Digital Branch Manager
2 weeks ago
Job Grade: 12
primary functions:
Manage the day-to-day functions of the Digital Department. Oversee the digital lending and membership team as well as consumer loan portfolio and membership growth. Responsible for proactively leading, implementing, and developing sales and service efforts while creating a positive online member experience. Responsible for ensuring that credit union Policies, Procedures and Practices best serve the interests of our members, while protecting and preserving the assets of the credit union. Develop innovative ways to grow the loan and membership portfolio through enhanced efficiencies and product promotion.
responsibilities:
- Lead, support, and implement strategy to ensure a high-quality collaborative sales and service culture. Serve as a mentor for direct reports to aid them in their efforts to develop and grow their sales skills.
- Ensure digital branch team provides exceptional member service. Monitor service levels and survey scores and provide member service coaching as needed.
- Monitor daily digital branch activity to include loan production and quality, onboarding of new accounts, cross-selling to both new and existing members. Ensure cross-selling of all ancillary loan products including GAP, Warranty and Credit Life and Credit Disability products.
- Work closely with Member Experience Team to ensure loan and deposit queues are managed efficiently and members/potential members are served promptly.
- Assist credit union management in preparation of special reports and recommend necessary changes in policies and procedures.
- Maintain thorough knowledge of all lending products, guidelines, and policies with proven ability to effectively underwrite loans.
- Maintain thorough knowledge of all membership policies and products.
- Conduct monthly coaching sessions, performance reviews and deliver disciplinary actions when required.
- Generate and encourage engagement levels through recognition programs and individual recognition preferences.
- Support and exemplify Skyla Core Values daily.
- Look for improvement opportunities and cost efficiencies.
- Resolve member issues prior to escalation and communicate any unresolved digital branch issues, personnel problems, system outages, process deficiencies and operational concerns to management
- Assist with all loan related projects, including product selection, testing and implementations.
- Comply with all Federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
- Perform job duties in accordance with the Credit Union's values, mission and vision
- Perform all other duties as assigned.
- Proven ability to lead and build a sales culture
- College degree or equivalent experience in related field
- Four years consumer lending experience & management experience
- Self-starter who is driven to exceed goals on consistent basis
- Ability to travel up to 25% of the time
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