Assistant Manager, eSupport - First Technology Federal Credit Union

Description

• Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
• Coach employees to determine necessary actions to meet eSupport targets
• Work with Manager to establish and meet standards of performance for eSupport operation
• Effectively use statistics and reports to analyze and determine necessary actions to identify gaps in the business and take action to resolve
• Respond to more complex and escalated inbound digital member inquiries including bill pay, mobile banking, Quicken, and eDeposit, resolving issues as required
• Partner with IT in supporting day to day digital member issues
• Develop and deliver team resource training/materials to increase knowledge and efficiencies
• Track and report key performance measurements for the team to leadership
• Ensure compliance with audit policies and procedures related to eSupport
• Manage eSupport operations expenses within budget parameters, proposing budget variances as appropriate

• Minimum Education: Bachelor’s degree is preferred
• Minimum 4 years’ experience in supporting and overseeing digital platforms, including at least 3 years in the financial services industry
• Some experience successfully mentoring, coaching and/or developing others
• Ability to anticipate needs and prioritize projects in a fast-paced environment with tight deadlines and high-volume peaks while producing high-quality work
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Excellent listening skills with ability to ask probing questions to determine member needs and overcome objections; excellent attention to detail
• Demonstrated ability to establish credibility and rapport with internal and external stakeholders
• Proficiency with online messaging systems
• Familiarity with web applications and financial and banking solutions
• Working knowledge of Microsoft Office Suite
• Certification/License: N/A

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)