Virtual Experience Manager

SRP FEDERAL CREDIT UNION•North Augusta, SC

About The Position

The primary role of the Virtual Experience Manager is to support in all areas regarding ITMs and Virtual Tellers. This person will be the point of contact for any questions or escalated issues that may arise. The Virtual Experience Manager will provide support to all Virtual Tellers and collaborate with various departments and vendors to ensure goals and standards are being met.

Requirements

7+ years of management or equivalent experience
2+ years of member/customer service experience
2+ years in financial services.
Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint)
Strategic thinker with excellent judgment and a hands-on approach to execution.
Strong interpersonal and collaboration skills, with the ability to influence across departments.
Effective project management abilities with a focus on outcomes and accountability.
Clear, persuasive communicator with the ability to represent the credit union at all organizational levels and in the community.
Excellent written and verbal communication.
Strong problem-solving and decision-making skills.
Member- and mission-focused, with a passion for innovation and community impact.
High level of initiative, creativity, and follow-through.
May be required to stand, use hands, and reach with arms.
May be required to walk, stoop, kneel, or crouch; occasionally required to sit, climb, or balance.
Must be able to lift up to 25 lbs.
Requires ability to communicate effectively in person, on the phone, and via digital channels.
Vision requirements include close, distance, and peripheral vision, as well as depth perception and focus adjustment.

Nice To Haves

2+ previous teller experience in a financial institution preferred
Bachelor’s degree preferred or equivalent combination of education and experience
Experience with Symitar Episys Core Banking software or similar financial services systems (preferred)
Familiarity with cash handling systems
Basic accounting and balancing software knowledge
Ability to use digital banking platforms (online and mobile banking tools)
Experience with document imaging and scanning systems
Knowledge of CRM software for member/customer interactions
Proficient in email and calendar management tools
Basic troubleshooting of office equipment (printers, scanners, etc.)
Awareness of security and fraud detection tools

Responsibilities

Responsible for offering Credit Union products and services to current and potential members.
Credit Union services are to be promoted using the “member benefit-based approach.”
Fully complies with all SRP Credit Union policies, procedures, guidelines, and service standards, including but not limited to the Bank Secrecy Act, the Patriot Act, and OFAC Policies.
Represents the Credit Union professionally and courteously to members and potential members.
Provides prompt, efficient, accurate, and friendly service in processing transactions.
Provides strategic leadership and operational oversight for all Virtual Experience functions, ensuring alignment with SRP Credit Union’s mission, service standards, and annual strategic objectives.
Oversees in tandem with the ITM Manager, the performance, functionality, and service delivery of ITMs and digital service channels.
Drives timely resolution of technical and operational issues while identifying and correcting workflow gaps to maintain operational excellence.
Directs daily Virtual Experience operations, ensuring proper staffing, workflow efficiency, service quality, and achievement of established sales and service goals.
Develops, coaches, and mentors Virtual staff through structured onboarding, post-training reinforcement, continual performance coaching, and career development planning.
Conducts daily team huddles, monthly staff meetings, and monthly one-on-one meetings to communicate goals, reinforce expectations, provide performance feedback, and support professional growth.
Provides consistent, actionable feedback that improves individual and team performance while fostering accountability and engagement.
Manages and maintains the Virtual Teller schedule in advance to ensure proper coverage, operational efficiency, and promotion of work-life balance.
De-escalates complex member concerns and complaints that require leadership intervention, resolving issues through comprehensive knowledge of Credit Union products, services, policies, and procedures to ensure member satisfaction and retention.
Sets the standard for exceptional member service by always maintaining a professional image and demeanor at all times.
Ensuring friendly, caring, and solution-focused service for both internal and external members.
Ensures team members effectively utilize knowledge of Credit Union products and services to identify member needs, provide appropriate solutions, and follow through to resolution.
Maintains visibility in member interactions, including the ability to perform Virtual Teller transactions (deposits, withdrawals, payments, and related services) as operational needs require.
Oversees recruiting, interviewing, hiring, onboarding, performance evaluations, corrective actions, and succession planning to build and sustain a high-performing team.
Conducts timely and constructive performance appraisals and facilitates meaningful career development discussions that guide growth and leadership readiness.
Completes and ensures team completion of required regulatory and compliance training on a semi-annual or assigned basis.
Promotes a positive, engaged team culture grounded in professionalism, collaboration, accountability, continuous improvement, and a “One Team” philosophy.
Performs additional leadership duties and responsibilities as assigned by executive leadership.
Drives consultative sales performance by motivating the team to uncover member needs and recommend products and services that enhance financial well-being, contributing meaningfully to departmental and organizational goals.
Analyzes operational and performance metrics to identify trends, improve productivity, enhance digital engagement, and strengthen the overall member experience.
Participates in system upgrades, testing of new digital equipment, and implementation of new technologies to continuously improve Virtual Experience operations.
Builds collaborative relationships across departments and within the community to support Digital Branch growth, digital adoption, and organizational initiatives.
Provides strategic leadership and operational oversight for all Digital Branch functions, ensuring alignment with SRP Credit Union’s mission, service standards, and annual strategic objectives.
Analyzes and identifies workflow gaps while implementing sustainable operational improvements.
Leads the successful rollout, optimization, and ongoing performance of Interactive Teller Machines (ITMs) in partnership with IT, vendors, branches, and other business units to ensure seamless implementation and minimal member disruption.
Uses creativity and innovation to drive virtual teller engagement and member knowledge.
Uses creativity and innovation to implement process improvements and digital enhancements that elevate efficiency and meet evolving member expectations.
Analyzes ITM usage trends, member interaction data, and service metrics to identify growth opportunities and emerging member needs.
Partners with Marketing to align Virtual Branch initiatives, promotions, and campaigns with member insights and organizational strategy.
Provides frontline feedback on member sentiment, adoption barriers, and service trends to inform marketing and product decisions.
Monitors campaign effectiveness, product penetration, and cross-sell performance within the Virtual Experience channel.
Supports digital adoption and engagement strategies through targeted outreach and team alignment with brand messaging.
Ensures full compliance with all applicable regulatory requirements and Credit Union policies and procedures, including but not limited to BSA, AML, OFAC, USA Patriot Act, and internal security protocols.
Serves as Branch Security Officer for the Virtual Branch, ensuring team readiness in fraud detection, robbery procedures, regulatory safeguards, and operational security protocols.
Monitors operational risk, identifies potential vulnerabilities, and implements corrective actions to mitigate exposure.
Ensures timely completion of required compliance training and maintains audit readiness across the Virtual Experience team.