Digital Services Manager

First Capital Federal Credit Union; West Manchester Township (York County); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid vacation

Paid holidays

Job summary

First Capital Federal Credit Union in York, PA seeks a Digital Services Manager to lead our digital banking and Contact Center operations. The role oversees the Contact Center and digital channels including mobile, online banking, chat, and online account opening, shaping how members interact with us to ensure a seamless, personalized experience.

This leadership position emphasizes delivering exceptional service as we expand digital products and offerings, with a strong focus on member

Qualifications

• 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.

Responsibilities

• Oversee Contact Center operations.
• Lead digital channels including mobile and online banking, chat, and online account opening.
• Ensure a seamless, intuitive, personalized member experience across digital and contact center interactions.

Skills

Management experience

Online services

Project management

Team leadership

Customer experience

Education

Bachelor's degree preferred

Job description

First Capital Federal Credit Union in York, PA is seeking an 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 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.