Digital Service Team Lead

Job Description

Job Description

Why Join the Sikorsky Credit Union Team?
Sikorsky Credit Union has been named the #1 Credit Union in Connecticut for 7 years in a row. We are one of the largest credit unions in the state, with over $1 billion in assets, and we continue to grow!

If you are passionate about helping people achieve their financial goals and want to make a difference in the local community, we want to hear from you! We are looking for talented people to help us improve the banking experience for our valued members.

Working at Sikorsky Credit Union has its benefits. You’ll enjoy an awesome work-life balance, competitive pay, and an excellent benefits package that includes paid-time off, medical/dental, 401K plan with company match, tuition reimbursement and more! Please check out the details below to learn more about this position.

General Summary:

The Digital Service Team Lead plays a dual role, providing hands-on member support with originating and processing applications for new membership and deposit accounts while guiding and supporting a team of Digital Service Representatives. This role ensures high-quality service delivery, monitors performance metrics, and supports training and coaching efforts. The Team Lead will mentor, train, and support team members while ensuring adherence to credit union policies, procedures, and regulatory compliance. The position also involves troubleshooting complex member issues, escalating where necessary, and driving continuous improvement to enhance team performance and member satisfaction.

Key Essential Responsibilites: 

1. Originates, processes, and funds new membership and deposit account requests in accordance with department policies and procedures. Coordinates receipt of all necessary application documentation from both existing and prospective members during the account opening process. 
2. Exhibits exceptional and professional verbal and written communication skills to ensure that all member interactions are handled with professionalism, empathy, and a focus on creating positive experiences.
3. Accurately processes transactions for members.  Researches member inquiries according to departmental guidelines and procedures to ensure a comprehensive response is provided.
4. Monitors daily operations, ensuring that team performance aligns with set targets for response time, issue resolution, and customer satisfaction.
5. Motivates and works with the team to recognize opportunities for product and service opportunities including consumer loans, home loans, etc.  
6. Acts as a point of escalation for complex or high-priority member inquiries, ensuring timely and effective resolutions.
7. Resolves member complaints or issues that are escalated by team members, finding solutions to problems that may require creative or non-standard approaches.
8. Provides feedback to improve team members’ product knowledge, customer service skills, and problem-solving abilities.
9. Monitors team performance, including handling volumes, response times, and issue resolution rates.
10. Provides feedback to management regarding any recurring member issues or challenges that require attention or possible changes in procedures or policies
11. Actively identifies opportunities to streamline processes, improve workflow, and reduce inefficiencies within the team.
12. Utilizes in-depth knowledge to assist members with online banking/bill pay processes, mobile banking and to ensure complex issues related to online issues are resolved.
13. Utilizes technology to educate members on Credit Union products and solutions based on the member’s specific needs.  
14. Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management and vendors.   Demonstrates the credit union’s core values of Service, Teamwork, Integrity and Responsibility.
15. Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
16. Ensures adherence to company policies and procedures and banking/credit union regulations.
17. Performs additional duties as required.

Essential Skills, Knowledge and Requirements: 

1. High school diploma or equivalent required.  Some college coursework in a business-related discipline preferred. 
2. Minimum of 3 years of customer service experience required with at least one year working in a production environment (loan processing, branch or call center) strongly preferred.  
3. Knowledge of banking products and services preferred.
4. Knowledge of state and federal regulatory compliance requirements.   
5. Excellent communication, interpersonal, customer service, analytical and organizational skills with keen attention to detail.
6. Supervisory experience a plus.   
7. Familiarity with Microsoft Office.
8. Must obtain (within 90 days) and maintain a State of CT Individual Producer License (Credit Insurance).

Sikorsky Credit Union is an equal opportunity employer that is proud of its commitment to diversity and inclusion. Therefore, we welcome applicants from all communities, including age, color, ethnicity, familial or marital status, gender identity or expression, language, national origin, physical or mental disability, military or veteran status, race, religion, sexual orientation, and socioeconomic background.