E-Services Manager
Do you want to work for an organization with a passion for their communities, members, and staff that offers a long-term, rewarding career with opportunities for growth? If so, then join our team at Forest Area Federal Credit Union as a E-Services Manager!
We're on the lookout for a E-Services Manager to join our growing team. Here's your chance to bring creativity, Passion, and inspiration to the table and contribute to the future success of our Credit Union.
Why Forest Area FCU?
· Thriving, community-centric environment.
· Opportunities for professional growth and development.
· Be a part of a team dedicated to making a positive impact.
· Excellent benefits package
#JobOpening #CareerOpportunity #ForestAreaFCU
Role:
The E-Services Manager is responsible for the strategic direction, development, and operational oversight of the credit union's electronic service delivery channels. This includes E-Service Lending and Account Opening platforms, Interactive Teller Machines (ITMs), and the Contact Center. The manager ensures these channels operate efficiently, securely, and with a focus on exceptional member service. This role plays a key part in driving digital transformation and ensuring members have seamless, user-friendly access to FAFCU's services.
Essential Functions and Responsibilities:
Leadership & Strategic Oversight: Direct and coach the E-Services team, including ITM operators, contact center representatives, and digital service specialists. Align departmental goals with the credit union’s strategic plan. Manage staffing, scheduling, and resource allocation across digital channels. Lead quarterly planning, reporting, and process improvement efforts.
E-Service Lending & Account Opening: Manage digital lending and account opening platforms for functionality and user experience. Collaborate with vendors and internal teams to optimize workflows and automate processes. Monitor system performance and member feedback for continuous improvement.
Interactive Teller Machine (ITM) Operations: Supervise ITM staff and ensure reliable ITM functionality and availability. Coordinate maintenance, issue resolution, and training. Evaluate member interactions and optimize processes to improve service delivery.
Contact Center Management: Oversee all contact center operations, including phone, email, and live chat support. Ensure service quality, timely response, and effective escalation management. Develop and implement scripts, procedures, and service standards.
Compliance & Risk Management: Ensure compliance with all relevant regulations and internal procedures for digital services. Maintain documentation, complete audits, and implement risk mitigation strategies. Coordinate with compliance and IT during incident responses or policy reviews.
Technology & Innovation: Research and recommend new technologies or enhancements to current platforms. Lead vendor evaluations, system testing, and implementation efforts. Stay current with fintech trends and member behavior to drive innovation.