Expected Outcomes
- Service levels, quality standards, and sales goals are achieved by the Digital Member Relationship Specialists through effective leadership, motivation, and empowerment.
- Service and sales performance is achieved through regular monitoring, evaluation, and identification of areas for improvement and recognition.
- Proper staffing levels are achieved through accurate resource scheduling.
- Employees' professional growth and development is elevated through day-to-day direction, coaching, training and development.
- Member experience and profitability is strengthened through the implementation and promotion of service efficiency and quality initiatives and the fostering of a service to sales culture.
- Compliance with BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP) is attained by keeping the Digital Service team and other stakeholders informed and updated on all promotions, products, services, and policies.
Capability Requirements
- Professional well developed written and interpersonal communication skills.
- Associate degree or equivalent relevant professional experience required.
- Minimum of five years' experience in a sales and customer service environment.
- In-depth knowledge of remote services and contact center industry.
- A combination of three to five years' experience in the following areas: Financial Industry, Contact Center, Product Development/Implementation, Process Improvement and Staff Development.
- Ability to lead individuals and teams toward high performance and to collaborate with other managers and trainers to implement changes that will enhance the member experience.
- Basic mathematical skills required, including the ability to perform interest, pay-off, dividend and certificate penalty calculations.
- Basic to intermediate knowledge in Microsoft Excel, Word, Power Point and Outlook.
- Have or able to attain a Nationwide Mortgage Licensing System (NMLS) number.
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
- Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers.The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds.
- Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.
- Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.).
- EEO Statement: At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law.We embrace diversity and believe that inclusion is critical to our success as a credit union.Different makes us better.Employment decisions are made based on qualifications, merit, and business need.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)