Digital Branch Manager

Join our team as a Digital Branch Manager and lead the digital member experience for our credit union! In this role, you'll oversee our Digital Branch and Member Contact Center-driving service excellence, operational performance, and team success across online banking, mobile banking, digital onboarding, online lending, card services, and more.

Key Responsibilities

• Lead, coach, and develop Digital Branch & Contact Center staff.

• Monitor call queues and member communication channels to ensure timely, exceptional service.

• Resolve escalated member issues with sound judgment and professionalism.

• Drive digital sales performance and support cross-selling initiatives.

• Oversee online account opening, consumer loan origination/processing, and digital transactions.

• Ensure compliance with all policies, procedures, and regulations.

• Support technology rollouts and foster a strong service/sales culture.

Qualifications

• Bachelor's degree or equivalent experience.

• 3 years banking/financial services experience.

• 3 years of member/customer service experience.

• 1 year consumer lending experience.

• 1 year supervisory experience.

• Call Center experience preferred.

• Must obtain financial counseling certification within 12 months.

What We're Looking For

A strong, positive leader who thrives in a digital environment, excels at problem solving, communicates clearly, and is passionate about delivering exceptional member experiences.