Manager of Virtual Services

Foothill Federal Credit Union•Arcadia, CA

About The Position

The Manager of Virtual Services leads Foothill Credit Union’s remote member-service channel, the virtual branch, and directly supervises its team. The position also partners with the Contact Center Supervisor to support contact center performance. The virtual branch provides full-service support by phone, secure messaging, and digital channels and is held to the same sales, service, lending, and compliance standards as physical branches. The Manager builds a consultative, relationship-focused culture across both teams; manages staffing and service levels; supports growth in memberships, deposits, loans, and digital adoption; and ensures remote interactions are accurate, secure, and compliant. The role works with the Director of Virtual Solutions and Branch Support, Contact Center Supervisor, Branch Managers, Lending, Digital Banking, IT, Marketing, and Business Development to provide a consistent member experience across channels. This is an exempt, full-time position with an annual pay range of $81,000 to $86,000. A flexible schedule, including occasional evenings and weekends, may be required to support virtual branch and contact center hours.

Requirements

At least five years of credit union or member-service operations experience in a financial institution, including at least three years in a supervisory or management role.
Consumer lending and account-opening experience.
NMLS registration.
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 with ZOOM or other contact center software, IVR, call recording, and workforce management tools.
Knowledge of California wage-and-hour requirements, including meal and rest periods as they apply to scheduling and timekeeping.
Exceptional understanding of bank and credit union regulations and statutes.
Excellent verbal and written communication, customer service, and interpersonal skills.
Ability to lead, coach, motivate, and hold teams accountable, including through a supervisor.
Strong analytical skills and ability to use data and reports to manage performance and staffing.
Ability to manage multiple priorities in a fast-paced, real-time service environment.
Ability to identify members’ financial-improvement opportunities, communicate recommendations, and provide support.
Sound judgment and decision-making, including in escalated member situations.
Change-leadership, problem-solving, and proactive skills, including the ability to launch and refine service channels and processes.
Proficiency with Microsoft Office (Word, Excel, PowerPoint), contact center and digital banking platforms, related computer applications, and business equipment.
Ability to follow credit union policies, practices, and legal and regulatory requirements; use discretion with confidential information; demonstrate initiative; and maintain good working relationships with team members, members, business partners, and vendors.
Ability to work a flexible schedule, including occasional evenings and weekends, to support contact center and virtual branch hours.
Must have a method of transportation when needed for essential job-related functions; if operating a motor vehicle, must have a valid driver’s license and proof of at least the minimum automobile insurance coverage required by California.
Consistent attendance.

Nice To Haves

Bachelor’s degree in business, finance, or a related field; an equivalent combination of education and experience is also accepted.
Experience with contact center, digital, and/or remote banking delivery, including digital account opening.
Experience with Symitar.
Certified IRA Specialist certification.
BSA/AML certification.
Bilingual Spanish/English.

Responsibilities

Recruit, interview, hire, onboard, and train team members in partnership with Human Resources; make hiring decisions for virtual branch roles and collaborate on hiring recommendations for contact center staff.
Set goals, conduct performance evaluations, administer scorecards and incentive results, and manage recognition, coaching, and corrective action for direct reports; review the Contact Center Supervisor’s evaluations and corrective actions for contact center staff.
Coach and develop the Contact Center Supervisor in leadership, coaching, and performance management, and build leadership bench strength across both teams.
Observe live and recorded member interactions and provide timely, specific coaching using the Situation-Behavior-Impact (SBI) feedback model.
Lead team meetings and huddles to communicate goals, promotions, campaigns, product policies, and procedure changes; foster an engaged and accountable culture reflecting Foothill’s values and service standards.
Partner with the Contact Center Supervisor to oversee contact center performance, including service level, average speed of answer, abandonment rate, first contact resolution, handle time, quality scores, and member satisfaction.
Oversee call-volume forecasting, scheduling, and real-time queue management; align staffing with member demand, control overtime, and ensure compliance with California meal and rest period requirements.
Establish and maintain the quality assurance program, including call-monitoring standards, scoring, calibration, and follow-up coaching.
Ensure calls, callbacks, voicemails, and secure messages are handled promptly; resolve and document escalated member 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 the virtual branch as a full-service branch, delivering account opening, lending, and member service by phone, video, chat, secure messaging, and online and mobile banking.
Achieve virtual branch goals for new memberships, deposit growth, loan production, and cross-selling; track progress and take action when results fall short.
Oversee the remote and digital account-opening pipeline, ensuring applications are processed promptly, incomplete or abandoned applications are followed up, and new accounts are funded and onboarded.
Oversee remotely received loan applications through Loan Originations Systems and remote loan closings; ensure loan files meet quality-control standards and comply with loan policies and procedures.
Ensure remote identity verification, Customer Identification Program (CIP), and fraud-prevention procedures are followed for non-face-to-face interactions.
Promote digital adoption by ensuring staff educate members about online and mobile banking, e-statements, card controls, and self-service tools.
Partner with Digital Banking, Marketing, and Business Development on campaigns, outbound outreach, and new-member onboarding programs.
Monitor and report service, sales, quality, productivity, and staffing results for both teams to the Director of Virtual Solutions and Branch Support.
Analyze call drivers, member feedback, and trends to recommend process improvements, self-service options, and technology enhancements.
Participate in budget development for the contact center and virtual branch and in the evaluation, implementation, and testing of systems, vendors, and products affecting remote channels.
Ensure both teams comply with credit union policies and procedures and applicable laws and regulations; support audits and examinations and resolve findings promptly.
Ensure member authentication procedures protect against account takeover, social engineering, and elder financial abuse, and promptly escalate suspected fraud.
Ensure member disputes, complaints, required disclosures, and call recordings are handled and retained in accordance with policy and regulation.
Maintain business continuity plans for the contact center and virtual branch, including call rerouting and remote-work procedures.