Digital Banking Team Lead

Job Summary

This position assists with providing daily supervision and support to Digital Banking Specialists, ensuring efficient operations and excellent member service. This role assists with escalated issues, approval requests, training, process improvements, procedure updates, and serves as a backup to the Digital Banking Systems Analyst and Administrator for system monitoring, maintenance, and issue resolution.

• Assists with oversight of the day-today activities of Digital Banking Specialists to ensure timely and accurate support for Digital Banking activities.
• Acts as the primary contact for resolving complex or escalated digital banking issues from staff or members.
• Assist in onboarding new team members and provides ongoing coaching, mentoring, and skill development for the team.
• Monitors system and member support service levels to promote a consistent high quality member experience.
• Serves as backup to the Digital Banking Systems Analyst and Administrator with system monitoring, maintenance, testing, and issue resolution.
• Ensures procedures are current and assist in developing and updating workflows to improve efficiency and compliance.
• Works with internal teams, and vendors to resolve issues, support initiatives, and enhance the digital banking experience.
• Participates in system upgrades, new feature rollouts, and process improvement projects as needed.
• Follows and enforces policies, procedures, and regulations to maintain support and system integrity.
• Responsible for processing critical and essential functions remotely during a disaster as defined in the organization’s Business Continuity Plan and on non-federal holidays to eliminate or minimize interruption with member payments and Federal Reserve deadlines.
• Assists with special projects as assigned by the Senior Manager of Digital Banking

• Strong communication, analytical, and problem-solving skills.
• Acute attention to detail, working with sensitive data, appearing repetitive in nature.
• Advanced knowledge of credit union services, policies, procedures, and general practices.
• Strong technical, system maintenance, and troubleshooting skills.
• Proficiency in Microsoft Office is desirable.