Director of Electronic and Online Services – Cheyenne
Responsible for managing, researching, implementing, integrating, organizing, maintaining, and administering e-service programs, contact center, and plastic card services in support of goals and objectives.
Manages the operations to ensure timely and effective member service involving all aspects of electronic services, e-lending, contact center, and plastic card services.
Contributes to the growth of the credit union by providing effective online and mobile strategies for product launches, and participate in setting content strategies for the website in addition to overseeing the development of online product campaigns. Propose market opportunities for new services and define concepts for those opportunities with a member-centric focus.
Research, evaluate, recommend and manage implementation of electronic products and services to provide members with competitive products that effectively meet their needs.
Responsible for analyzing statistics and data from all electronic systems, reports and other sources to ensure sufficient staffing to handle service volumes in order to meet performance expectations credit union products and services in the marketplace.
Oversees appropriate product promotions and product awareness campaigns to increase penetration of credit union products and services in the marketplace.
Coordinate and proactively communicate with the Member Service Center and Branches to resolve member online and mobile service problems that hinder member satisfaction and continued use. Resolves the more complex operational and member problems, advising members and staff using obtained working knowledge of financial services.
Manage vendor relationships for key electronic products and services. Recommend improvements based upon product testing, member feedback, analytical conclusions and understanding of the business.
College degree with five to ten years similar or related experience, including time spent in preparatory positions.