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VyStar Credit Union · 1 month ago

Digital Services Support Assistant Manager

Jacksonville, FL - VyStar Tower

Full-time

Onsite

Mid, Senior Level

3+ years exp

VyStar Credit Union is seeking a Digital Services Support Assistant Manager to manage the Digital Services Support team within the Call Center. The role involves enhancing member experience through digital channels and managing a team to ensure effective service delivery.

AppsBankingFinanceMortgage

Responsibilities

Actively and consistently support efforts to simplify and enhance the member experience

Build out integrated experiences across digital channels to create messaging initiatives and to develop business use justifications to improve the member experience

Define digital channel specifications, establish milestones, and manage quality assurance activities for a cross-functional team

Define success metrics for new projects and track performance for existing products to ensure the team is moving towards defined goals

Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems

Manage social media engagement

Enhance live agent messaging experience based on key findings, industry research, usability testing and member feedback

Manage up to 20+ individual contributors by coaching, training, mentoring, documenting performance and providing effective performance management feedback

Qualification

Member Service knowledgeDigital trends knowledgeProject management skillsAnalytical skillsTechnical knowledgeCommunication skillsRisk mitigation understandingFast-paced executionMicrosoft Office proficiencySpanish speaking

Required

Extensive operational and systems knowledge of Member Service and Lending processes and the systems associated with these functions

Effective communication skills including excellent oral and written skills

Ability to effectively identify and articulate strategies, issues, root cause analysis, and preventative measures to senior leaders

Strategic thinker to research and resolve issues members experience with digital services

Extensive knowledge of emerging digital trends and technologies

Project management skills

Ability to manage multiple projects while managing efforts across multiple functional areas

Technically knowledge; understands software/web/app technologies

Strong analytical approach to presenting recommendations and making decisions

Maintains solid understanding of risk mitigation and compliance relative to electronic services / transactions

Ability to work and effectively execute in a fast-paced environment

Proficient in all Microsoft Office programs and Call Center including Verint, Report Retriever, CentreVue, CUNA web Tool, and other systems as needed

Perform additional duties as assigned

3 or more years in a financial institution call center

All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work

Preferred

Spanish-speaking skills are highly preferred

Bachelor's degree preferred - an Associate's degree is required – Associates degree may be substituted for 4 years of experience with direct member or customer contact in a call center or financial institution