Manager of Virtual Services

Foothill Credit Union•Arcadia, CA

9d•$81,000 - $86,000

About The Position

The Manager of Virtual Services leads Foothill Credit Union’s virtual branch and remote member service channel. The virtual branch operates as a full-service branch, serving members by phone, secure messaging, and digital channels while meeting the same sales, service, lending, and compliance standards as physical branches. The Manager directly supervises the virtual branch team and partners with the Contact Center Supervisor to support contact center performance. The role builds a consultative, relationship-focused culture across both teams; manages staffing and service levels; drives growth in memberships, deposits, loans, and digital adoption; and ensures remote interactions are accurate, secure, and compliant. The Manager 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. The position oversees team leadership, contact center operations and quality assurance, full-service remote banking, digital account opening, remote lending, compliance, performance reporting, process improvements, budgets, system implementations, and business continuity. The role requires a flexible schedule that may include occasional evenings and weekends.

Requirements

A minimum of five years in credit union or member service operations 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 using 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.
Proven ability to lead, coach, motivate, and hold teams accountable, including leading 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 skills and ability to launch and refine service channels and processes.
Problem-solving skills and a proactive mindset.
Proficiency with Microsoft Office (Word, Excel, PowerPoint), contact center and digital banking platforms, related computer applications, and business equipment.
Ability to follow established credit union policies and practices and legal and regulatory requirements.
Ability to use discretion when handling confidential information.
Self-motivated and frequently demonstrates initiative.
Ability to 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 to carry out essential job-related functions; if operating a motor vehicle, must have a valid driver's license and proof of at least minimum automobile insurance coverage as 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 positions and 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, and partner with the Director of Virtual Solutions and Branch Support to develop the supervisor’s leadership and performance-management skills.
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, products, policies, and procedure changes, and foster an engaged and accountable team culture.
Partner with the Contact Center Supervisor to oversee performance metrics, including service level, average speed of answer, abandonment rate, first contact resolution, handle time, quality scores, and member satisfaction.
Oversee call forecasting, scheduling, and real-time queue management with the Contact Center Supervisor; staff to 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 and escalated member concerns and complaints are resolved and documented.
Maintain contact center procedures, call guides, and knowledge resources, and 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 through 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 remote and digital account opening, including prompt application processing, follow-up on incomplete or abandoned applications, and funding and onboarding of new accounts.
Oversee remote loan applications through Loan Originations Systems and remote loan closings, ensuring loan files meet quality control standards and comply with policies and procedures.
Ensure remote identity verification, Customer Identification Program (CIP), and fraud prevention procedures are followed for every non-face-to-face interaction.
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.
Participate in evaluating, implementing, and testing systems, vendors, and products that affect 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 according to policy and regulation.
Maintain business continuity plans for the contact center and virtual branch, including call rerouting and remote work procedures.