Digital Banking & Customer Experience Leader

First Capital Federal Credit Union; York (York County); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) plan with matching

Job summary

First Capital Federal Credit Union in York, PA is seeking a Digital Services Manager 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 Digital Services Manager will play a critical role in shaping how our members interact with the

Qualifications

• 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.

Responsibilities

• Lead and promote digital banking and Contact Center operations.
• Oversee Contact Center and full suite of digital channels, including mobile and online banking, chat, and online account opening.
• Shape member interactions to be seamless, intuitive, and personalized.
• Drive a best-in-class member experience and service quality across channels.

Skills

Team leadership

Project management

Digital channels

Customer experience

Communication

Prioritization

Multi-tasking

Payment systems knowledge

Senior stakeholder communication

Education

Bachelor's degree preferred

Job description

First Capital Federal Credit Union in York, PA is seeking a Digital Services Manager 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 Digital Services Manager will play a critical role in shaping how our members interact with the