Director of Virtual Branch

Director of Virtual Branch Lead the team. Put data into action. Make every member connection count. Reports to: Executive Director of Branch Operations Your mission Own the daily performance of our phone, messaging, and virtual-service channels. Connect people, technology, and analytics to deliver timely, accurate, welcoming member service. This is a working leadership role: you will stay close to the workflow, coach in the moment, solve problems independently, and keep the team moving forward. The non-negotiables: what you will own These responsibilities are at the heart of the role. We are looking for someone ready to take ownership. • Run the virtual branch with confidence. Direct call queues, electronic messages, staffing, schedules, workflow, service levels, and escalations. Balance speed, quality, member care, and risk every day. • Turn data into action. Interpret call-center and digital-channel results-including volume, abandonment, response time, queues, schedules, and quality. Identify root causes of service gaps, implement documented corrective actions independently, and prepare concise reports that explain results and next steps. • Coach with purpose and follow-through. Train, develop, evaluate, and hold employees accountable for service quality, accuracy, attendance, productivity, professionalism, and follow-through. Set clear expectations, give useful feedback, and address difficult conversations directly and respectfully. • Know the tools and keep them working for the team. Maintain working mastery of phone systems, core processing tools, messaging platforms, knowledge resources, spreadsheets, dashboards, and other department digital platforms. • Make quality and member protection part of every interaction. Review service interactions for accuracy, professionalism, member care, appropriate authentication, documentation, and compliance with assigned procedures. • Own escalations and effective handoffs. Resolve escalated member concerns and coordinate with frontline, lending, payment solutions, processing, compliance, and other departments to move issues toward resolution. • Build a strong, prepared team. Partner with Human Resources on hiring, onboarding, scheduling, succession planning, performance reviews, recognition, and corrective action. • Be ready when service is disrupted. Maintain business-continuity procedures for technology outages, staffing shortages, high-volume periods, and urgent member-service needs. • Deliver hands-on account and lending support. Open personal and business accounts and review and approve new accounts and loans within assigned authority and credit union procedures. • Connect members with relevant solutions. Promote credit union products and services on digital platforms and explain options clearly so members can understand how those solutions meet their needs. • Keep compliance non-negotiable. Follow applicable policies and regulatory requirements, including member privacy, identity verification, Bank Secrecy Act (BSA) and anti-money laundering (AML) responsibilities, OFAC requirements, fair-lending principles, and consumer protections relevant to assigned duties. The capabilities you must bring • Analytical judgment: Call-center analytics and workforce-management skills that help you connect the numbers to practical decisions. • People leadership: Coaching, training, performance management, and difficult-conversation skills that create clear expectations and reliable follow-through. • Digital fluency: Confidence using phone systems, messaging platforms, spreadsheets, dashboards, and digital tools. • Banking and member-service knowledge: The ability to explain complex information clearly and provide thoughtful, accurate assistance. • Professional maturity: Discretion, emotional regulation, and fact-based decision-making-even when situations are challenging. • Balanced decision-making: The ability to protect service speed, quality, member care, risk management, and employee development without losing sight of any of them. Experience that prepares you to succeed Minimum qualifications • Three years of progressively responsible banking, credit union, financial-services, contact-center, or closely related experience. • Two years of supervisory, team-lead, coaching, or people-management responsibility. • Demonstrated experience using contact-center metrics and technology to improve service or workflow. • High school diploma or equivalent; relevant college education or specialized training may strengthen your qualifications. Preferred qualifications • Leadership experience in a credit union or community financial institution. • Experience with modern operating systems and tools, integrated phone systems, a core banking platform, digital account opening, or comparable tools. • Bachelor's degree or an equivalent combination of education and directly relevant experience. What success looks like Members receive timely, accurate, courteous assistance they can understand. Employees know the standards and receive consistent coaching and accountability. Leadership gets clear analysis and actionable recommendations-not unexplained numbers. Technology supports the workflow, and recurring problems are addressed at their source. Working in this role • Communicate regularly by telephone, video, messaging, email, and in person, exchanging accurate information with or without reasonable accommodation. • Use computers, headsets, phone systems, dashboards, and office equipment for extended periods. • Respond to operational needs outside the normal schedule when authorized and necessary. • Protect confidential member, employee, security, and organizational information. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ready to lead from the front? Bring your analytical mindset, hands-on leadership, and commitment to member care to Bridgeway Credit Union. Help us turn every call, message, and virtual interaction into a service experience members can count on.