Digital Branch Assistant Manager

Member Service Center Digital Branch Team Leader

Location : Lathrup Village, MI 48076

This is an onsite position. The schedule is either 8am-5pm or 9am-6pm Monday-Friday with flexibility as weekend / holiday coverage may be needed.

Responsibilities

Job Summary : Is responsible for the guidance of the Member Service Center Digital Branch team. This will involve a variety of member service delivery activities that collectively represent the public relations and brand image of the Credit Union and maximizes our members' experiences. This position requires the ability to properly staff, schedule, train, and develop service delivery team members who can deal effectively and efficiently with members utilizing all methods of communication.

• Works closely with the Digital Branch Manager to identify and develop key metrics and coach team to meet and exceed expectations.
• Works with the Digital Branch Manager, Quality Manager, Member Service Manager, and Assistant Vice President, Member Service Center to ensure the Digital Branch team meets and exceeds the Service Excellence standards. Reward and recognize individual top performers. Identify opportunities for improvement and coach team members accordingly to improve results.
• Works directly with 365Live Leaders to ensure all tasks are handled, per expectations, during non-peak hours.
• Work directly with our Branch Support team and branches to ensure all digital request our completed in an efficient and timely manner, and according to set expectations.
• Work directly with our Risk Management team in identifying and reporting irregularities to mitigate against potential fraud.
• Work with the Digital Branch Manager, Assistant Vice President, Member Service Center, Risk Management, and Technical Support to update digital channels to mitigate potential fraud.
• Respond to all digital channel survey responses and provide feedback to stakeholders to help improve the efficiency and member experience of our digital channels.
• Ensure all Digital Branch team members are trained in tasks skills and sales and service delivery methodology and philosophy.
• Ensures the development of Digital Branch team processes and procedures and the reporting procedures for tracking compliance. Ensures a continuous program of education, training and development is ongoing at all times, to maintain knowledgeable staff and the highest level of competent service delivery to members.
• Analyzes operations to identify areas for improvement and works with the Digital Branch Manager and Assistant Vice President, Member Service Center to implement changes to maximize efficiencies.
• Ensure all applications submitted digitally are reviewed and approved.
• Review all A2A origination returns and mitigate any potential loss to the credit union.
• Work with the Digital Branch Manager to develop team standards, metrics, and goals that are acceptable for both internal and external expectations. Review, track, and coach to Digital Branch team metrics and goals.
• Responsible for scheduling, training and developing staff who can deal effectively and efficiently with members through all communication channels.
• Responsible for creating a motivational and engaging work environment that allows for a clear focus on a growth mindset and achieving excellence.
• Responsible for de-escalating member situations and reporting material situations appropriately.
• Becomes / is an advocate of the Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our "ISMs" in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member's Experience Counts) in day-to-day responsibilities when communicating with members only.

Leadership Responsibilities : Directs a variety of team members, as business dictates in the Member Service Center area; specifically the Digital Branch team. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members and addressing concerns and resolving problems. Demonstrates a commitment to our "Leadership Code of Conduct."

Support the Member Service Center leadership task as directed, and provide leadership to the Member Service Representatives as needed; including working holidays, and supporting other shifts when the need arises.

Qualifications

Qualifications / Requirements :

Who We Are

Michigan First Credit Union was founded more than 90 years ago by educators and delivers world-class service to more than 160,000+ members at our branches throughout the State of Michigan, and we're still growing! We offer financial solutions for every life stage and seek to positively transform our members' lives through personalized service that meets their unique needs.

Simply put, Michigan First Credit Union's sole mission is to provide the highest quality member experience. Working here, you'll get to participate in a strong culture, centered around service, professionalism, and growth.

Michigan First highlights :

Awards Michigan First Credit Union has been the proud recipient of :

Benefits and perks of joining our award-winning team include :