Assistant Manager, Digital

ABOUT THE ROLE:

Under general supervision, but following established policies and procedures, provides leadership and direction to daily Digital Branch operations; supervises, trains and ensures that the digital and credit card services team provides exceptional, value-added member experiences, aligned with the credit unions core values and mission statement; ensures that sales and service standards and goals are communicated, met and monitored; monitors member calls for quality assurance and team development; responds to questions and/or provides information from employees and members; processes requests/transaction as appropriate; assists members and potential members in understanding and utilizing credit union products and services.

WHAT YOU WILL DO:

• Manages, trains, and mentors team members on digital and credit card services, processes, and procedures. Interviews, recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff. Handles Performance Management, including yearly appraisals and engagement responsibilities.
• Acts as the subject matter expert on digital communications and credit card services and reviews high-risk requests as needed
• Collaborates with digital branch leadership to implement process improvements and digital communications utilization, update and create procedures and best practices.
• Utilizes tact and experience-based knowledge to research and resolve complex member escalations related to digital and credit card services, by explaining specific policies and products while representing the CU in a professional manner and maintaining positive member relations.
• Performs objective quality evaluations for all digital and card services channels/media
• Collaborates with cross-functional teams to introduce new features and enhancements.
• In the absence of Assistant Digital Branch manager, assists the team with problem resolution and coaching as needed.
• Performs all other duties as assigned by the AVP, Digital Branch.

QUALIFICATIONS:

Education

High School/GED completion required.

Experience /Skills/Knowledge :

• Minimum 3 years progressively responsible contact center experience required, preferably in a credit union or financial institution

• Minimum 2-3 years coaching, training, or other supervisory experience required

• Demonstrated knowledge of laws and regulations impacting the Contact Center and Credit Union function required.

• Excellent organizational, analytical and problem-solving skills are required.
• Ability to conduct presentations and training programs preferred.
• Must have the ability to handle multiple projects/priorities simultaneously with an effective outcome.
• Must have the ability to deal with highly confidential information.
• Must possess strong service orientation skills in alignment with the credit union's mission and core values.
• Excellent verbal, written, telephone and interpersonal communication skills required.
• Must be PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet.
• Must have the ability to function in a commercial office environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Some travel required. Ability to lift a minimum of 25lbs. e.g. file boxes

ABOUT:

People helping people is what makes Navigant Credit Union truly special. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

At $4 billion in assets, Navigant Credit Union is the largest credit union in Rhode Island and third largest in New England. Our success is founded upon our community-based values and our belief in putting people first. These are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News .

Our Core Values of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.

Navigant Credit Union prides itself on investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including robust medical and dental plans, vision benefits, 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and more.

If you believe you'd be a great fit, and are interested in joining our team, check out our open positions and apply today