Director, Business Sales and Service

FIREFIGHTERS FIRST FEDERAL CREDIT UNION

About The Position

Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation’s largest exclusive firefighter credit union. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join a team that values its employees, invests in professional growth, and makes an impact in the firefighter community. Currently, we have an immediate opening for a Director, Business Sales and Service to join our team! The Director, Business Sales and Service is responsible for leading and optimizing the end-to-end experience for business members, integrating sales performance with operational excellence. This role drives business lending and deposit growth while ensuring seamless onboarding, responsive service delivery, and strong portfolio support. The Director partners cross-functionally to deepen relationships, enhance processes, and deliver a consistently high-value, relationship-driven experience that supports member retention, growth, and overall business performance.

Requirements

Education: Bachelor’s degree required
Minimum 5–7 years of experience in business banking or commercial lending.
Minimum 3 years of experience working at a bank or credit union.
Minimum 3 years of experience driving lending production, deposit growth, and cross-sell results.
Minimum 3 years of experience supervising teams in a sales and service environment.
Minimum 3 year of experience with small business lending processes, loan documentation, and portfolio management practices.

Responsibilities

Driving business growth results, including commercial lending, deposit growth, cross-sell performance, and internal referrals through sales leadership, relationship deepening, and consultative conversations.
Ensuring operational excellence in service delivery, maintaining high standards for responsiveness, accuracy, service level adherence, escalation management, and service recovery.
Overseeing the small business loan origination and onboarding experience, ensuring a seamless, transparent, and timely process from application through funding, account setup, and digital service activation.
Providing oversight of portfolio support functions, including setting expectations for and monitoring the use of financial statement collection as a structured member touchpoint.
Serving as business owner for key business member platforms and vendors (e.g., MeridianLink, Business Online Banking, Business Zelle), overseeing performance, issue resolution, enhancements, and member impact.
Championing continuous improvement and cross‑functional collaboration by leveraging data, automation, and process optimization to improve scalability, efficiency, and the overall business member experience.
Regularly meeting with each team member to coach and mentor to ensure alignment around FFCU’s mission, vision, and values.
Providing team members with training, tools, and resources to successfully perform their jobs.
Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.
Providing and ensuring development opportunities are available for team members as part of their overall career path with the Credit Union.
Leading change by identifying opportunities that consistently raise the bar and improve service levels.