Branch Manager - Digital Branch

Position Summary :

The Digital Branch Manager is responsible for managing sales and operations of the digital branch and ensuring policies and procedures are being followed.

Responsible for delivering an exceptional member experience through our virtual platform while assuring consistency and alignment with all banking products and services.

What you will do :

• Manage the staff of the digital branch which will includes digital service representatives
• Measure member satisfaction and coordinate continuous improvement of digital banking services
• Review and maintain periodic reports to determine robust and actionable insights
• Support risk management reviews of the digital branch functional area
• Self-audit to address known or perceived concerns (e.g., fraud, compliance, cyber-security and technology)
• Assign work and coordinate activity of the department insuring timely, high-quality results.
• Responsible for promoting the sales and service culture through the efficient daily operation of a full service virtual branch, including deposit account opening, lending, product sales, member service
• Supports business development, mortgage banking and consumer lending call center teams with new memberships and account opening
• Support member onboarding process for new accounts
• Maps the member journeys to fully understand the member experience and their friction points to make and / or recommend improvements.
• Monitors product performance and key metrics to identifying areas for improvement, optimization and to improve adoption
• Prepares and presents reports related to operations, technology, service standards and other KPIs compared to best-in-class benchmarks for results.
• Educate members and provide banking solutions utilizing product knowledge, service, intuitive sales, and delivery system knowledge in a digital branch environment.
• Work with fraud, risk, and security personnel to maintain a coordinated defense against digital channel fraud.

What you will need :

• 4-6 years Strong understanding of digital banking platforms, mobile applications, online banking, online account opening technology, and related services and technologies. Preferred
• 4-6 years Proficiency in using product management tools and analytics platforms. Preferred
• 4-6 years Excellent communication skills, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders. Required
• 4-6 years Proven experience in management within the banking or financial services industry Required
• 1-3 years Fiserv DNA system experience Preferred
• 1-3 years Merdianlink system experience Preferred
• 1-3 years Consumer lending experience Preferred
• 1-3 years Ability to analyze user data, app usage metrics, and user feedback to make data-driven design decisions. Required

What you will earn :

• Competitive pay
• Benefits : several medical plan options, dental, free vision, free life and free disability insurance
• 6% matching and immediately vested 401(K) plan
• Generous schedule for paid holidays, vacation and personal time for a healthy work-life balance
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

This is a Non-Collective Bargaining Unit. Telhio is an Equal Opportunity Employer.