Digital Services Manager

Description

Responsible for the supervision and efficient operations of the Digital Services team. This enthusiastic self-starter will lead a team of Digital Services Advocates who are responsible for digital communication channels (chat, SMS and online messaging) and opening new accounts through alternate channels (online, phone and email) ensuring requests are met within service levels and providing the team with the resources needed to meet performance standards. 

This role is critical in driving membership growth and enhancing the digital experience by managing the online account opening platform, improving workflows, and ensuring a high level of service and security throughout the process. The manager will collaborate with various departments, including IT, marketing, compliance, and member services, to continuously improve the process and meet regulatory requirements.

• Responsible for overseeing the credit union’s digital channels, including online account opening, chat, SMS and online banking messaging, ensuring it is seamless, user-friendly, and optimized for both new and existing members.
• Continuously improve and optimize the online account opening platform to meet member needs, reduce abandonment rates, and improve conversion rates.
• Train team to identify opportunities to deepen relationships with new and existing members by offering products and services that complement their current accounts or needs.
• Work with internal teams (IT, operations, marketing) to implement process enhancements and automate manual workflows in the digital communication channels.
• Ensure that members experience a high level of service throughout their digital experience, helping when needed through digital chat support, phone support, or email.
• Collaborate with marketing to develop digital campaigns and strategies to attract new members through online account openings.
• Monitor and analyze member feedback to identify pain points and implement strategies for enhancing the member journey.
• Ensure that all online account opening processes comply with regulatory requirements, including KYC (Know Your Customer), CIP (Customer Identification Program), and other financial regulations.
• Work closely with the compliance and legal teams to ensure all digital forms and processes meet industry standards for data privacy and security.
• Manage risk by ensuring fraud prevention measures are in place, such as identity verification, security protocols, and compliance with anti-money laundering (AML) standards.
• Ensure day-to-day operational functions involving but not limited to, personnel, equipment, and areas within the scope of policies, and procedures are completed accurately and promptly. 
• Track and monitor key performance indicators (KPIs) and member feedback to identify areas of opportunity and plan department activities to improve member satisfaction.
• Responsible for adherence to the Digital Services budget and financial targets
• Manage and/or address complaints and ensure the team is adhering to the company’s “Yes, and” culture.
• Administer performance improvement plans and meet regularly with direct reports to assist with professional development. Coach to help Digital Service Advocates achieve leadership, productivity, service, and behavioral goals.
• Help maintain high department morale through strategic initiatives and activities.
• Presents a helpful and positive attitude, focusing on solutions and promoting a collaborative environment at all times.
• Practices and brings to life with the team our “Yes And… culture.
• Comply with established regulations and law requirements.
• Perform various other duties as assigned.

Requirements

Required Experience 

• Minimum of 3 (three) years of digital banking, online account opening, or related financial services, with at least 2 years in a leadership or managerial role.
• Strong understanding of digital banking platforms and online account opening technologies.
• Must have a working knowledge of Credit Union or financial institution laws, rules, regulations, policies, and procedures. 

Skills, Education and/or Certifications Required

• Associate degree preferred. High School Diploma/GED;
• Familiarity with regulatory requirements, such as KYC, CIP, AML, and data privacy laws.
• Proficient with computer skills –Intermediate Level (Microsoft office programs and phone systems);
• Proven leadership and management skills;
• Exceptional training and coaching skills to motivate employees
• Ability to collaborate with others, identify challenges, initiate ideas and activities, adapt to change, make difficult decisions, and accept challenging assignments;
• Ability to manage multiple tasks/projects and deadlines simultaneously;