Civic Federal Credit Union · 9 hours ago
Digital Branch Manager
Raleigh,NC,US
Full-time
Onsite
Mid, Senior Level
4+ years expCivic Federal Credit Union is dedicated to fostering a positive work environment where employees can thrive. The Digital Branch Manager will oversee daily operations of the Digital Branch Team, ensuring efficient member interactions and compliance with policies. This role involves mentoring staff, improving member experiences, and collaborating with leadership to drive digital growth.
BankingCredit CardsFinancial Services
Responsibilities
Provides daily oversight of all member touchpoints to include phone calls, electronic communication channels, online account opening, and loan applications to ensure that service levels and key performance indicators are met
Ensure operation and efficiency of all related system aspects needed for member service activities, including personal and team member communications and work volumes
Hire, train, and develop Digital Branch Staff including conducting performance evaluations and providing coaching and professional development
Ensure all staff members are equipped with the necessary tools and permissions for success
Responsible for maintaining and developing member service processes within the Digital Branch Team, including member communications, member relations, account opening, digital applications, and loan fulfillment
Design, implement, and maintain Digital Branch processes and identify risks and opportunities based on the organization’s business strategy
Design and implement a plan to achieve production results, while ensuring staff are hitting membership targets
Assist leadership with the development of business cases and recommend new ideas to contribute to digital growth to upper management
Actively work with leadership to manage relationships with external vendors for member services related tools, including account opening, phone systems and text messaging
Act as liaison to other internal departments
Develop and present reports on metrics, forecasts, and performance of member service activities
Serve as tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance
Work closely with internal partners such as IT and lending to identify gaps in digital technologies offered to members to improve the member experience
Implement new digital retail projects and tools to improve the member experience
Stay abreast of industry trends and evolving regulations concerning member services, digital banking and loan fulfillment
Lead changes for retail digital channels
Oversee efforts to periodically review policies and procedures and identify and recommend opportunities for improvement regarding team operating compliance and efficiency
Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively
Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally
Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve
Qualification
Required
Minimum 4 – 6 years of member servicing experience, inclusive of 1 – 3 years of lending and/or account opening experience, and 1 – 3 years of management experience, or have a Bachelor's degree in Business, Finance, Lending, or relevant area, 1 – 3 years of member servicing experience, and 1 – 3 years of management experience
Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions
Demonstrated knowledge of banking procedures, including policies, laws and regulations, consumer loan origination and servicing
Operating experience of financial products as well as online banking and digital platforms
Must be able to work onsite at Credit Union administrative headquarters
Must be able to work within core operating hours (8:00am – 6:00pm), as well as the occasional weekend and holiday
Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc
Ability to lift a minimum of 25 lbs. (file boxes, computer printer)
Travel required on occasion
Preferred
Minimum 4 – 6 years of Credit Union member service experience
Call center experience
Bachelor's degree in Business Administration or relating field of study
Experience with creating and updating policies, processes, procedures, and guidelines
Supervisory experience within a member/customer service environment
Company
Civic Federal Credit Union
Civic Federal Credit Union provides checking, savings account, loans, credit cards, personal, and business banking services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Dwayne Naylor
President / Chief Executive Officer
Sandy Steward
Chief Technology Officer
Recent News
Civic Federal Credit Union
2025-09-26
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