Supervisor, Digital Sales & Retention at Municipal Credit Union

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jul, 26

Salary

87120.0

Posted On

17 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team leadership, Digital sales, Member retention, Call center management, Retail banking, Account maintenance, Regulatory compliance, Problem-solving, Communication skills, Microsoft Office Suite, Time management, Coaching, Risk mitigation, Conflict resolution, Data analysis

Industry

Financial Services

Description

About MCU: At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: The Supervisor, Digital Sales & Retention provides leadership and oversight for the daily functions of the Digital Sales & Retention Department. The primary focus is on maintaining high member service standards, driving digital growth, and fostering long-term member loyalty. This role involves supervising a high-performing team while managing complex member research and file maintenance for various account types, including CDs, IRAs, and legal-related accounts (POA, Guardianship, etc.). Responsibilities: Specific duties include, but are not limited to, the following: * Supervise, coach, and develop a dedicated team of direct reports, conducting regular 1:1s and annual appraisals to ensure the department operates efficiently. * Determine and direct daily workflows and activities, monitoring department trackers to ensure all tasks are captured and tracked as required. * Oversee the execution of personalized, behavior-triggered outreach and "high-intent" engagement strategies, moving away from "batch and blast" methods. * Manage member research and file maintenance for new and existing accounts, including CDs, IRAs, and legal-related accounts such as Power of Attorney (POA), Guardianship, Decedent, and Dormant accounts. * Investigate, troubleshoot, and respond to member inquiries, concerns, and complaints, providing guidance on escalations to ensure an excellent member experience. * Ensure all processes, procedures, and policies comply with Federal and State regulations (including Reg E, D, CC, TISA, and BSA) to mitigate risk. * Collaborate with other departments, legal counsel, and external partners to resolve complex member issues and respond to regulatory inquiries in a timely manner. * Review incoming digital mail, assigning work to department representatives and requesting original documentation when necessary. * Maintain adherence to Service Level Agreements (SLAs) for all required service events. * Process and approve transactions and fee reversals within authority limits, ensuring all activity aligns with the MCU Code of Ethics. * Foster a team culture of inclusion and open communication through regular staff meetings, cross-training, and support for talent management. * Perform system testing, validation, and special projects as assigned by management. * Identify and report unusual account activity or potential risk exposure to management. * Travel as required. Requirements: * 3+ years call center experience, minimum * Back office operations area experience preferred * Retail banking experience is a plus * Previous sales experience preferred Competencies: * Proficiency in Microsoft Office Suite * Excellent member service skills * Excellent research and problem-solving skills * Excellent interpersonal, oral and written communication skills * Ability to multi-task; good time management skills * Highly ethical. Why you'll be a good fit: Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following Results - We are passionate about winning. Agility - We proactively anticipate, respond and pivot to ensure MCU wins. Integrity - We operate with the highest ethical standards and highest degree of honesty. Belonging - We cultivate a culture of inclusion and teamwork. Ownership - We take personal responsibility and hold ourselves accountable for the results. Why You’ll Love Working Here: The pay range for this position is between $55,000 - 87,120 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually. Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws. We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Responsibilities

The Supervisor provides leadership and oversight for the Digital Sales & Retention Department, focusing on member service standards and digital growth. Responsibilities include managing team workflows, overseeing account maintenance for various financial products, and ensuring compliance with federal and state regulations.