Job Description

Full Time - Exempt
Monday through Saturday Availability Required

Role:  
Leads the Contact Center and Digital Center teams to deliver a seamless, member-focused experience while eliminating pain points and ensuring the best possible experience for members and users. Oversee a range of critical functions, including but not limited to, sales, service levels, relationship building, direct lending, high-volume call center (phone) operations, and digital engagements (such as ITM active teller sessions, messaging, chat and video). Collaborates closely with management, departments, and partners to ensure the departments align with organizational goals and drive Digital Center growth and efficiencies in areas such as loan volume, new membership, and account processing. Works closely with the Member Engagement Supervisor to maintain staffing levels and provide end-to-end support for engagement software, digital services, and other related systems to meet desired Key Performance Indicators (KPIs) and enhance operational efficiency. In addition to managing daily operations, the role involves maintaining the department's vision, structure, and ongoing process improvement strategies to support organizational growth.

This position is eligible for a hybrid work from home schedule, as set and approved by the position's manager in accordance with the credit union's Remote Work policy.

Essential Functions & Responsibilities: E

35%

E

25%

E

20%

E

15%

N

5%

Performance Measurements:

1.

Interview, hire, train, and develop the Member Engagement Supervisor, Member Solutions Specialists, and Digital Solution Specialists while motivating and managing a hybrid team to excel in both in-person and remote work environments.

2.

Oversee the Member Engagement Supervisor’s hiring and selection process for Member Engagement Specialist positions. Ensure the Contact Center team excels as a hybrid team in both in-person and remote work environments.

3.

Assist in providing courteous, prompt, professional, and accurate service and support to all members and associates through all engagement channels.

4.

Acquire and maintain a deep understanding of digital platforms, tools, and member engagement technology, including digital banking, AI-driven services, and online communication tools being utilized by the Contact Center, Digital Center, and our members.

5.

Facilitate the successful execution and attainment of the operational budget and growth plan, including budgeted loan growth, KPIs, and expense management.

6.

Access, review, and analyze reports regarding Contact Center & Digital Center KPIs, volume and workflow, staffing, referrals/sales, and engagements. Develops and implements recommendations to maintain or improve service and KPIs as necessary.

7.

Foster an atmosphere of cooperation and collaboration among employees across all departments.

8.

Assist with testing, maintenance, and troubleshooting of digital systems related to the Contact Center, Digital Center, and members.

9.

Keep management, staff and supervisor informed of department activities and employee job performance. Create and manage processes within the departments to streamline operations.

10.

Perform functions relating to loan services which include providing information about the services, interviewing applicants, determining collateral needs and payment plans, reviewing, underwriting, processing, decisioning, and closing loan applications.

11.

Approve loans up to authorized level, prepare all loan documents, schedule appointments, disburse funds, and mail notices following federal and state laws, regulations as well as Credit Union policies.

12.

Answer questions and provide information about first and second mortgages. Assist members with application process to ensure completeness.

13.

Participate in training and professional development activities to acquire and maintain standards established by the credit union. This could include attending conferences, seminars and workshops as directed by management.

14.

Develop and grow the ongoing digital transformations of the Digital Center and Contact Center departments.

15.

Assist with researching and developing solutions that maintain or create department efficiencies.

16.

Manage, coordinate, and recommend purchase of equipment and supplies.

17.

Travel to attend meetings, conferences, seminars, workshops relevant to the role.

18.

Participate in training and professional development activities to acquire and maintain standards established by the credit union. This could include attending conferences, seminars, and workshops as directed by management.

19.

Develop and maintain comprehensive knowledge of all credit union products, account structures and fees. Maintain knowledge of all relevant policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Check Cashing and Holds; Confidentiality; etc

20.

Maintain a current understanding of lending regulations including, but not limited to, Truth in Lending, Fair Lending, RESPA, HMDA, FCRA and the SAFE Act. In addition, maintain eligibility and registrations necessary to underwrite loans.

 

Experience

Three to five years of similar or related experience working in a service, support or technical role related to online banking, mobile banking, web applications or consumer facing technologies at a financial institution or contact center. Must be knowledgeable of financial institution policies and regulations as well as federal and state regulations. Prior experience working as a loan originator or underwriter is required. Prior supervisory experience, project management experience is preferred.

 

Education

A high school education or GED.

 

Interpersonal Skills

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

 

Other Skills

- Requires good organizational skills.
- Candidate must have a passion for digital solutions and be eager and enthusiastic about improving the digital experience for members.
- Requires strong technical and analytical skills.
- Successful candidates must have a working knowledge of credit union systems and services.
- Requires the ability to apply innovative and creative problem-solving techniques to member problems and experiences.
- Requires the ability to successfully influence cross-functional teams without formal authority.
- Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)

 

Physical Requirements

- Involves sitting most of the time. Walking and standing are required occasionally.
- Requires the expression or exchanging of ideas by means of the spoken word to communicate with members using the phone, audio and video.
- Requires the ability to perceive the nature of sounds at normal speaking levels with or without correction, and have the ability to receive detailed information through oral communication, including making fine discriminations in sound.
- Repetitive finger movements to perform typing or otherwise working with paper files and documents.
- Requires close visual acuity to prepare and analyze data and figures; view a computer terminal; read; and assess work quality.

 

Work Environment

- Not substantially exposed to adverse environmental conditions.
- State of Pennsylvania residency required.
- Position is eligible for a hybrid work from home schedule, as set and approved by the positions manager in accordance with the credit union's Remote Work policy. In order to be approved to work from home, a cable modem or fiber internet connection is required which must have minimum service speed of 10M download / 2M upload, with less than 1% packet loss. Internet service and modem are the employee's expense.

Service 1st Federal Credit Union provides equal opportunity without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law in employment and in our business activities.

Job Tags

Full time, Remote job, Work from home, Saturday,

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