Digital Service Team Lead

The Digital Service Team Lead at Sikorsky Credit Union plays a dual role, providing hands-on member support with originating and processing applications for new membership and deposit accounts while guiding and supporting a team of Digital Service Representatives. This role ensures high-quality service delivery, monitors performance metrics, and supports training and coaching efforts. The Team Lead will mentor, train, and support team members while ensuring adherence to credit union policies, procedures, and regulatory compliance.

About the Role

• Originates, processes, and funds new membership and deposit account requests in accordance with department policies and procedures.
• Captures all necessary application documentation from both existing and prospective members during the account opening process.
• 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.
• Accurately processes transactions for members.
• Researches member inquiries according to departmental guidelines and procedures to ensure a comprehensive response is provided.
• Motivates and works with the team to recognize opportunities for product and service opportunities including consumer loans, home loans, etc.
• Acts as a point of escalation for complex or high-priority member inquiries, ensuring timely and effective resolutions.
• Resolves member complaints or issues that are escalated by team members, finding solutions to problems that may require creative or non-standard approaches.
• Provides feedback to improve team members’ product knowledge, customer service skills, and problem-solving abilities.
• 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.

Responsibilities

• Monitors daily operations, ensuring that team performance aligns with set targets for response time, issue resolution, and customer satisfaction.
• Utilizes in-depth knowledge to assist members with online banking/bill pay processes, mobile banking and to ensure complex issues related to online issues are resolved.
• 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.
• Ensures adherence to company policies and procedures and banking/credit union regulations.

Requirements

• High school diploma or equivalent required.
• Some college coursework in a business-related discipline 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).

Benefits

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 paid-time off, medical/dental, 401K plan with company match, tuition reimbursement and more!