VyStar Credit Union

Digital Services Support Assistant Manager

VyStar Credit Union

full-time

Posted on:

Location Type: Hybrid

Location: Jacksonville • Florida • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Manage the Digital Services Support team within the Call Center
  • Drive the development, adoption and member experience of digital member self-service and communication channels
  • Enhance live agent messaging experience based on key findings, industry research, usability testing and member feedback
  • Build out integrated experiences across digital channels to create messaging initiatives
  • Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems
  • Manage up to 20+ individual contributors by coaching, training, mentoring, and providing effective performance management feedback

Requirements

  • Extensive operational and systems knowledge of Member Service and Lending processes
  • 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 knowledgeable; 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 tools like Verint, Report Retriever, CentreVue, CUNA web Tool
  • 3 or more years in a financial institution call center
  • Spanish-speaking skills are highly preferred
Benefits
  • Competitive pay
  • Excellent benefit package including a 401(k) Plan
  • Extensive paid technical and on-the-job training program
  • Tuition reimbursement available to all full and part-time employees

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementroot cause analysisrisk mitigationcompliancedigital member self-servicecommunication channelstroubleshootinganalytical skillssoftware technologiesweb technologies
Soft skills
effective communicationstrategic thinkingcoachingmentoringperformance managementproblem-solvingability to manage multiple projectsfast-paced executionteam managementmember experience enhancement