Head of Digital Banking & Member Experience

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 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