Sikorsky Credit Union · 1 month ago
Digital Service Team Lead
Stratford, CT, US
Full-time
Onsite
Mid, Senior Level
3+ years expSikorsky Credit Union is one of the largest credit unions in Connecticut, dedicated to helping people achieve their financial goals. The Digital Service Team Lead plays a crucial role in providing member support and leading a team of Digital Service Representatives to ensure high-quality service delivery and continuous improvement in member satisfaction.
BankingCreditFinancial Services
Responsibilities
Originates, processes, and funds new membership and deposit account requests in accordance with department policies and procedures. Coordinates receipt of all necessary application documentation from both existing and prospective members during the account opening process
Exhibits exceptional and professional verbal and written communication skills to ensure that all member interactions are handled with professionalism, empathy, and a focus on creating positive experiences
Accurately processes transactions for members. Researches member inquiries according to departmental guidelines and procedures to ensure a comprehensive response is provided
Monitors daily operations, ensuring that team performance aligns with set targets for response time, issue resolution, and customer satisfaction
Motivates and works with the team to recognize opportunities for product and service opportunities including consumer loans, home loans, etc
Acts as a point of escalation for complex or high-priority member inquiries, ensuring timely and effective resolutions
Resolves member complaints or issues that are escalated by team members, finding solutions to problems that may require creative or non-standard approaches
Provides feedback to improve team members’ product knowledge, customer service skills, and problem-solving abilities
Monitors team performance, including handling volumes, response times, and issue resolution rates
Provides feedback to management regarding any recurring member issues or challenges that require attention or possible changes in procedures or policies
Actively identifies opportunities to streamline processes, improve workflow, and reduce inefficiencies within the team
Utilizes in-depth knowledge to assist members with online banking/bill pay processes, mobile banking and to ensure complex issues related to online issues are resolved
Utilizes technology to educate members on Credit Union products and solutions based on the member’s specific needs
Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management and vendors. Demonstrates the credit union’s core values of Service, Teamwork, Integrity and Responsibility
Keeps abreast of industry developments including, but not limited to changes in regulations and technology
Ensures adherence to company policies and procedures and banking/credit union regulations
Performs additional duties as required
Qualification
Required
High school diploma or equivalent
Minimum of 3 years of customer service experience
Knowledge of state and federal regulatory compliance requirements
Excellent communication, interpersonal, customer service, analytical and organizational skills with keen attention to detail
Must obtain (within 90 days) and maintain a State of CT Individual Producer License (Credit Insurance)
Preferred
Some college coursework in a business-related discipline
At least one year working in a production environment (loan processing, branch or call center)
Knowledge of banking products and services
Supervisory experience
Familiarity with Microsoft Office
Benefits
Paid-time off
Medical/dental
401K plan with company match
Tuition reimbursement
Company
Sikorsky Credit Union
Sikorsky Credit Union is a not for profit financial cooperative and one of the largest credit unions in Connecticut.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ann Marie Gillick, SPHR, SHRM-SCP
SVP | Chief Human Resources Officer
Scott Posey
SVP / CIO
Recent News
Hartford Business Journal
2025-07-19
2022-11-24
Company data provided by crunchbase