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Metro Credit Union · 1 month ago

Universal Service Center - Digital Branch Assistant Manager

Chelsea, MA

Full-time

Hybrid

Mid, Senior Level

$73K/yr - $98K/yr

4+ years exp

Metro Credit Union is the largest state-chartered credit union in Massachusetts, providing a full range of financial products to over 200,000 members. The Digital Branch Assistant Manager will lead a team in delivering exceptional member experiences across various digital channels while driving process improvements and achieving key performance metrics.

BankingFinancial ServicesNon Profit

Responsibilities

Leads and manages a team of Digital Branch and Sales and Service agents handling inbound phone, chat, email, and video banking interactions

Oversees staffing through recruitment, selection, training, and performance management, including coaching, counseling, and recommending promotions or salary changes

Ensure positive service delivery and attainment of department metrics

Handles escalated member issues and supports agents with complex topics such as online banking, account maintenance, lending, and card services

Monitors real-time metrics and agent activity, making adjustments to optimize service levels across all channels

Supports organizational sales and referral goals through team engagement

Optimizes workflows and implement process enhancements to improve efficiency and effectiveness within the Digital Branch channels

Serves as a subject matter expert on Digital Branch operations, providing guidance and support to both agents and leadership

Actively engages with team members, offering real-time support and fostering a collaborative, high-performing environment

Works side by side with Digital Branch staff and provides backup support to daily operations and maintains awareness of frontline challenges

Collaborates with cross-functional teams to align Digital Branch service delivery with broader organizational goals

Reviews agent interactions regularly to identify coaching opportunities and drive continuous improvement

Contributes to team engagement by helping develop and facilitate department activities and initiatives aimed at improving performance and moral

Assists members directly via phone, chat, video, or email when needed

Performs additional duties as assigned by management

Qualification

Customer serviceDigital banking operationsTeam managementVendor relationship managementProject managementCross-departmental collaborationComputer proficiencyOral communicationWritten communicationProblem solvingAttention to detail

Required

Strong knowledge of computers, web browsers, and office software including word processing, spreadsheets, and presentation software

Strong customer service skills

Strong oral and written communication skills

Attention to detail and accuracy of work performed

Ability to problem solve and work independently

Strong team management skills

Preferred

High school diploma or equivalent strongly preferred

Minimum 4 years of related experience in financial services customer service strongly preferred

Previous supervisory/management experience strongly preferred

Experience in vendor relationship management strongly preferred

Experience cross-departmental collaboration strongly preferred

Project Management experience preferred

Benefits

Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays

Sales Incentives; annual retention bonus vesting program

Four weeks paid vacation; 11 paid holidays

401(k) with matching plan & safe harbor plan – allowing every employee to save for retirement. Metro contributes 3% regardless of employee’s contribution

Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Health Savings Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); access to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses

Discounts on Pet Insurance

Strong growth opportunities with development plans and position-related or job-related tuition assistance to help you attain your long-term career goals

Growing, dynamic environment - no day is ever the same and join an exceptional team of co-workers

Exceptional training program (classroom, on-the-job, and mentoring)

Stable and growing organization