AVP of Digital Services

First Capital Federal Credit Union; York (York County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) retirement plan with company  +

Paid time off

11 Holidays and 1 Birthday Holiday

Pension plan

Professional development

Job summary

First Capital Federal Credit Union in York, PA seeks an AVP of Digital Services to lead digital banking and the Contact Center operations, shaping how members interact with online and mobile channels. The ideal candidate will oversee the Contact Center and digital platforms, drive seamless, personalized member experiences, and lead cross-functional teams to deliver initiatives on time and within scope.

This leadership role offers a competitive salary, comprehensive benefits, and opportunities

Qualifications

• 3+ years of management experience in contact centers or customer service.
• 3+ years of online banking or online services experience.
• Ability to manage multiple projects and meet deadlines.
• Strong team leadership and organizational skills.
• Excellent written and verbal communication to senior leadership.
• Familiarity with ACH, ATM, debit and credit card networks is a plus.

Responsibilities

• Oversee Contact Center operations and digital channels.
• Lead digital banking initiatives including mobile and online platforms.
• Drive seamless and personalized member experiences.

Skills

Team leadership

Project management

Customer service

Communication

Financial services

Education

Bachelor's degree preferred

Tools

CRM software

Online banking platforms

Contact Center technology

Job description

First Capital Federal Credit Union in York, PA is seeking an AVP of Digital Services to lead and promote our digital banking and Contact Center operations.

In this key leadership role, the ideal candidate will oversee our Contact Center and full suite of digital channels, including mobile and online banking, chat, online account opening, online loan applications, and emerging digital products. The AVP of Digital Services will play a critical role in shaping how our members interact with the Credit Union, ensuring every member experience is seamless, intuitive, personalized, and aligned with our commitment to exceptional service. Join us in shaping the future of our members online and Contact Center experience.

We offer a very competitive salary and benefits package including medical, dental, vision, and 401k benefits, including paid vacation and paid holidays.

Specifications

• A combination of education and experience is acceptable, college degree preferred.
• Minimum 3 years of management experience with Contact Centers or Customer Service.
• Minimum 3 years of experience in online services.
• Ability to effectively manage and complete multiple projects, meet production goals, and deadlines.
• Ability to lead and manage a team in achieving organizational goals
• Highly organized, self-motivated, customer experience focused and able to proactively work independently as well as within a team.
• Knowledge of key payment systems including ACH, ATM, crypto, debit and credit cards is a plus.
• Ability to communicate and present effectively to all levels of the organization, including Senior Management
• Demonstrate the ability to prioritize work assignments and handle multiple priorities.

Credit Union Benefits

• Health, Dental, and Vision Coverage
• Paid time off
• 11 Holidays and 1 Birthday Holiday
• 401(k) retirement plan with up to 4% company match
• Pension plan
• A supportive, team-focused work environment
• Opportunities for professional development and career growth