What are the responsibilities and job description for the VP, Digital Branch Experience position at Navigant Credit Union?
ABOUT:
People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. 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.
Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.
Those values-and our belief in putting people first-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 consist 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.
Our company prides itself on demonstrating community-based values and 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 a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.
If you believe you'd be a great fit, and are interested in joining our team, submit an application today!
ABOUT THE ROLE
Leads the development, coordination, and execution of the credit union's digital branch experience functions, including digital branch production, digital branch service, centralized member transaction fulfillment and process optimization. Implements industry best practices, technological enhancements and sales and service programs that lead to a best-in-class member experience, while identifying opportunities to maximize production and efficiency. Works directly with executive and senior leadership on developing and executing strategic plan priorities while effectively managing team members, vendors, projects and processes to foster sustainable growth and consistent delivery of key performance metrics within the digital branch function. Serves as a leader through the company's core values, mission and values.
MAJOR RESPONSIBILITIES
- Manages, directs and controls the activities of subordinate staff. Ensures an engaged, trained, motivated and professional staff capable of providing efficient and effective response to credit union members. Interviews, schedules, trains, assign work, establish performance expectations and goals and monitor results, and complete performance reviews. Recommends the discipline and/or discharge of subordinates, while maintaining required personnel documentation. Coaches and guides staff, as necessary.
- Leads the execution of strategies, technological enhancements, and process improvements for the digital branch (multi-channel call center operation, interactive banking kiosk tellers, online/telephone account opening, retail product and service adoption fulfillment) establishing and maintaining production, quality and service standards.
- Develops and implements plans for improving operational efficiencies, departmental functionality and sales production that optimize the member experience.
- Oversees all digital branch service functions, leading efforts to optimize member satisfaction levels for all service interactions, and other organizational KPIs, including but not limited to service levels, abandonment rates, first contact resolution rates, and employee productivity.
- Oversees all digital branch origination functions, leading efforts to optimize all facets of account originations, including but not limited to in-bound telephone account opening, outbound telephone cross-sales efforts, online account opening, and fulfillment/closing of certain in-branch product adoption. Develops action plans and service level standards that maximize production, efficiency, and member satisfaction.
- Collaborates with retail banking and other leadership team members to optimize member utilization of the organization's interactive banking kiosks. Develops and executes plans to increase IBK usage, service levels for IBK interactions, and overall member satisfaction for IBK interactions.
- Collaborates with member experience and other leadership to develop a best-in-class member feedback program, implementing tactics and processes to deliver consistently accurate and timely responses to member complaints and inquiries.
- Works with departmental leadership and other organizational leaders to maximize the utilization of technological programs, apps and services that improve the employee and member experience. Builds a positive work culture that focuses on employee engagement, well-being, and productivity.
- Reviews and prepares performance reports for executive leadership, providing analytical insights and proactive recommendations on improving KPI performance.
- Effectively coaches and manages departmental leadership and vendor partners, ensuring all working relationships lead to a positive working environment for employees and a productive, efficient workplace that achieves organizational goals. Oversees all recruitment, coaching, development and performance management within the digital branch.
- Serves the community as an ambassador of the Navigant brand, acting as a positive role model in our markets and upholding our Core Values and principles in all of your work and community interactions.
QUALIFICATIONS:
Education
Bachelor's Degree in a business-related concentration preferred.
Experience/Skills/Knowledge:
- 8-10 years of progressively increasing call center experience in a customer service environment required. Preference will be given to experience in a financial services industry.
- 5 years of experience in a leadership/supervisory capacity required. Proven ability to coach, lead and manage a diverse group of employees in a fast-paced setting.
- Strong technical skills with specific experience in implementation, management and optimization of CCaaS or UCaaS platform solutions, along with proficiency in Microsoft Office and experience and familiarity with other banking and call center technology applications.
- Excellent service orientation acumen in alignment with the credit union's mission and core values.
- Must have the ability to think strategically and successfully apply tactical plans, handling multiple projects/priorities simultaneously with an effective outcome.
- Excellent verbal, written, telephone and interpersonal communication skills required.
- Excellent organizational, analytical, and problem-solving skills required.
- Demonstrated knowledge of laws and regulations impacting the financial services industry
- Must have the ability to function in a commercial office environment and utilize standard office equipment including but not limited to: copier, telephone, etc. Must have the ability to lift up to of 25lbs. e.g. file boxes
- Must be able to travel when necessary to conduct company business or participate in community-focused events.
