ABOUT:

People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.

Those values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.

Our Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.

Our company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.

If you believe you'd be a great fit, and are interested in joining our team, submit an application today!

ABOUT THE ROLE:

Under general supervision, but following established policies and procedures, provides leadership and direction to daily Digital Branch operations; supervises, trains and ensures that all contact center personnel deliver exceptional, value-added member experiences, aligned with the credit unions core values and mission statement; ensures that sales and service standards and goals are communicated, met and monitored; monitors member calls for quality assurance and team development; responds to questions and/or provides information from employees and members; processes requests/transaction as appropriate; assists members and potential members in understanding and utilizing credit union products and services.

MAJOR RESPONSIBILITIES (in Descending Order Of Importance)

• Supervises and directs personnel to ensure a professional environment that is aligned with Navigant service level standards.
• Utilizes tact and experienced-based knowledge to research and resolve member escalations by explaining specific policies and products while representing the CU in a professional manner and maintaining positive member relations.
• Performs objective quality evaluations for all Digital Branch channels/medias. Facilitates and attends team calibration sessions as needed.
• Interviews, recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff.
• Handles Performance Management including yearly appraisals.
• Identifies and evaluates career development and training needs.
• Coaches and develops staff in area of sales. Plans and conducts sales meetings and creates, implements, and monitors sales campaigns.
• Performs quality auditing functions/reports.
• Performs quality control prior to sending to document archiving or disbursement to other departments.
• Performs other Digital Branch and/or administrative duties as assigned by the AVP-Digital Branch Manager.
  
  
  

QUALIFICATIONS:

Education

High school diploma or equivalent (GED) education required. AA degree or some college coursework preferred.

Experience/Skills/Knowledge:

• Minimum 3 years progressively responsible contact center experience preferably in a credit union or financial institution.
• Minimum 2-3 years coaching, training, or other supervisory experience
• Knowledge of credit union and Digital Branch policies
• Ability to learn and cross-sell credit union products and services.
• Ability to manage multiple priorities/projects simultaneously
• Excellent organizational, analytical and problem-solving skills
• Must possess strong verbal, written, telephone and interpersonal communication skills
• PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet
• Must possess a strong service orientation
• Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. Some travel required.