Manager Digital Engagement I

The Digital Engagement Manager I leads and executes strategies and initiatives to ensure service and sales targets are achieved according to Desert Financial Credit Union's vision, values, and strategic objectives. They are responsible for contributing to channel enhancements and growth, achieving sales targets, sales team development, and providing exceptional service to employees, members, and internal partners. This role partners with the Digital Manager II to hire talent and will train and performance manage Digital and Sales Advocates. They are responsible for contributing to and implementing effective practices to continually improve the department's financial and operational performanceThey embrace change and are able to nurture an environment of continuous learning while developing and inspiring others to perform in a way that creates a Culture of Performance.

What you will do here:

Lead Digital and Sales Advocates to create exceptional member experiences and achieve sales goals by aligning member needs with meaningful solutions.

Develop advocates by utilizing effective sales coaching to build product knowledge, sales skills, and job proficiency. Create a motivating, performance-driven culture that nurtures employee engagement and energizes others to make proactive decisions.

Monitor employees and their performance to assure adherence to policies, procedures and expectations. Provide coaching and conduct ongoing training as needed to ensure adherence and employee development.

Utilize Member and Digital Engagement KPIs and service levels to proactively shift focuses, create business plans and drive for expected outcomes.

Model the credit union's values and successfully collaborate across business lines to meet organization objectives and drive digital engagement/adoption.

Maintain appropriate knowledge of regulatory guidelines relative to contact centers, financial intuitions, risk mitigation, new accounts, lending, and procedures and policies.

Directly or indirectly resolve escalated member and employee complaints, concerns, and conflicts.

Perform other job-related duties as assigned

What you will need:

High School Diploma or GED required.

Bachelor's Degree in Business or related field OR Equivalent combination of education and experience required.

2+ years Financial Services Call Center or Retail Banking experience required.

2+ years experience meeting sales objectives within the financial services industry or other types of retail businessesrequired.

1+ years experience supervising small to mid sized groups selling/servicing a variety of value-based products. Coaching staff to solutions based on fact-finding questions and offering products and services preferred.

Mustbe registered through the Nationwide Mortgage Lending System and Registry (NMLS); and to be registered and serve as a Notary Public.

Excellent interpersonal, verbal and communication skills. Strong probing, analytical, problem solving and decision-making skills required.

Detailed knowledge of Financial Services related products such as auto loans, home equity loans, mortgage, deposit and checking accounts required.

Demonstrated experience with customer/member contact and ongoing relationship building required.

Call Center knowledge including working with inbound phone system, OB calling strategies, lead allocation and contact strategy required.

Demonstrated competency using Microsoft Office Suite(Outlook, Excel, Word) required.

Working knowledge of Saleforce.com preferred.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.