, consumer loan origination, and servicing.
  5. Operating experience of financial products as well as online banking and digital platforms.
  6. Ability to work onsite at Credit Union administrative headquarters.
  7. Ability to work within core operating hours, as well as the occasional weekend and holiday.
  8. Ability to function in a Consumer business office environment and utilize standard office equipment.
  9. Ability to lift a minimum of 25 lbs.
Preferred Qualifications
  1. Minimum 4-6 years of Credit Union member service experience.
  2. Call center experience.
  3. Bachelor's degree in Business Administration or related field of study.
  4. Experience with creating and updating policies, processes, procedures, and guidelines.
  5. Supervisory experience within a member/customer service environment.


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