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 generous paid time off, paid holidays, medical/dental/vision coverage, company-paid life and long-term disability insurance, supplemental insurance plan options, 401(k) plan with company match, tuition reimbursement and more! Please check out the details below to learn more about this position.
General Summary:
The Digital Services Supervisor leads and supports the Digital Banking team while providing hands-on assistance to members. This role supervises, mentors, and trains Digital Service Representatives and Digital Solutions Specialists; monitors team performance and service levels; and provides feedback to improve product knowledge, customer service, and problem-solving skills. The position originates, processes, and funds new membership and deposit account requests in accordance with established policies, procedures, and regulatory requirements. The Digital Services Supervisor also guides members in using online banking, bill pay, and mobile banking services; resolves complex technical issues and escalated complaints; communicates recurring member concerns to management; and identifies opportunities to improve workflows, streamline processes, and enhance member satisfaction.
Key Essential Responsibilities:
Leads and supervises Digital Service Representatives and Digital Solutions Specialists while serving as a key resource for the Digital Banking team. Motivates, mentors, and trains staff to meet assigned goals, deliver positive member experiences, and educates members about credit union products and services. Monitors daily operations, ensuring that team performance aligns with set targets for response time, issue resolution, and member satisfaction. 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. Promote products and services to members. Collaborate with Member Solutions Team Lead and Digital Banking Manager to align daily priorities, coordinate staffing and workflow needs, share member and operational insights, and support consistent service delivery across the Member Solutions and Digital Banking teams. Provides expert guidance to members on online banking, bill payment, and mobile banking services while resolving complex technical issues. Uses technology to educate members about Credit Union products and solutions tailored to their individual needs. Manage complex or high-priority member inquiries and resolve escalated complaints through effective, creative solutions. Process member transactions accurately and research inquiries in accordance with departmental guidelines and procedures to provide comprehensive responses. 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. Provides feedback to improve team members' product knowledge, customer service skills, and problem-solving abilities. Provides feedback to management regarding any recurring member issues or challenges that require attention or possible changes in procedures or policies. Actively identifies opportunities to streamline processes, improve workflow, and reduce inefficiencies within the team. 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. Keeps abreast of industry developments including but not limited to changes in regulations and technology. Ensures adherence to company policies and procedures and banking/credit union regulations. Performs additional duties as required. Essential Skills, Knowledge and Requirements: High school diploma or equivalent required. Some college coursework in a business-related discipline is preferred. 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. Knowledge of banking products and services preferred. Knowledge of state and federal regulatory compliance requirements. Excellent communication, interpersonal, customer service, analytical and organizational skills with keen attention to detail. Supervisory experience a plus. Familiarity with Microsoft Office. 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.
