What are the responsibilities and job description for the Digital Solutions Manager position at Service 1st Federal Credit Union?
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%
Hire, supervise, counsel, train, review, and coach the Member Engagement Supervisor, Member Solution Specialists, and Digital Solutions Specialists. Establish and maintain sales, production, loan growth, services goals, and overall Key Performance Indicators (KPIs) to drive success. Review engagements to ensure quality assurance and identify opportunities to enhance performance and member experience. Monitor operational performance against established objectives, taking proactive steps to address and resolve any gaps or challenges. Develop and implement streamlined processes to align service delivery with the department’s growth and evolving needs.
E
25%
Collaborate with the Member Engagement Supervisor to oversee the activities of the Contact Center. This includes creating and monitoring Key Performance Indicators (KPIs) including but not limited to service level, average wait time, and abandonment.
E
20%
Serve as a digital expert to the Contact Center and Digital Center on all digital products, services, and experiences the credit union offers including digital banking and member engagement technologies, AI-driven services, and digital communication channels. Delivers customized and personal training on these digital services and solutions, partnering with the Training department as needed.
E
15%
Provide support to the Digital Center by interviewing, examining, evaluating, decisioning and processing loan applications as needed. This includes assisting members, potential members, and associates with their requests and ensuring overall quality service is being delivered to members effectively and efficiently.
N
5%
Performs other job-related duties as assigned.
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
Physical Requirements
Work Environment
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.
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