Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.
Job Description
The Digital Support Supervisor leads a team of Digital Support Representatives that deliver exceptional service to members and internal staff relative to Ent's digital channels. They are accountable for monitoring the Digital Support phone queue, handling escalated member situations, gathering department data, and providing coaching opportunities to our team. The Digital Support Supervisor works with their team to resolve member and employee concerns with the usability and functionality of our digital channels. They troubleshoot reported issues, capture steps to reproduce, and define a quantifiable impact. They report detailed defects to the development team for prompt resolution, monitor the status of these requests, and keep staff apprised of the progress. To improve defect escape rates, the Digital Support Supervisor will assist their team through ongoing user acceptance testing prior to product releases. They will assist with supporting the initial implementation of new digital features while providing ongoing resource support for staff and membership using existing digital products and services.
Essential Functions
Service Metrics Management: Oversee service metrics including Service Level Agreements, Call Abandonment, Average Wait Time (AWT), Average Handle Time (AHT), and Quality Assurance. Manage call volume for both planned and unplanned scenarios.
Digital Support Oversight: Supervise digital support functions such as live chat queues, secure messaging, defect reporting and investigation, enhancement reviews, and specialty queues (e. g. , Resource, EBO, Direct Deposits, Card Services). Monitor and adjust systems and staffing to ensure effective support for digital initiatives.
Operational Oversight: Maintain customer service standards by monitoring daily operations and resolving escalated calls. Assist with member and internal staff inquiries via phone or written communication. Participate in user acceptance testing and defect triage/monitoring. Maintain operational efficiency by adjusting systems and staffing, monitoring daily operations, and resolving escalated calls. Assist with member and internal staff inquiries via phone or written communication.
Reporting and Improvement: Prepare and present Digital Support reports by collecting, analyzing, and summarizing relevant information. Recommend changes based on analysis and feedback.
Employee Management, Coaching, and Day-to-Day Oversight: Select, train, and schedule Digital Support staff, coach, and counsel employees. Responsibilities include setting job expectations, conducting performance reviews, and establishing goals. Monitor attendance, and approve PTO requests, hiring, performance improvement/development plans, and terminations as needed. Ensure adherence to procedures and maintenance of performance standards, while promoting a collaborative work environment.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Qualifications
Minimum Formal Qualifications for this Position
Bachelor's Degree in Business, Finance, Accounting, or similar.
3+ years' in financial services retail delivery, call center service, or related experience
1+ years' in management of staff or team leadership
Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.
Technical or Specialized Knowledge/Skills:
Knowledge of digital channels with the ability to troubleshoot and document issues to sufficiently report defects to the development team for prompt resolution.
Self-starter with strong organizational skills and planning skills.
Excellent conflict management and resolution skills with the ability to de-escalate member concerns professionally.
Functional knowledge of compliance, fraud intervention, and internal controls relevant to electronic banking.
Ability to translate technical concepts into clear instructions for frontline staff, imparting understanding, and confidence to those who are otherwise laymen.
Knowledge of Azure.
Proficiency with Symitar, Bill Pay Administration, Online Banking Administration, CRM, Vertifi.
Ability to maintain effective interpersonal relationships.
Ability to recognize, analyze, and solve a variety of problems.
Excellent communication skills both written and verbal.
Broad command of knowledge relevant to the financial industry.
Certifications Required:
None
Environmental, Physical and Psychological Requirements
Standing - Occasionally
Walking - Occasionally
Sitting - Constantly
Lifting - Rarely
Carrying - Rarely
Pushing - Rarely
Pulling - Rarely
Climbing - Rarely
Balancing - Rarely
Stooping - Rarely
Kneeling - Rarely
Crouching - Rarely
Crawling - Rarely
Reaching - Rarely
Handling - Occasionally
Grasping - Occasionally
Feeling - Rarely
Talking - Constantly
Hearing - Constantly
Repetitive Motions - Frequently
Eye/Hand/Foot Coordination - Frequently
Extreme cold - Rarely
Extreme heat - Rarely
Humid - Rarely
Wet - Rarely
Noise - Occasionally
Hazards - Rarely
Temperature Change - Rarely
Atmospheric Conditions - Rarely
Vibration - Rarely
Additional Information
The pay range for this position is: $62,941 to $82,620 per Year (S15)
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.
This position is eligible for our corporate bonus program based on company performance.
We anticipate this position to close on 11/18/2024. Please submit your application at your earliest convenience to be considered.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Benefits Summary Sheet - 2024
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
