Digital Service Team Lead: Elevate Member Experience

Connecticut's Credit Unions; Stratford, Northern (CT, KY); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Paid time off

Medical/dental insurance

401K plan with company match

Tuition reimbursement

Job summary

Sikorsky Credit Union, a leading Connecticut-based financial cooperative, seeks a Digital Service Team Lead to oversee member onboarding and deposit accounts while guiding a team of Digital Service Representatives.

The role emphasizes high-quality service delivery, coaching, and regulatory compliance. You’ll mentor staff, resolve complex inquiries, and drive improvements in member experience and workflow.

Qualifications

• 3 years of customer service experience required, with at least one year in production (loan processing, branch or call center) preferred.
• Excellent communication, interpersonal, customer service, analytical and organizational skills with keen attention to detail.
• Supervisory experience a plus.

Responsibilities

• Originates, processes, and funds new membership and deposit account requests in accordance with policies; coordinates receipt of documents.
• Exhibits exceptional verbal and written communication to ensure professional member interactions.
• Accurately processes transactions for members and researches inquiries per guidelines.
• Monitors daily operations to meet targets for response time, issue resolution, and customer satisfaction.
• Motivates and coaches the team to identify opportunities for product and service improvements including loans.
• Acts as escalation point for complex/multiple inquiries ensuring timely resolutions.
• Resolves member complaints with creative problem solving when needed.
• Provides feedback to improve team members’ product knowledge and customer service skills.
• Monitors performance, volumes, and workflow efficiency; reports recurring issues for policy changes.
• Uses online banking education to assist members and promote CU products.

Skills

Customer service

Communication

Problem solving

Team leadership

Attention to detail

Education

High school diploma or equivalent

Some college coursework in business

Tools

Microsoft Office

Job description

Sikorsky Credit Union, a leading Connecticut-based financial cooperative, seeks a Digital Service Team Lead to oversee member onboarding and deposit accounts while guiding a team of Digital Service Representatives.

The role emphasizes high-quality service delivery, coaching, and regulatory compliance. You’ll mentor staff, resolve complex inquiries, and drive improvements in member experience and workflow.