Virtual Branch/Contact Center Manager - Remote

For over 88 years, we have worked to create trusting relationships with our fire family. The bonds we build are the foundation of our credit union. As the largest, exclusive firefighter credit union in the nation with $2.0B in assets, we serve over 64,000 members in more than 1,000 fire departments. 

Currently, we have an immediate opening for a Virtual Branch/Contact Center Manager to join our team. This is a fully remote role and will support our opening shift. The Manager will also be responsible for providing coverage for the closing shift as needed. The Virtual Branch hours are from 6am to 4:30pm PT.

Primary Responsibilities:

• Managing all call center operations which includes ensuring SLAs are met for both wait times and quality of interaction on calls.
• Effectively managing lending pipelines in the Virtual Branch.
• Working with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or carry out other required duties to support our membership.
• Analyzing call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
• Participating in special projects and perform other assignments as needed.

Leadership Responsibilities:

• Regularly meeting with each team member to ensure appropriate behaviors, schedules, and understanding of FFCU mission, vision, values are upheld including ensuring position expectations are met.
• Providing team members with training, tools, and resources to successfully perform their jobs. 
• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.  
• Providing and ensuring development opportunities are available for team members as part of their overall career pathing with the credit union.
• Leading change in department by identifying opportunities for improvement to consistently improve service levels.

Requirements:

• Education: Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or a related field is required.
• Minimum of 3 years’ experience as a call center manager or a financial services branch manager with experience working virtually.
• Experience supervising or managing employees remotely.
• Experience as an e-service manager or supervising e-service manager, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities

Benefits:

We offer exceptional benefits to our employees, including:

• Competitive salary with a pay for performance bonus
• Fully paid Medical, Dental, and Vision benefits package for employees.
• Fully paid Life insurance, AD&D, short and long-term disability coverage
• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
• Pet Insurance
• 4 weeks of PTO annually including 2 ½ days of float time.
• 9 paid holidays plus 2 half days

Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at careers@firefirstcu.org.