Director of Digital Services
 OnPath Federal Credit Union | |
life insurance, sick time, 401(k)
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 United States, Louisiana, Metairie | |
| 3131 N. I-10 Service Rd. E. (Show on map) | |
 May 21, 2025 | |
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At OnPath Credit Union, we share a passion for delivering exceptional service.
Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success.
If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!
Voted eleven years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:
Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.
We have an open position for a Director of Digital Services with the initial salary of $82,173.08 to $102,716.35/year, with consideration for skills and experience.
SCOPE:
As an E.P.I.I.C. Team Member of OnPath FCU, you will play a vital role of delivering the member experience every day to over 90,000 members! Making a difference in peoples' lives is just the start as you will be entrusted with the knowledge of how to help them with their finances while contributing back to the community you live in.
The Director of Digital Services is responsible for overseeing the operations of OnPath's digital banking services, including the contact center, Interactive Teller Machine (ITM) operations, and the digital sales team. This role is accountable for delivering EPIIC member service by consistently meeting or exceeding Service Level Agreements (SLAs), enhancing call performance, and leveraging technology to improve operational efficiency and achieve key performance metrics. Major Duties and Responsibilities
Provide proactive and results-oriented leadership to coach, mentor, and support team members in delivering high-value member interactions. Set clear goals, delegate responsibilities, and promote accountability while maintaining open lines of communication. Conduct regular team meetings to review policies, procedures, performance updates, and departmental changes. Identify individual and team training needs and implement development initiatives, including cross-training opportunities.
Lead daily operations of digital services including call center support, ITM functions, and digital sales initiatives. Monitor and optimize performance to meet or exceed Service Level Agreements (SLAs), ensuring a seamless and effective member experience.
Cultivate a strong digital-first sales and service culture that fosters sustained member satisfaction and organizational growth. Promote service consistency and excellence by aligning team behaviors with credit union values and member expectations.
Design and implement strategies to improve the digital member experience using data-driven insights from member behavior and market trends. Leverage emerging technologies and tools to increase operational efficiency and service delivery.
Develop, track, and report on key performance indicators (KPIs) including: -Call efficiency and resolution -Abandonment rates -Member wait times -Staffing utilization and scheduling -Employee engagement and retention Use insights from KPIs and feedback to drive performance improvement initiatives.
Establish ongoing quality assurance and continuous improvement programs by analyzing member feedback and interaction trends. Prepare and submit timely, accurate reports and operational summaries as required by leadership.
Knowledge and Skills
Experience Five years to eight years of similar or related experience, including preparatory experience. Education/Certifications/Licenses A high school degree or equivalent Interpersonal Skills A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers. Other Skills Strong understanding of digital banking platforms, ITM operations, and CRM tools. Proven track record of developing high-performing teams and achieving service and sales metrics. Excellent leadership, coaching, and communication skills. Strong analytical mindset and ability to leverage data to inform decision-making. ADA Requirements
Physical Requirements Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. | |