Digital Branch Team Lead
$38,769–$38,769 year
On-siteLaurens, South Carolina, United States
Job Summary
Lead and supervise the Digital Support Specialist team by taking calls, chats, and emails for escalations while ensuring end-to-end customer experience across all digital channels. Conduct monthly coaching sessions, review performance scorecards, and deliver training modules to address skill gaps and reinforce leadership directives. Manage team huddles to discuss service and sales performance, goals, and upcoming policy changes. Assist Digital Branch Management with monthly performance dashboards, charge-off analysis, and the hiring process. Handle escalated customer requests, recommend corrective actions for non-performance, and ensure compliance with all required training programs. Work a set or rotating schedule including evenings and Saturdays to support team objectives and operational goals.
Required Qualifications
- High school diploma or equivalent
- Must be a self-starter
- Strong organizational skillsets
- Communication skillsets
- Multi-tasking skillsets
- Ability to collaborate
- Ability to engage
- Ability to positively influence a team
- Ability to act as a source of problem resolution
- Solid background in navigating bank and other applicable systems
- Thorough knowledge of bank and operational procedures, policies, etc.
- Professional communication skills
- Customer service skills
- Team building skills
- Ability 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
- Familiarity of key technology solutions deployed by the bank
- Strong analytical skills
- Experience driving efficient, effective, quality service delivery
- Strong communication skills
- Demonstrated capacity for sound judgment
- Ability to balance risk vs. customer service needs
- Must be able to pass a criminal background & credit check
- Must be able to work evenings and weekends as needed
- Must be able to participate in all required compliance training
Desired Qualifications
- Bachelor's degree in a relevant field of work
- Equivalent combination of education and work related experience
- 3+ years' experience in branch, digital branch, operations or other equivalent environment
- Proficient in online account and loan account opening processes, procedures and systems
- Demonstrated ability to collaborate, engage and positively influence a team
- Demonstrated ability to act as a source of problem resolution
- Solid background in navigating bank and other applicable systems
- Thorough knowledge of bank and operational procedures, policies, etc.
- Professional communication and customer service and team building skills
- Experience in troubleshooting and solving unusual or rare types of problems
- Broad knowledge of general banking practices across all business and functional units
- Familiarity of key technology solutions deployed by the bank
- Strong analytical skills and experience driving efficient, effective, quality service delivery
- Strong communication skills
- Demonstrated capacity for sound judgment and ability to balance risk vs. customer service needs
- Limited travel
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