Role Accountability

At Allegacy, there is a common thread that runs through all of us. It is our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will provide outstanding service to both internal and external members. The Digital Banking Supervisor oversees the department operations, monitoring and improving member service through all channels that involve the Interactive Services and E-Services Representatives. This position also provides Digital Banking Representatives an immediate person to provide solutions to escalated issues. In addition, this position will support the Digital Banking Manager in department operations, decisions and project implementation.

Principal Responsibilities:

• Responsible for supervising operations of the Interactive and Electronic Services departments.

• Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance. 

• Support the Digital Banking Manager in Mentoring and Team Development: Coach, mentor, and lead the digital team. 

• Ensure continuous training and development opportunities for digital staff.

• Fairly and consistently evaluate employees against the Allegacy behaviors.

• Assign, direct, coordinate and review work performed by staff.

• Recognize employees who perform at a high level.

• Hold employees accountable for their performance, attitude and behavior.

• Meet with each employee monthly to review previous performance, set goals for performance and develop plans to improve employee’s performance as directed by the Digital Banking Manager.

• Responsible for exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external member that is in alignment with our Brand Culture.

• Ensure that the employees meet sales and/or service goals as established by the credit union.

• Demonstrate enthusiastic support of corporate mission, core values and long-term objectives. 

• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.

• Assist with digital banking department new hire training schedule and training objectives. 

• Engage in department decision making and system testing.

• Collaborate with different departments within the organization to fulfill member needs and assist with balancing and reconciliation of department transactions. 

• Take part in external vender meetings. 

• Identify trends with ITMs/Online Account Opening, WebBanking, WebPay, External Payments and Glia Chat that may need to be addressed

• Act as a key Digital liaison ensuring clear communication and understanding of operation status, issues, and solutions.

• Provide feedback in the department’s annual budget planning activities and improvements that align with the Digital Banking Manager’s expectations. 

• Complete monthly reports for tracking of digital channel transactions such as Active Teller, chat, online banking activity and mobile check deposits.

• Assist with ATM Room operations in the absence of the Digital Banking Manager.

o Researches and implements procedures, processes and technology that will increase efficiency for day-to-day operations of ATM Processing and Mail Room work.

o Performs monthly audits of ATM/ITM Processor cash drawers and complete monthly audit packets.

• Bachelor’s degree, or equivalent experience, required.

• 5 years of experience in relevant environment, preferred.

• Supervisory and/or Coaching Experience, preferred. 

• Proven experience in developing and implementing department policies and procedures.

• Ability to promote a positive team environment and supervise a team of 15+ employees.

• Demonstrated ability to make good judgment decisions within AFCU’s policies in order to handle escalated issues.

• Possess knowledge of digital banking operational systems, different digital services, solutions and functions.

• Ability to create training documents and presentations.

• Ability to comprehend activity reports and develop strategic initiatives to address trends.

• Self-starter with the ability to work independently.

• Ability to manage multiple tasks and prioritize respectively.

• Excellent listening, verbal and written communication skills.

• Strong organizational, analytical, problem solving and process skills.

• Working knowledge of Windows environments and applications such as Microsoft Word, Excel, PowerPoint, Internet Explorer, OneDrive.

• Proficiency with departments operation systems.

• Knowledgeable in Allegacy Digital Banking products, services and functionalities