Digital Service Center Supervisor
Outstanding opportunity due to growth to join a progressive and dynamic financial institution in Jacksonville! Known as a great place to work and very well respected in the community. JOB SUMMARY: The Digital Service Support Supervisor will manage the Digital Services Support team within the Call Center. The Supervisor will be responsible for driving the development, adoption and member experience of digital member self-service and communication channels to enhance convenience and desirability to the organization. The Digital channels include Internet Banking, Mobile Banking, Bill Pay, ACH funds movement services, SMS text banking, email, phone, video conferencing, and social media.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support efforts to simplify and enhance the customer experience. Build out integrated experiences across digital channels to create messaging initiatives and to develop business use justifications to improve the customer experience. Define digital channel specifications, establish milestones, and manage quality assurance activities for a cross-functional team. Define success metrics for new projects and track performance for existing products to ensure the team is moving towards defined goals. Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems. Manage social media engagement Enhance live agent messaging experience based on key findings, industry research, usability testing and member feedback. Manage up to 20+ individual contributors by coaching, training, mentoring, documenting performance and providing effective performance management feedback
REQUIRED QUALIFICATIONS Extensive operational and systems knowledge of Customer Service and Lending processes and the systems associated with these functions Effective communication skills including excellent oral and written skills Ability to effectively identify and articulate strategies, issues, root cause analysis, and preventative measures to senior leaders. Strategic thinker to research and resolve issues members experience with digital services Extensive knowledge of emerging digital trends and technologies Project management skills Ability to manage multiple projects while managing efforts across multiple functional areas Technically knowledge; understands software/web/app technologies Strong analytical approach to presenting recommendations and making decisions Maintains solid understanding of risk mitigation and compliance relative to electronic services / transactions. Ability to work and effectively execute in a fast-paced environment Proficient in all Microsoft Office programs and Call Center including Verint, Report Retriever, CentreVue, CUNA web Tool, and other systems as needed Perform additional duties as assigned 3 or more years in a financial institution call center
EDUCATION REQUIREMENTS Bachelor's degree preferred - an Associate's degree is required – Associates degree may be substituted for 4 years of experience with direct member or customer contact in a call center or financial institution