Job Type
Full-time
Description
Position: Manager of Virtual Services
Pay Range: $81,000 to $86,000 annually
FLSA Classification: Exempt
Benefits and Perks: - 100% covered Medical/Dental/Vision for Team Members
- 401(k) plan with match
- Profit-Sharing Plan
- Paid Holidays
- Paid Time-Off
- Loan discounts
- And more!
What You'll Do: The Manager of Virtual Services leads Foothill's remote member service channel of the virtual branch. The Manager directly supervises the virtual branch team and is partners with the Contact Center Supervisor to aide the performance of the contact center. The virtualbranch operates as a full-service branch, serving members by phone, secure messaging, and digital channels, and is held to the same sales, service, lending, and compliance standards as Foothill's physical branches. The Manager 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 every remote interaction is accurate, secure, and compliant. The Manager partners with the Director of Virtual Solutions and Branch Support, the Contact Center Supervisor, Branch Managers, Lending, Digital Banking, IT, Marketing, and Business Development to deliver a consistent member experience across all channels.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Recruit, interview, hire, onboard, and train team members in partnership with Human Resources
- Make hiring decisions for virtual branch positions and partner with the contact center supervisor to make hiring recommendations for the Contact Center staff
- Set goals, conduct performance evaluations, and administer scorecards and incentiveresults for direct reports
- Manage recognition, coaching, and corrective action, and review the Contact Center Supervisor's evaluations and corrective actions for contact center staff
- Partner with the Director of Virtual Solutions and Branch Support to coach and develop the Contact Center Supervisor in leadership, coaching, and performance management, and build leadership bench strength across both teams
- 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, product policy, and procedure changes
- Foster an engaged, accountable team culture that reflects Foothill's core values and service standards
- Partner with the Contact Center Supervisor to oversee contact center performance, including service level, average speed of answer, abandonment rate, first contact resolution, handle time, quality scores, and member satisfaction
- Oversee call volume forecasting, scheduling, and real-time queue management with the
- Contact Center Supervisor, staffing to member demand while controlling 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 that 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 and track progress and take action when results fall short
- Oversee the remote and digital account opening pipeline, ensuring applications are worked promptly, incomplete or abandoned applications are followed up, and new accounts are funded and onboarded
- Oversee loan applications taken remotely through Loan Originations Systems and remote loan closings, ensuring loan files meet quality control standards and comply with loan 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 on 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 or 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 the evaluation, implementation, and testing of new systems, vendors, and products that affect remote channels
- Ensure both teams comply with Credit Union policies and procedures and applicable laws and regulations and support audits and exams to resolve findings promptly
- Ensure member authentication procedures are followed to protect against account takeover, social engineering, and elder financial abuse, and that suspected fraud is escalated promptly
- Ensure member disputes, complaints, required disclosures, and call recordings are handled and retained in accordance with policy and regulation
- Maintain business continuity plans for the contact center and virtual branch, including call rerouting and remote work procedures
Requirements
Experience/Education Requirements:- Bachelor's degree in business, finance, or a related field preferred, or an equivalent combination of education and experience
- A minimum of five (5) years in credit union or member service operations in a financial institution, including at least three (3) years in a supervisory or management role.
- Consumer Lending and account opening experience is required.
- Experience with contact center, digital, and/or remote banking delivery (digital account opening) preferred.
- Experience in Symitar preferred.
- NMLS registration required.
Desirable certifications in the following areas:- Certified IRA Specialist
- BSA/AML certification
Required Knowledge:- 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
- 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
- Consultative sales, coaching techniques (including SBI feedback), and performance management
- Experience using ZOOM or other contact center software solutions, IVR, call recording, and workforce management tools
- Solid knowledge of California wage and hour requirements, including meal and rest periods, as they apply to scheduling and timekeeping
- Must have an exceptional understanding of bank/credit union regulations and statutes
Other Skills and Abilities:- 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, with the 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 member opportunities for financial improvement, communicate recommendations, and provide support
- Sound judgment and decision-making, including handling escalated member situations
- Change leadership skills, with the ability to launch and refine new service channels and processes
- Problem-solving skills and a proactive mindset
- Bilingual (Spanish/English) preferred
- Proficient with Microsoft Office (Word, Excel, PowerPoint), contact center and digital banking platforms, other related computer applications, and business equipment
- Must be able 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 the State of California
- Consistent attendance
Salary Description
$81,000.00 to $86,000.00 annually
