Digital Branch Manager

1 day ago

Raleigh, United States Local Government Federal Credit Union Full time
Job DescriptionJob Description


CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Digital Branch Manager is responsible for managing and overseeing all daily functions and systems within the Digital Branch Team, as well as identifying and implementing improvements to existing member experiences. This individual will assist their management in leading the strategic direction of the Digital Branch Team. A successful individual in this role will ensure the smooth and efficient functioning of team, including timely and proper member communications through all delivery channels, processing of membership, deposit and loan applications for new and existing members, and fulfillment of specific consumer loan requests. This role will need to use strong interpersonal skills to build rapport with both internal and external customers. This individual is also expected to serve as a mentor to all team members, keeping them engaged and providing guidance on policies and procedures as needed. This role will be pivotal in ensuring the Credit Union's policies and procedures are being closely followed, and that interactions with members are accurate and compliant. This individual will supervise a large group of professional staff characterized by repetitive processes and member interactions via phone, secure message, text message, videochat, webchat, and email.


NORMAL DAY-TO-DAY WORK

  1. Provides daily oversight of all member touchpoints to include phone calls, electronic communication channels, online account opening, and loan applications to ensure that service levels and key performance indicators are met. Ensure operation and efficiency of all related system aspects needed for member service activities, including personal and team member communications and work volumes.
  2. Hire, train, and develop Digital Branch Staff including conducting performance evaluations and providing coaching and professional development. Ensure all staff members are equipped with the necessary tools and permissions for success.
  3. 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.
  4. Design, implement, and maintain Digital Branch processes and identify risks and opportunities based on the organization's business strategy. Design and implement a plan to achieve production results, while ensuring staff are hitting membership targets.
  5. Assist leadership with the development of business cases and recommend new ideas to contribute to digital growth to upper management.
  6. Actively work with leadership to manage relationships with external vendors for member services related tools, including account opening, phone systems and text messaging. Act as liaison to other internal departments.
  7. Develop and present reports on metrics, forecasts, and performance of member service activities.
  8. Serve as tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance.
  9. Work closely with internal partners such as IT and lending to identify gaps in digital technologies offered to members to improve the member experience. Implement new digital retail projects and tools to improve the member experience.
  10. Stay abreast of industry trends and evolving regulations concerning member services, digital banking and loan fulfillment. Lead changes for retail digital channels.
  11. Oversee efforts to periodically review policies and procedures and identify and recommend opportunities for improvement regarding team operating compliance and efficiency.
  12. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
  13. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few qualifications you MUST have to be qualified for this position.

  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. Must be able to work onsite at Credit Union administrative headquarters.
  7. Must be able to work within core operating hours (8:00am – 6:00pm), as well as the occasional weekend and holiday.
  8. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
  9. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
  10. Travel required on occasion.

Here are a few qualifications we'd LIKE for you to have.

  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.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@civicfcu.org






PIb2d2e45b0082-25405-35702476

  • Digital Marketing Project Manager

    2 weeks ago

    Raleigh, North Carolina, United States Go Fish Digital Full time

    About the RoleWe are seeking a highly skilled and experienced Digital Marketing Project Manager to join our team at Go Fish Digital. As a key member of our team, you will be responsible for leading and managing digital marketing projects from start to finish, ensuring they are delivered on time, within budget, and to the highest quality standards.Key...

  • Branch Manager

    1 week ago

    Raleigh, United States Rentokil Terminix Full time

    What do our Branch Managers do?Our Branch Managers are responsible for the overall guidance of their branch and are the key contact for implementing change in their area. As part of these responsibilities, the Branch Managers are counted upon to provide a realistic view of areas that impact how our customers are served and our coworkers be developed. They...

  • Branch Manager

    15 hours ago

    Raleigh, North Carolina, United States Hills Machinery Company Full time

    Branch Manager Job DescriptionThis position reports to the Regional Director and is responsible for leading a team of sales and service professionals to achieve maximum success in the heavy construction equipment industry.Key Responsibilities:Lead, mentor, and grow branch personnel to achieve maximum success through team building and development.Manage...

  • Senior Branch Network Management Trainee

    3 weeks ago

    Raleigh, North Carolina, United States WELLS FARGO BANK Full time

    Job DescriptionAbout Wells FargoAt Wells Fargo, we believe that a meaningful career is much more than just a job. It's about finding all of the elements that help you thrive, in one place. Our company culture is built on a foundation of teamwork, integrity, and respect for our customers and each other. We're committed to helping our customers succeed...

  • Branch Manager

    2 days ago

    Raleigh, United States Hills Machinery Company Full time

    This position reports to the Regional Director.The Branch Manager will typically lead one location that generates machine, rental, parts, and service sales in the heavy construction equipment industry. Core Responsibilities: • Lead, mentor and grow branch personnel to achieve maximum success through team building • Manage assigned Field Sales Reps &...

  • Branch Manager

    2 days ago

    Raleigh, United States Liebherr Full time

    The Branch Manager has supervisory responsibility for the local branch day to day operations in conjunction with the General Manager, Retail Operations & Marketing. This position may act as the Service Manager, Parts Manager, or Sales Representative as needed. Responsible for key account sales; supervises, directs and coordinates all activities at the...

  • Branch Director

    16 hours ago

    Raleigh, North Carolina, United States Hills Machinery Company Full time

    Branch Manager Job DescriptionThis position reports to the Regional Director and is responsible for leading a team of sales and service professionals at a Hills Machinery Company branch.Key Responsibilities:Lead, mentor, and grow branch personnel to achieve maximum success through team building and development.Manage assigned Field Sales Reps and Product...

  • Branch Manager for Mortgage Banking

    1 month ago

    Raleigh, North Carolina, United States Wells Fargo Full time

    Position: Mortgage Bank Branch Manager (SAFE)About Us: At Wells Fargo, we prioritize our customers in every aspect of our operations. We are dedicated to fostering a diverse, equitable, and inclusive environment where every employee feels valued and inspired.Role Overview: We are in search of a Mortgage Bank Branch Manager (SAFE) within our Consumer Lending...

  • Mortgage Sales Branch Manager

    2 weeks ago

    Raleigh, North Carolina, United States Paramount Residential Mortgage Group Full time

    OverviewParamount Residential Mortgage Group (PRMG) is a leading mortgage lender that prioritizes the success of its originators. As a Branch Sales Manager, you will be part of a dynamic team that supports and empowers mortgage professionals to achieve their goals. With a strong focus on originator development, our branch managers play a critical role in...

  • Branch Director

    1 week ago

    Raleigh, North Carolina, United States Rentokil Terminix Full time

    Branch Manager RoleAs a Branch Manager at Rentokil Terminix, you will play a pivotal role in driving the success of our branches. Your primary responsibility will be to oversee the overall performance of your branch, ensuring that we deliver exceptional customer experiences and achieve our business objectives.Key Responsibilities:Leadership and Team...

  • Senior Risk Manager

    3 weeks ago

    Raleigh, North Carolina, United States First Citizens Bancshares, Inc. Full time

    This is a hybrid role, with the expectation that time working will regularly take place in a dynamic and fast-paced environment. As a Branch Senior First-Line Risk Manager with First Citizens Bancshares, Inc., you will be responsible for leading risk management efforts and ensuring compliance with regulatory requirements. The role will be located in a major...

  • Branch Sales Manager

    2 weeks ago

    Raleigh, United States Paramount Residential Mortgage Group Full time

    Overview PRMG is Built by Originators for Originators. There is a reason why PRMG is consistently voted one of the best places to work. We focus on the areas that make an Originator successful and have an unmatched Culture. With the focus on Originators, our Branch Sales Managers have a team of experienced professionals that gives the support needed for...

  • Mortgage Bank Branch Manager

    1 week ago

    Raleigh, North Carolina, United States Wells Fargo Full time

    About this RoleWe are seeking a highly skilled Mortgage Bank Branch Manager to lead our team of Mortgage Bank Sales Consultants in serving Wells Fargo enterprise customers. As a key member of our Consumer Lending team, you will be responsible for managing sales activities, ensuring high levels of customer service, and adhering to regulatory requirements.Key...

  • Digital Content Manager

    2 weeks ago

    Raleigh, North Carolina, United States VirtualVocations Full time

    Digital Producer Job Description **Key Responsibilities:** * Collaborate with clients and internal teams to develop project scopes and cost estimates, considering constraints and project objectives. * Ensure clear communication and project management software maintenance, guaranteeing deliverables are complete and stored appropriately. **Required...

  • Digital Platforms Manager

    2 weeks ago

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

    Job Title: Digital Platforms ManagerLocal Government Federal Credit Union is seeking a highly skilled Digital Platforms Manager to lead our Enterprise Applications team in ensuring the smooth operation, optimization, and security of our Salesforce and SharePoint platforms.Key Responsibilities:Define and articulate the vision for digital platforms, and manage...

  • Senior Digital Asset Manager

    2 weeks ago

    Raleigh, North Carolina, United States Omni Inclusive Full time

    • **About the Role**Omni Inclusive is seeking a highly experienced Digital Asset Manager to lead the development and implementation of our Digital Asset Management (DAM) strategy. • **Key Responsibilities**• Develop and maintain a robust DAM system to store, manage, and distribute digital assets across the organization. • Collaborate with...

  • GlobalView Payroll Manager

    4 days ago

    Raleigh, North Carolina, United States ACL Digital Full time

    Job Title: GlobalView Payroll ManagerAbout the Role:We are seeking a highly skilled Senior PM to lead the GlobalView implementations for a multi-country rollout. The ideal candidate will have experience in implementing GV as a PM and fluency in English.Key Responsibilities:Work closely with the client team to deliver successful go-live implementations,...

  • Logistics Branch Leader

    1 month ago

    Raleigh, North Carolina, United States Chadwell Supply Full time

    Position OverviewAre you a proactive, innovative, and dedicated professional? We are expanding and seeking individuals who possess the right attitude to join our team. Become part of a supportive environment where collaboration, hard work, and enjoyment go hand in hand.We take pride in being recognized as a leading employer in our industry.Attractive...

  • Business Analyst, Digital Asset Management

    2 weeks ago

    Raleigh, United States TEKsystems Full time

    Job DescriptionJob DescriptionMust have digital asset management experience; high preference. Able to work through the “chaos” of a digital asset management system and create a cohesive strategy for the team based on a successful roadmap.70% of this job will be updating the product roadmap and user stories; 30% will be dealing with stakeholder...

  • Branch Senior First-Line Risk Manager

    3 weeks ago

    Raleigh, United States First Citizens Bancshares, Inc. Full time

    This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office. This role will be located in Raleigh or Charlotte, NC or Phoenix, AZ. The Branch Senior First - Line Risk Manager in the G Risk Manager, Risk, Senior, Manager, Support, Regulatory, Technology