Digital Experience Assistant Manager

Role

Responsible for assisting the Digital Experience Manager in the overall management of the branch – may step in for the manager in their absence. The Assistant Manager supports efforts to maximize revenue, sales, member satisfaction, minimizes operational losses, deepens existing relationships and minimizes member attrition. Contributes to the implementation of promotional campaigns and product initiatives at the branch level. Assists manager with input on performance evaluations.

Major Duties and Responsibilities 

• Conduct all member account functions, including teller transactions, processing request for new services, providing counseling and cross selling appropriate products or services to benefit the member and achieve established sales goals. Review all documentation for completeness and accuracy according to the credit union's compliance guidelines.

• The Assistant Manager maximizes efficiency by ensuring phone, chats, ITM, and email services are optimized based on productivity expectations of each agent. Resources are allocated based on channel usage from membership. Agents will be crossed trained to handle various levels of member communication. Use of technology will be refined, monitored, and managed to deliver exceptional member experiences at every interaction. Identify and relay opportunities to manager for efficiencies and workflow improvements.

• Assist manager with staff development to maximize productivity, efficiency, and the potential of the employees, including hiring, coaching, training and assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Assist in scheduling and administrative tasks. Offers input on performance reviews. Assist in interviews and offers recommendations to manager. In the absence of the manager, monitors all branch activities to ensure adherence to established policies and procedures. Ensures all branch transactions are balanced at the close of each day.

• Report and communicate technical issues and problems to the appropriate support department. Communicate issues to the manager, or Branch Operation's manager when the Manager is unavailable. Troubleshoots and resolves escalated member issues/concerns.

• Assists staff or members in researching and solving complex account problems in a timely manner with appropriate follow-up.

• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

• Perform appropriate duties as assigned by management.

Knowledge and Skills

Experience

• Two to five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

• High school degree or GED required.

Interpersonal Skills

• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.