Digital Member Services Lead- On-site

ABNB Federal Credit Union is dedicated to being the best place you will ever work, starting with our comprehensive employee benefits package, which features affordable medical, dental, and vision plans to support your well-being and future growth in addition to:

• Paid time off that begins accruing on your first day
• Enjoy 11 paid federal holidays each year, giving you more time to relax and recharge
• 401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
• Company-paid short-term, long-term disability, and employee life and AD&D coverage
• A tuition reimbursement benefit which reflects our investment in your future
• Competitive pay along with opportunities for annual raises and promotions
• Paid community involvement opportunities offer rewarding chances to network, make a positive impact, and get involved in meaningful local initiatives
• A supportive environment which fosters an employee-centric in which workplace where growth and member relationships are prioritized

Job Overview:

The Digital Member Services Lead will act in the capacity of Digital Member Services subject matter expert for all digital channels, including but not limited to: online banking message center, online account opening, chat, e-mail, faxes, both inbound and outbound phone calls, etc. Effectively resolves escalations, helps ensure policies and procedures are followed, proactively collaborates with leaders and other staff in identifying and implementing efficiencies that improve the member experience. Approved for system override authorizations and acts in the capacity of a supervisor when needed. Provides Digital Member Services Specialists with support, to include peer coaching and new hire department training and mentoring. Assists in bringing out the best in team performance to maximize the member experience. Provides feedback to assist with annual reviews.

Major Responsibilities:

• Performs daily operational responsibilities within the department, including providing assistance for any channels: live chats, chat bot, online account opening, message center, etc. Effectively practices first touch resolution in researching, processing, resolving, and responding to requests. Utilizes policies and procedures, resources, and product guides and provides feedback for maintaining updates.
• Provides accurate and timely resolutions to all inquiries. Identifies financial service needs and educates members on the best recommended options and solutions to meet financial objectives and goals. Ability to work independently and complete assigned responsibilities with minimum supervision. Resolves problems and provides resolutions that are within established policies, procedures, and authority level; makes reasoned recommendations for solutions that are beyond their authority to department management.
• Supports specialists’ development, performs new hire on-the- job training, mentoring, and coaching, etc. Assists with members to de-escalate and resolve problems. Acts as a subject matter expert in department procedures and member products and services. Proactively collaborates with department leadership and the training department to help ensure a cohesive new hire onboarding experience. Makes sound reasoned decisions when authorizing supervisor level system overrides and approvals.
• Meets all member expectations as well as assigned quality and productivity goals. Assists in monitoring metrics to ensure departmental standards/targets are achieved.
• Proactively looks for ways to solve and improve processes, reporting any inefficiencies for improved member experience. Collaborates with other support departments and or 3rd party vendors, developing constructive cooperative relationships.
• Assists with work orders, department tasks, and the front desk as needed.
• Performs other job-related duties as assigned.

Position Requirements:

• Experience: One year to three years of similar or related experience
• Education: A high school education or GED
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Other Skills: 1. Proficient in typing and possess a broad knowledge of departmental operations, policies, and procedures. 2. Possess interpersonal skills to communicate effectively with members and employees both in person and over the telephone. 3. General knowledge of computer equipment and related software. Experience with Microsoft suite. Ability to effectively troubleshoot computer related issues.
• Physical Requirements: Physical qualifications include sitting at a computer for extended periods of time and wearing a headset; and being able to lift/carry up to 15 pounds.
• Work Environment: Office and Remote Work

EOE/M/F/DISABILITY/VET

Human Resources will only contact qualified candidates upon receipt and review of your resume. No phone calls please.