Director of Remote Service Delivery

TAPCO Credit Union•University Place, WA

10d•$96,075 - $107,045•Onsite

About The Position

The Director of Remote Service Delivery ensures TAPCO members receive consistent, high-quality support across our Contact Center and Digital Service delivery channels. This role focuses on empowering teams to build strong member relationships, deliver service aligned with TAPCO’s standards, and continuously improve efficiency and effectiveness. Through thoughtful leadership, training, and performance guidance, the Director fosters a culture of communication, accountability, and digital adoption that enables staff and members to confidently interact in a remote environment.

Requirements

A two-year college degree, equivalent certification, or experience.
5 – 8 years financial institution experience with an emphasis on managing service to sales operations and digital engagement.
Knowledge of consumer lending practices and federal/state consumer lending regulations.
Excellent interpersonal, leadership, supervisory skills and experience managing others.
Ability to use related computer software, Microsoft Office products and business equipment
Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.

Responsibilities

Integrate diversity, equity, inclusion, belonging, and accessibility (DEIBA) principles into daily work, decision-making, and team practices.
Demonstrate daily leadership through clear communication, accountability, and role-model behavior. Cultivate a positive, transparent environment that supports trust, engagement, and high performance aligned with TAPCO’s mission.
Lead, coach, and mentor staff through daily feedback, constructive performance conversations, and ongoing development. Support team members in achieving individual growth and maintaining high engagement.
Develop and guide high-performing service teams to deliver exceptional member experiences across remote channels, promote digital adoption, and effectively cross-sell credit union products and services.
Set clear team goals and performance expectations. Monitor individual and team results, analyze effectiveness, and implement strategies to achieve service, sales, and operational benchmarks.
Partner collaboratively with branches and cross-functional departments to ensure seamless member experience and operational alignment.
Conduct training on digital and self-service features for all frontline teams to increase staff proficiency, enhance member confidence, and drive digital adoption.
Develop, maintain, and communicate operational strategies, policies, and procedures that reflect regulatory requirements, industry best practices, and credit union initiatives.
Maintain working knowledge of all member experience operations and provide member support when needed to ensure continuity of service.
Collaborate with senior leadership to develop and manage the annual budget and ensure appropriate use of department resources.
Partner with Human Resources on issues requiring specialized support. Report safety or legal concerns promptly and escalate patterns of risk or non-compliance. Collaborate with HR on employment decisions and changes.
Ensure adherence to all federal, state, and local laws and regulations, including BSA and OFAC requirements relevant to the role.
Maintain expert knowledge of credit union products, services, policies, and procedures, and model adherence to operational and regulatory standards.
Manage vendor relationships to support service delivery and operational needs.
Perform other duties as assigned to support departmental and organizational objectives.

Benefits

100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees.
50% Employer-paid spouse coverage.
65% Employer-paid dependent children coverage
Flexible Spending Account (FSA)
Dependent Care FSA
Health Savings Account (HSA)
401(k) Plan with up to 7% match
100% Employer-Paid Life Insurance/AD&D package
Paid Vacation and Sick Time
11 Paid Holidays + 1 Floating Holiday
Optional Short- and Long-Term Disability
Employee Assistance Program
40 paid volunteer hours
Shared Bonus Plan (when company goals are achieved)