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Navigant Credit Union · 3 weeks ago

Assistant Manager, Digital & Credit Card Services

Lincoln, RI

Full-time

Onsite

Mid Level

3+ years exp

Navigant Credit Union is the largest credit union in Rhode Island, dedicated to improving the financial well-being of its members. The Assistant Manager for Digital & Credit Card Services will lead daily operations, supervise and train staff, and ensure exceptional member experiences aligned with the credit union's mission.

BankingFinancial Services

Responsibilities

Manages, trains, and mentors team members on digital and credit card services, processes, and procedures

Interviews, recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff

Handles Performance Management, including yearly appraisals and engagement responsibilities

Acts as the subject matter expert on digital communications and credit card services and reviews high-risk requests as needed

Collaborates with digital branch leadership to implement process improvements and digital communications utilization, update and create procedures and best practices

Utilizes tact and experience-based knowledge to research and resolve complex member escalations related to digital and credit card services, by explaining specific policies and products while representing the CU in a professional manner and maintaining positive member relations

Performs objective quality evaluations for all digital and card services channels/media

Collaborates with cross-functional teams to introduce new features and enhancements

In the absence of Assistant Digital Branch manager, assists the team with problem resolution and coaching as needed

Performs all other duties as assigned by the AVP, Digital Branch

Qualification

Contact center experienceCoachingTrainingRegulationsAnalytical skillsService orientationOrganizational skillsProblem-solving skillsPresentation skillsPC proficiencyMicrosoft OfficeVerbal communicationWritten communicationInterpersonal communication

Required

High School/GED completion required

Minimum 3 years progressively responsible contact center experience required, preferably in a credit union or financial institution

Minimum 2-3 years coaching, training, or other supervisory experience required

Demonstrated knowledge of laws and regulations impacting the Contact Center and Credit Union function required

Excellent organizational, analytical and problem-solving skills are required

Must have the ability to handle multiple projects/priorities simultaneously with an effective outcome

Must have the ability to deal with highly confidential information

Must possess strong service orientation skills in alignment with the credit union's mission and core values

Excellent verbal, written, telephone and interpersonal communication skills required

Must be PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet

Must have the ability to function in a commercial office environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc

Some travel required

Ability to lift a minimum of 25lbs. e.g. file boxes