Virtual Services Manager

Atlantic Federal Credit Union•South Portland, ME

About The Position

Ready to run a fast-moving virtual banking operation and shape how our members bank from anywhere? Atlantic Federal Credit Union is looking for a Virtual Services Manager to lead our expanding digital and call center channels, and make sure every interaction feels seamless, human, and helpful. If you love people, tech, and fixing what’s clunky, this role gives you room to build, improve, and leave your fingerprints all over our members’ experience. What You’ll Do Lead a High-Impact Virtual Team Lead, coach, and develop a team of virtual banking pros. Creating an environment where learning, ownership, and great service are the norm, not the exception. Make sure your team really knows our products so they can spot needs and match members with smart solutions. Partner with Team Leads to keep a close eye on service quality, accuracy, and compliance. Make Operations Run Smoothly Work across departments to simplify processes and remove friction from the member journey. Jump on operational issues quickly and keep the team aligned with policies and procedures. Track, interpret, and share performance metrics with leadership so everyone knows what’s working, and what’s not. Turn Data into Action Own dashboards and analytics for call center and digital channel performance. Spot trends, highlight wins, and flag opportunities for improvement. Pitch in across the broader Member Experience team where your skills can move the needle. Be a Connector in the Community & Business Space Show up at community events as a visible, approachable face of Atlantic. Partner with our Commercial Team to deepen business relationships and support business banking growth. What Success Looks Like You’ll thrive in this role if you: Deliver consistently great member experiences that reflect Atlantic’s mission and service standards. Stay a step ahead, anticipating needs, suggesting new ideas, and leaning into change instead of resisting it. Communicate clearly, build trust quickly, and represent your team well at every level of the organization. Grow your people through coaching, smart delegation, and genuine empowerment. Atlantic FCU proudly offers equal opportunity employment. Why Atlantic? Atlantic is built on a simple idea, of helping people do better. Here, you’ll: Help members strengthen their financial well-being every single day. Work in a culture that values your voice, invests in your growth, and gives you room to succeed. · Join a team that takes community seriously and backs it up with action.

Requirements

5–8 years of experience in virtual banking, call center leadership, financial services, or a similar environment.
An associate degree OR equivalent certifications/specialized training.
Strong people and communication skills, you know how to lead, influence, and build relationships.
Comfort in a fast-paced, evolving environment and the ability to guide your team confidently through change.

Responsibilities

Lead, coach, and develop a team of virtual banking pros.
Creating an environment where learning, ownership, and great service are the norm, not the exception.
Make sure your team really knows our products so they can spot needs and match members with smart solutions.
Partner with Team Leads to keep a close eye on service quality, accuracy, and compliance.
Work across departments to simplify processes and remove friction from the member journey.
Jump on operational issues quickly and keep the team aligned with policies and procedures.
Track, interpret, and share performance metrics with leadership so everyone knows what’s working, and what’s not.
Own dashboards and analytics for call center and digital channel performance.
Spot trends, highlight wins, and flag opportunities for improvement.
Pitch in across the broader Member Experience team where your skills can move the needle.
Show up at community events as a visible, approachable face of Atlantic.
Partner with our Commercial Team to deepen business relationships and support business banking growth.