Manager – Virtual Services

🔥 4 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $81k - $86k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Foothill Credit Union

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1958

🏦 Banking

💸 Finance

Banking • Finance

Foothill Credit Union is a full-service, member-owned financial institution that provides retail banking and lending products to individuals, with a focus on employees of partner hospitals, school districts and more than 250 employer groups. It offers deposit accounts (checking, savings, CDs, money market), consumer loans (mortgages, home equity, auto, personal loans, refinance), credit and debit cards, retirement and investment services, and online/mobile banking and financial education. Funds are federally insured by the NCUA.

📋 Description

• Lead Foothill's remote member service channel and directly supervise the virtual branch team • Partner with the Contact Center Supervisor to support contact center performance • Build a consultative, relationship-focused culture across both teams • Manage staffing and service levels while driving growth in memberships, deposits, loans, and digital adoption • Recruit, interview, hire, onboard, and train team members with Human Resources • Set goals, conduct performance evaluations, administer scorecards and incentive results, and manage coaching and corrective action • Coach and develop the Contact Center Supervisor and build leadership bench strength • Observe member interactions and provide SBI-model coaching • Lead team meetings and huddles covering goals, promotions, campaigns, products, policies, and procedures • Oversee contact center metrics including service level, average speed of answer, abandonment rate, first contact resolution, handle time, quality scores, and member satisfaction • Oversee forecasting, scheduling, real-time queue management, staffing, and overtime control • Establish and maintain the quality assurance program • Ensure calls, callbacks, voicemails, and secure messages are handled promptly; resolve and document escalated concerns and complaints • Maintain contact center procedures, call guides, and knowledge resources; partner with IT and vendors on ZOOM, IVR, call routing, and call recording • Lead full-service remote account opening, lending, and member service through phone, video, chat, secure messaging, and online/mobile banking • Achieve goals for memberships, deposits, loans, cross-selling, and digital adoption • Oversee remote/digital account opening and loan application pipelines, including remote loan closings and quality control • Ensure identity verification, CIP, fraud prevention, authentication, dispute, complaint, disclosure, and call-recording procedures comply with policy and regulations • Promote online/mobile banking, e-statements, card controls, and self-service tools • Partner with Digital Banking, Marketing, and Business Development on campaigns and onboarding programs • Report service, sales, quality, productivity, and staffing results to the Director of Virtual Solutions and Branch Support • Analyze call drivers, feedback, and trends to recommend process and technology improvements • Participate in budget development and evaluate, implement, and test new systems, vendors, and products • Support audits and exams, resolve findings, and maintain business continuity plans including call rerouting and remote-work procedures

🎯 Requirements

• Bachelor's degree in business, finance, or a related field preferred, or an equivalent combination of education and experience • A minimum of five (5) years in credit union or member service operations in a financial institution, including at least three (3) years in a supervisory or management role • Consumer Lending and account opening experience is required • Experience with contact center, digital, and/or remote banking delivery (digital account opening) preferred • Experience in Symitar preferred • NMLS registration required • Desirable certifications: Certified IRA Specialist; BSA/AML certification • Demonstrated success leading teams to meet or exceed sales, service, and productivity goals • Thorough knowledge of Credit Union products, services, and policies • Strong knowledge of operations and metrics, including forecasting, scheduling, service level management, and quality assurance • Knowledge of virtual and digital banking delivery, including remote account opening, identity verification, and electronic signatures • Strong working knowledge of consumer lending, account opening, and member onboarding • Knowledge of consultative sales, coaching techniques including SBI feedback, and performance management • Experience using ZOOM or other contact center software solutions, IVR, call recording, and workforce management tools • Solid knowledge of California wage and hour requirements, including meal and rest periods • Exceptional understanding of bank/credit union regulations and statutes • Excellent verbal and written communication, customer service, and interpersonal skills • Proven ability to lead, coach, motivate, and hold teams accountable, including leading through a supervisor • Strong analytical skills using data and reports to manage performance and staffing • Ability to manage multiple priorities in a fast-paced, real-time service environment • Ability to identify member opportunities for financial improvement, communicate recommendations, and provide support • Sound judgment and decision-making, including handling escalated member situations • Change leadership and problem-solving skills • Bilingual (Spanish/English) preferred • Proficient with Microsoft Office, contact center and digital banking platforms, related computer applications, and business equipment • Ability to follow established credit union policies, legal, and regulatory requirements • Ability to handle confidential information with discretion • Ability to work a flexible schedule, including occasional evenings and weekends • Must have transportation when needed; valid driver's license and minimum automobile insurance required if operating a motor vehicle • Consistent attendance

🏖️ Benefits

• 100% covered Medical/Dental/Vision for Team Members • 401(k) plan with match • Profit-Sharing Plan • Paid Holidays • Paid Time-Off • Loan discounts

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