Member Solutions Team Leader

2 weeks ago

Stratford, Connecticut, United States Sikorsky Financial Credit Union Full time
Job Overview

Why Consider a Career with Sikorsky Financial Credit Union?
Sikorsky Financial Credit Union has been recognized as the leading Credit Union in Connecticut for five consecutive years. With over $1 billion in assets, we are among the largest credit unions in the state 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. You will benefit from a healthy 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 to learn more about this role.

Position Summary

Under the general oversight of the Vice President of Digital Banking, this role is responsible for managing all operations of the Member Solutions Center and the Digital Account Opening team. The individual will seek opportunities to enhance member service through the implementation of innovative technology, educate team members, drive the productivity of the digital channel, and ensure adherence to regulatory standards.

The Member Solutions Manager operates under the guidance of the VP of Digital Banking, exercising independent judgment and decision-making with minimal supervision. This position directly supervises the Member Solutions Supervisor and Digital Service Representatives, overseeing a team of 8-15 staff members.

Key Responsibilities:

  1. Supervise and lead the Member Solutions Supervisor and Digital Service Representatives.
  2. Inspire, mentor, and train team members to meet 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.
  3. Process transactions accurately for members and analyze complex product and service issues, providing resolutions for members and the assigned team.
  4. Manage workload and support the team by assisting with member engagements, application processing, and addressing all member inquiries to meet service levels.
  5. Utilize comprehensive knowledge of credit union products, services, and compliance regulations to ensure staff is well-trained to meet membership needs.
  6. Generate and assess reports on member engagements and application trends to identify staffing needs that support service levels and production goals.
  7. Evaluate staffing requirements while overseeing schedules and requests to ensure service levels are maintained.
  8. Deliver exceptional and professional member service through various communication channels to support credit union members.
  9. Stay informed about the latest technology trends to assist both members and staff as new technologies emerge in the industry.
  10. Conduct interviews for potential staff, assess performance, and manage disciplinary actions as necessary.
  11. Foster a positive work environment by communicating professionally with members, colleagues, management, and vendors, embodying the credit union's core values of Service, Teamwork, Integrity, and Responsibility.
  12. Keep updated on industry developments, including changes in regulations and technology.
  13. Ensure compliance with company policies and banking/credit union regulations.
  14. Perform additional duties as required.

Essential Qualifications:

  1. Bachelor's degree preferred, ideally in Business Management or a related field.
  2. A minimum of 3 years of relevant management experience in banking, lending, or call center environments.
  3. Extensive understanding of state and federal regulatory compliance requirements, along with credit union policies and procedures.
  4. Strong management, analytical, interpersonal, written, and verbal communication skills.
  5. Demonstrated customer service abilities.
  6. Proficiency in Microsoft 365 applications, Fiserv DNA, NCR Digital Banking, and loan origination systems is highly 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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