Assistant Digital Branch Manager
Job in
Lincoln, Providence County, Rhode Island, 02865, USA
Listing for:
Navigant Credit Union
Full Time
position
Listed on 2026-02-15
Job specializations:
Salary/Wage Range or Industry Benchmark: 50000 - 70000 USD Yearly
USD
50000.00
70000.00
YEAR
Job Description & How to Apply Below
ABOUT THE ROLE
Under general supervision, but following established policies and procedures, provides leadership and direction to daily Digital Branch operations; supervises, trains and ensures that all contact center personnel deliver exceptional, value-added member experiences, aligned with the credit unions core values and mission statement; ensures that sales and service standards and goals are communicated, met and monitored; monitors member calls for quality assurance and team development;
responds to questions and/or provides information from employees and members; processes requests/transaction as appropriate; assists members and potential members in understanding and utilizing credit union products and services.
MAJOR RESPONSIBILITIES (in descending order of importance)
Supervises and directs personnel to ensure a professional environment that is aligned with Navigant service level standards.Utilizes tact and experienced-based knowledge to research and resolve member escalations by explaining specific policies and products while representing the CU in a professional manner and maintaining positive member relations.Performs objective quality evaluations for all Digital Branch channels/medias. Facilitates and attends team calibration sessions as needed.Interviews, recommends for hire, schedules, delegates, establishes performance expectations, and recommends the necessary corrective action steps for subordinate staff.Handles Performance Management including yearly appraisals.Identifies and evaluates career development and training needs.Coaches and develops staff in area of sales. Plans and conducts sales meetings and creates, implements, and monitors sales campaigns.Performs quality auditing functions/reports.Performs quality control prior to sending to document archiving or disbursement to other departments.Performs other Digital Branch and/or administrative duties as assigned by the AVP-Digital Branch Manager.QUALIFICATIONS
EducationHigh school diploma or equivalent (GED) education required. AA degree or some college coursework preferred.
Experience / Skills / KnowledgeMinimum 3 years progressively responsible contact center experience preferably in a credit union or financial institution.Minimum 2-3 years coaching, training, or other supervisory experienceKnowledge of credit union and Digital Branch policiesAbility to learn and cross-sell credit union products and services.Ability to manage multiple priorities/projects simultaneouslyExcellent organizational, analytical and problem-solving skillsMust possess strong verbal, written, telephone and interpersonal communication skillsPC proficient including Microsoft Office (Word, Excel, Outlook) and the InternetMust possess a strong service orientationAbility to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. Some travel required.ABOUT
People helping people is what makes Navigant Credit Union truly special. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.
At $4 billion in assets, Navigant Credit Union is the largest credit union in Rhode Island and third largest in New England. Our success is founded upon our community-based values and our belief in putting people first. These are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News.
Our Core Values of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and/or traits that we consider a high priority for Navigant Credit Union employees.
Navigant Credit Union prides itself on investing in our workforce, while exceeding member expectations. We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including robust medical and dental plans, vision benefits, 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and more.
If you believe you'd be a great fit, and are interested in joining our team, check out our open positions and apply today!
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