Overview:
Directly leads, develops and supervises the Digital Support Specialist team working with the Digital Branch Manager to drive performance by meeting and exceeding established goals, ensuring an end-to-end legendary customer experience on all digital channels and platforms while managing and balancing risk. This role will be responsible for ensuring the team is adequately trained, developed and engaged in all aspects of customer support, sales and service. This Team Lead will work closely with the Contact Center Training & Quality Control Admin to mitigate any critical exceptions identified for their direct reports as well as perform regular QA assessments on assigned task lists. The Team Lead will promote high performance by conducting regular coaching sessions/meetings with each team member with close review of their monthly performance scorecard, recognizing and rewarding top performers and addressing any non-performance issues by following established corrective action procedures. This role will conduct regular team huddles to discuss projects, service and sales/referral performance, goals, opportunities and any upcoming product, policy and procedural changes. Subject matter expert in various skill sets supported within the Digital Branch inclusive of responding directly to customer inquiries, complaints and resolving issues via multiple channels spanning the breadth of United Community Bank’s products and services.
What You’ll Do:
- Assists Digital Branch Management and Operations by providing supervision, direction, and leadership:
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Ability to take calls/chats/emails including but not limited to escalations
- Backup reporting for Digital Branch Manager on monthly performance dashboards for system analysis and team performance as well as charge-offs
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Supports and re-enforces leadership directives including but not limited to team vision, goals, objectives, processes, procedures, behaviors, etc.
- Models impartial behavior setting a positive example for the team
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Completes and monitors direct report scorecards and conducts monthly coaching
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Regular collaboration with leadership to provide feedback, ideas, etc. to improve team performance, moral, etc.
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Creation of team huddle content and delivery
- Ability to conduct regular coaching sessions/meetings with the team to discuss service and sales/referral performance, goals, opportunities and any upcoming product, policy and procedural changes
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Create team training procedures
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Assist in ensuring the team is adequately trained and developed, exercise authority concerning performance appraisals, promotions, pay recommendations, development plans and terminations (after obtaining required approval from Digital Manager and Contact Center Director)
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Participate in the interview and hiring process
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Contributes to our “legendary customer experience” strategy in the discovery, construction, and implementation of Bank and Digital Bank best practices
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Handle escalated customer requests to ensure appropriate follow-up and resolution
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Recognize training/performance opportunities and recommend ways to close knowledge or skill gaps
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Construct and/or deliver training modules to Team
- Assist with various projects as required
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Other duties as assigned
Requirements For Success:
- High school diploma or equivalent required; Bachelor’s degree in a relevant field of work or an equivalent combination of education and work related experience preferred
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3+ years’ experience in branch, digital branch, operations or other equivalent environment preferred
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Proficient in online account and loan account opening processes, procedures and systems
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Must be a self-starter and effectively possess strong organizational, communication, and multi-tasking skillsets.
- Demonstrated ability to collaborate, engage and positively influence a team
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Demonstrated ability to act as a source of problem resolution
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Solid background in navigating bank and other applicable systems
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Thorough knowledge of bank and operational procedures, policies, etc.
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Professional communication and customer service and team building skills
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Experience in troubleshooting and solving unusual or rare types of problems
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Able to work a set or rotating schedule that may include evenings and Saturdays
- Broad knowledge of general banking practices across all business and functional units
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Familiarity of key technology solutions deployed by the bank
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Strong analytical skills and experience driving efficient, effective, quality service delivery
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Strong communication skills
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Demonstrated capacity for sound judgment and ability to balance risk vs. customer service needs
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Limited travel may be required
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Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
Conditions of Employment:
- Must be able to pass a criminal background & credit check
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This is a full-time, non-remote position that requires schedule flexibility to work evenings and weekends as needed.
FLSA Status: Non-Exempt
Ready to take your career to the next level? Apply now and become a vital part of our team!
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay Range: USD $38,769.00 - USD $57,876.00 /Yr.
