Director of Digital Sales

At OnPath Credit Union, we share a passion for delivering exceptional service.

Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success.

If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Voted eleven years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation, Wellness, Sick Time, and more!

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.


We are looking for a Director of Digital Sales to join our team. The salary range for this position is $96,137.75 to $120,172.19 based on skills and experience. This position is -classified as On-site.

Scope:

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our members and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

Role:

The Director of Digital Services is responsible for overseeing the operations of OnPath's digital banking services, including the contact center, Interactive Teller Machine (ITM) operations, and the digital sales team. This role is accountable for delivering EPIIC member service by consistently meeting or exceeding Service Level Agreements (SLAs), enhancing call performance, and leveraging technology to improve operational efficiency and achieve key performance metrics.

Major Duties and Responsibilities:

• Team Leadership and Development: Provide proactive and results-oriented leadership to coach, mentor, and support team members in delivering high-value member interactions. Set clear goals, delegate responsibilities, and promote accountability while maintaining open lines of communication. Conduct regular team meetings to review policies, procedures, performance updates, and departmental changes. Identify individual and team training needs and implement development initiatives, including cross-training opportunities.
• Operational Oversight: Lead daily operations of digital services including call center support, ITM functions, and digital sales initiatives. Monitor and optimize performance to meet or exceed Service Level Agreements (SLAs), ensuring a seamless and effective member experience.
• Sales & Service Culture: Cultivate a strong digital-first sales and service culture that fosters sustained member satisfaction and organizational growth. Promote service consistency and excellence by aligning team behaviors with credit union values and member expectations.
• Digital Experience Enhancement: Design and implement strategies to improve the digital member experience using data-driven insights from member behavior and market trends. Leverage emerging technologies and tools to increase operational efficiency and service delivery.
• Performance Measurement: Develop, track, and report on key performance indicators (KPIs) including: -Call efficiency and resolution -Abandonment rates -Member wait times -Staffing utilization and scheduling -Employee engagement and retention Use insights from KPIs and feedback to drive performance improvement initiatives.
• Continuous Improvement & Reporting: Establish ongoing quality assurance and continuous improvement programs by analyzing member feedback and interaction trends. Prepare and submit timely, accurate reports and operational summaries as required by leadership.

Knowledge and Skills

Experience

• Five years to eight years of similar or related experience, including preparatory experience.
• Education/Certifications/Licenses
• A high school degree or equivalent
• Interpersonal Skills
• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Strong understanding of digital banking platforms, ITM operations, and CRM tools. Proven track record of developing high-performing teams and achieving service and sales metrics. Excellent leadership, coaching, and communication skills. Strong analytical mindset and ability to leverage data to inform decision-making.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.