Assistant Digital Services Manager

We have an exciting opportunity for an Assistant Digital Services Manager to provide direction, guidance, coaching, and training to our Digital Services team at our HQ location in North Austin! This is a hands-on role where you will manage the daily workflow of the Digital Services team while supporting the day-to-day operations of digital banking products and services that UHCU provides its members. If this sounds like a challenging, exciting opportunity to you, we encourage you to apply today!

At UHCU, you can expect competitive pay including a comprehensive and generous benefits and PTO package. Our Digital Services team is located at our HQ building in North Austin by the 183/Oak Knoll exit (Riata Trace) and offers amenities such as a fitness center, yoga room, free breakfast or lunch on Thursdays (e.g., FOOD TRUCKS!!), outdoor dining area and café with a micro market.

What you will do:

Under the direction of the Digital Operations & Services Manager, the Assistant Digital Services Manager is responsible for supervising and mentoring staff while overseeing and supporting online banking services such as remote deposits, online account opening, card disputes, and acting as an escalated point of contact for the call queue.

You will also work in conjunction with the Digital Operations & Services Manager to identify, develop, and implement new processes and process improvements for the Digital Services team and UHCU to support a culture of innovation and change.

Management Responsibilities

• Assist the Digital Operations & Services Manager to ensure staff has appropriate resources to complete job functions with effectiveness and efficiency and identify team needs through regular and consistent feedback.

Online Account Opening

• Identify areas of concern or risk to the Credit Union or potentially fraudulent activity related to new account establishment attempts, opening QARs when necessary.
• Monitor the Digital Services staff as they review incoming applications and serve as the first point of contact for internal calls related to new account applications submitted online.
• Create and maintain reports for online account opening and provide regular feedback to management regarding volume and trends.

Remote Deposit

• Lead Beta testing efforts and report feedback to appropriate teams for remote deposit and online account opening related items.
• Supervise the review of member accounts for check hold releases or extensions, based on assigned limits.

Operations & Compliance Support

• Provide monthly statistical reports related to digital product usage to analyze data and provide feedback on strategic initiatives.
• Assist in the design and implementation of departmental procedures, ensuring that appropriate resources and job aids are created and maintained.
• Resolve issues and cases promptly while complying with regulations and procedures, including documentation, record-keeping, and process accountability.
• Identify and report any digital product or service concerns arising from staff/member interactions to ensure quality assurance.

Debit Card and ATM Servicing

• Monitor Credit Union card activity and trends, Falcon Reports, CAMS alerts, PULSE alerts, Verifin alerts, and other tools related to fraud prevention and take appropriate action in the event of a compromise.
• Review and balance settlement/NSF reports related to ATM/Debit card transactions, settlements, income, and expense.

Digital Imaging & Channels

• Serve as a department subject matter expert for digital channel products, processes and document retention through Synergy or other related document imaging software.
• Supervise the testing of document imaging software upgrades and enhancements, when applicable.

What you will need to succeed:

• The ability to successfully operate in a fast-paced environment with strong time management skills.
• Excellent organization and prioritization skills, with the ability to manage multiple projects and department initiatives.
• Demonstrated experience balancing daily operational tasks while providing support and guidance in a team setting.
• Excellent verbal and written communication skills.
• Ability to manage escalated member concerns, communicate effectively, and provide resolutions on a day-to-day basis.
• Demonstrated ATM/debit card operations, plastic card and electronic payments experience.
• Knowledge of complex decision-making and coaching related to check hold determinations.

Here is what you will bring to our Digital Services Team:

• Bachelor's degree in Business, Finance, Information Technology, or other related field.

• Minimum 3 years of demonstrated financial services experience with past roles showing a progression of increasing responsibilities related to online, mobile and voice banking, eSignature, online account opening, document imaging and retention.
• Minimum 2 years of supervisory/leadership experience with progressive responsibilities to include coaching, mentoring, developing and motivating staff.
• Proficient understanding of Microsoft Excel, Word, PowerPoint, and Outlook with strong technical and computer skills.
• Demonstrated experience monitoring, analyzing and measuring key digital banking metrics, including but not limited to product usage, transaction history and potential fraud attempts.

About United Heritage Credit Union:

The Credit Union was established in 1957 as an Austin-based credit union, and over 65 years later we continue to serve communities in Central Texas, Austin and Tyler communities, as well as those that live in the rest of Texas through TXCC membership. Through innovative technology, exemplary service standards and competitive products, United Heritage continues to be a strong force in the credit union industry. UHCU has over $1.5 billion in assets, more than 77,000 members, 10 branch locations, and approximately 260 employees. We are a full-service financial institution whose vision is "To be your primary financial institution." Being part of our credit union means being part of our community.

UHCU Offers:

• Competitive Benefits Package
• 401(k) options (Pre-Tax and/or Roth)
• Generous paid time off (PTO)
• Education Reimbursement Program
• Opportunity to Advance!

Important Note: We take hiring very seriously. Interviewing at UHCU may include phone interviews, as well as 1st & 2nd round interviews. We are unable to follow-up with each and every applicant, but we do our best to run a thorough process for candidates whom we identify as a potential fit. We will be sure to contact you if that is the case