Digital Services Assistant Manager

About the role

The Digital Services Assistant Manager supports the Digital Services Manager in the leadership and day-to-day operation of the Digital Services department, helping to ensure exceptional member service, efficient operations, and achievement of department objectives. This role provides day-to-day leadership, coaching, and development to associates; promotes a solution-oriented member experience and appropriate use of credit union products and services; and performs consumer lending activities within delegated authority. The Digital Services Assistant Manager serves as a role model for professional member service, supports associate performance and development, and assists the Digital Services Manager in maintaining an effective, high-performing, and member-focused department.

Responsibilities

• Member Experience & Financial Solutions
  • Champion a solution-oriented member experience by coaching associates to proactively identify member needs, provide personalized financial guidance, and recommend appropriate solutions that support members' financial goals.
  • Develop associates' ability to anticipate and resolve potential member concerns by identifying needs, offering appropriate suggestions, and providing effective solutions.
  • Model a professional, positive, and member-focused approach in all interactions with members and potential members, serving as an example for associates and supporting strong public relations.
  • Oversee and enhance associates' ability to deliver friendly, professional, and quality service that consistently meets or exceeds member expectations.
• Associate Leadership & Development
  • Support the Digital Services Manager in providing day-to-day leadership and direction to associates, including delegating, coordinating, directing, and reviewing assigned work.
  • Develop associates to effectively perform department functions and confidently meet member needs through ongoing coaching, guidance, and support.
  • Coach and develop associates to build strong knowledge of Palmetto Citizens products, services, and solutions and apply that knowledge effectively in member interactions.
  • Maintain open and effective communication between associates and administration, fostering a supportive environment and ensuring associates are informed of relevant organizational expectations and initiatives.
• Sales & Product Solutions
  • Coach and develop associates to identify member needs and professionally recommend appropriate Palmetto Citizens products and services that provide value and support members' financial well-being.
  • Support the Digital Services Manager in achieving department sales, referral, and service objectives by developing associates' ability to effectively promote products and increase member utilization of Palmetto Citizens products and services.
  • Promote Digital Services’ sale of credit union products, including but not limited to Payment Protection, vehicle repair insurance, and Guaranteed Asset Protection (GAP) coverage, within defined guidelines.
• Lending & Financial Services
  • Perform lending responsibilities within delegated loan officer authority, interviewing members, evaluating financial needs, and extending quality loans tailored to members' individual financial situations.
  • Counsel loan applicants regarding appropriate financial solutions and alternatives to address financial needs and challenges.
  • Exercise delegated authority to approve or deny loans in accordance with established lending policies, procedures, and guidelines.
• Operations & Manager Support
  • Support the Digital Services Manager in maintaining accurate, efficient, and effective day-to-day operations and ensuring associates follow established policies, procedures, and operational standards.
  • Assist the Digital Services Manager with the coordination of daily activities and the effective execution of operational priorities to support a high-quality member experience and efficient performance.
  • Perform other duties as assigned, ensuring accountability and alignment with organizational objectives.

Requirements

• High school diploma or GED required; associate's or bachelor's degree in Business, Finance, Management, or a related field preferred.
• 5+ years of customer service experience required, preferably within a credit union, financial institution, or remote banking environment.
• 3+ years of supervisory or leadership experience required, with demonstrated success coaching associates, managing performance, and achieving customer service and sales objectives.
• Previous head teller or advanced branch operations experience preferred.
• Bilingual (English/Spanish) communication skills preferred.

Skills

• Demonstrated knowledge of consumer lending practices, deposit operations, and financial institution products and services.
• Proven ability to coach and develop associates while fostering a positive, member-focused team environment.
• Strong leadership, communication, conflict resolution, and interpersonal skills.
• Ability to analyze member needs and recommend appropriate financial products and services.
• Working knowledge of applicable banking regulations, consumer protection laws, and credit union policies and procedures.
• Proficiency with core banking systems, Microsoft Office Suite, and other business applications.