Coastal1 Credit Union · 22 hours ago
eCommerce Team Lead
Pawtucket, RI, US
Full-time
Onsite
Mid, Senior Level
$49K/yr - $78K/yr
3+ years expCoastal1 Credit Union is a member-focused organization serving over 130,000 members, and they are seeking an eCommerce Team Lead to support the daily operations of the eCommerce department. This role involves providing supervisory oversight, ensuring exceptional member service, and maintaining the integrity of online banking channels.
CreditCredit CardsFinancial ServicesWealth Management
Responsibilities
Oversee daily workflow and operational activities of the eCommerce department
Serve as a subject matter expert, maintaining a high level of knowledge of Coastal1 products, services, policies, and procedures. Troubleshoot and resolve issues related to account activity, fraud disputes, debit card concerns, and online banking within assigned authority, while forwarding inquiries to the appropriate department when outside of authority or expertise
Cultivate a positive, collaborative, and high morale work environment through fair treatment, clear communication, and sound judgment
Monitor team calls to ensure service standards and performance expectations are consistently met
Meet regularly with the AVP eCommerce to report on team performance, operational progress, and emerging issues
Review and approve fee reimbursements on deposit accounts and provide alternative overdraft solutions in accordance with established guidelines
Ensure members receive prompt, courteous, and professional service across all online banking channels
Support both consumer and commercial online banking products, ensuring accurate and efficient problem resolution
Communicate policy and procedure changes to the team in a timely and clear manner
Handle escalated or complex calls that require higher-level intervention
Utilize opportunities to cross sell Coastal1 products and services in a professional and positive manner
Research and resolve issues related to online banking, bill pay, mobile banking, remote deposit capture, and future eCommerce products
Collaborate with software vendors/providers to resolve system-related issues that require external support
Provide timely status updates to the AVP eCommerce regarding significant system outages, issues, or enhancement requests
Train new hires and provide ongoing coaching to existing team members to enhance product knowledge, troubleshooting capabilities, and overall service quality
Ensure compliance with Coastal1's Bank Secrecy Act/Anti-Money Laundering Policy and related procedures, Member Identification Program and Office of Foreign Assets Control screening and record keeping requirements
Provide supervisory coverage for the eCommerce team as needed to support operational continuity
Perform other duties as required
Qualification
Required
Minimum of a high school diploma or equivalent required
Minimum of 3 years in a member services function
Demonstrated ability to manage multiple projects simultaneously with time management/organizational/multi-tasking skills
Excellent written, verbal and telephone communication skills
Must be able to work under pressure and have the ability to meet deadlines
PC Proficiency to include Microsoft Office and assorted banking software
Ability to maintain a positive and upbeat Credit Union image
Ability to handle confidential information securely
Ability to work collaboratively across all levels and functions of COASTAL1 to coordinate solutions
Ability to work independently and also as a team member
Preferred
Associates degree preferred
Supervisory/management experience preferred
Bi-lingual helpful
Benefits
Medical, dental and vision for you and your dependents
Paid time off to promote work/life balance
On-site fitness center
401(k) with a company match
Employee homebuyer assistance
Plus much more
Company
Coastal1 Credit Union
Coastal1 Credit Union offers loans, checking, saving accounts, credit cards, mortgage, home equity, and wealth management services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jeffrey Kolarik
Chief Information Officer
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