Digital Service Team Lead: Member Experience & Coaching

Sikorsky Credit Union; Stratford (CT); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid time off

Medical and dental insurance

401(k) with company match

Tuition reimbursement

Job summary

Sikorsky Credit Union in Stratford, CT, seeks a Digital Service Team Lead to supervise a team of Digital Service Representatives and handle new membership and deposit applications. You will monitor performance, coach staff, ensure compliance, and resolve complex member issues with a focus on service quality.

Responsibilities include processing applications, guiding the team on banking products, improving processes, and promoting member satisfaction while upholding credit union policies and

Qualifications

• High school diploma or equivalent required; some college coursework preferred.
• Minimum of 3 years of customer service experience; at least one year in a production environment (loan processing, branch or call center) preferred.
• Knowledge of banking products and regulatory compliance requirements.
• Excellent communication, interpersonal, customer service, analytical and organizational skills with keen attention to detail.
• Supervisory experience a plus.
• Must obtain within 90 days and maintain a State of CT Producer License (Credit Insurance).

Responsibilities

• Originates, processes, and funds new membership and deposit account requests per department policies; collects required documents.
• Communicates professionally with members to ensure positive experiences.
• Processes transactions accurately and responds to member inquiries.
• Monitors daily operations to meet performance targets for response time, issue resolution, and customer satisfaction.
• Mentors and trains team members; identifies opportunities for product and service expansion.
• Acts as escalation point for complex inquiries; resolves issues with creative problem solving.
• Provides feedback to enhance product knowledge and service skills; monitors team performance.
• Identifies workflow efficiencies and assists with online banking and mobile banking support.

Skills

Customer service

Communication

Interpersonal skills

Analytical skills

Organizational skills

Supervisory experience

Microsoft Office

Education

High school diploma or equivalent

Some college coursework in business-related discipline

State CT Producer License (Credit Insurance)

Tools

Microsoft Office

Job description

Sikorsky Credit Union in Stratford, CT, seeks a Digital Service Team Lead to supervise a team of Digital Service Representatives and handle new membership and deposit applications. You will monitor performance, coach staff, ensure compliance, and resolve complex member issues with a focus on service quality.

Responsibilities include processing applications, guiding the team on banking products, improving processes, and promoting member satisfaction while upholding credit union policies and