Addictions Care Manager providing assessments and one - to - one client time for substance use disorders at St. Luke's with a commitment to excellence in patient care.
About the role
- Digital Services Support Supervisor managing a team in enhancing member self-service channels for VyStar Credit Union. Driving adoption and improving digital member experience across multiple channels.
Responsibilities
- Manage the Digital Services Support team within the Call Center
- Drive the development, adoption and member experience of digital member self-service and communication channels
- Enhance live agent messaging experience based on key findings, industry research, usability testing and member feedback
- Build out integrated experiences across digital channels to create messaging initiatives
- Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems
- Manage up to 20+ individual contributors by coaching, training, mentoring, and providing effective performance management feedback
Requirements
- Extensive operational and systems knowledge of Member Service and Lending processes
- Effective communication skills including excellent oral and written skills
- Ability to effectively identify and articulate strategies, issues, root cause analysis, and preventative measures to senior leaders
- Strategic thinker to research and resolve issues members experience with digital services
- Extensive knowledge of emerging digital trends and technologies
- Project management skills
- Ability to manage multiple projects while managing efforts across multiple functional areas
- Technically knowledgeable; understands software/web/app technologies
- Strong analytical approach to presenting recommendations and making decisions
- Maintains solid understanding of risk mitigation and compliance relative to electronic services / transactions
- Ability to work and effectively execute in a fast-paced environment
- Proficient in all Microsoft Office programs and Call Center tools like Verint, Report Retriever, CentreVue, CUNA web Tool
- 3 or more years in a financial institution call center
- Spanish-speaking skills are highly preferred
Benefits
- Competitive pay
- Excellent benefit package including a 401(k) Plan
- Extensive paid technical and on-the-job training program
- Tuition reimbursement available to all full and part-time employees
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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