First Entertainment Credit Union is looking for a Digital Member Experience Center Manager who will be responsible for overseeing the entire Digital Member Experience Center team, driving the day-to-day operations, and ensuring the delivery of exceptional service to members. This role will partner with the Director, Member Experience Center to develop and execute strategies to improve member satisfaction. As the Digital Member Experience Center Manager, your primary focus will be on managing platforms such as our Message Center, Glia Chats, digital phone and video appointments, and knowledge base articles.
The Digital Member Experience Center Manager will collaborate with other stakeholders in the conception and implementation of the training programs that will support the team members skills, knowledge, and performance around our Digital communication channels. Their participation in the Quality Assurance program will also be vital to the success and quality of how we communicate to our members and their experience.
This is a full-time, hybrid opportunity reporting to the Director, Member Experience Centerand is based in Hollywood, CA. The targeted minimum and maximum salary range for this position is $72,000 and $95,000 in California.
Responsibilities
• Supervise the day-to-day digital member experience operations and ensure timely and accurate responses and exceptional member service.
• Monitor digital phone & video appointments to enhance member engagement and satisfaction.
• Provide guidance and mentorship to the digital service team, fostering continuous improvement and excellence in member interactions.
• Manage knowledge base articles, Glia goals and Message Center templets to ensure accuracy and relevance.
• Monitor staff performance in daily tasks, risk management, and quality control measures to uphold service standards.
• Stay informed about industry trends and digital advancements, making recommendations for upgrades or improvements.
• Assist in training staff on departmental procedures and policies related to digital services.
• Provide guidance on complex or escalated member issues to ensure effective resolution.
• Develop and implement strategies to improve member satisfaction across all communication channels.
• Conduct audits and evaluations of member interactions to identify areas for improvement.
• Collaborate on cross-functional projects and initiatives to drive credit union goals and member satisfaction.
• Analyze performance data to identify trends and make recommendations for improvement.
• Act as a liaison between the Digital Member Experience Center and other departments to ensure effective communication and alignment.
• Ensure compliance with credit union policies, procedures, and regulations.
• Act as a backup during the absence of department leadership, making hiring and employee status recommendations.
• Perform other duties or tasks as assigned.
At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First Ownership Integrity Innovation Inclusivity One Team], and we expect you to uphold them.
Requirements
• High school graduate, two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.
• Five (5) or more years work related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least 3 years prior manager experience.
• Proven success at goal achievement, leadership skills, and applied experience. Knowledge of digital banking platforms and technologies, such as Glia chat, Alkami Teams and SharePoint.
• In-depth knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
• Thorough knowledge of regulations applicable to essential responsibilities. Ability to read, speak and write clearly to convey information effectively.
• Effective communication skills across all levels of audience.
• Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Episys).