Virtual Services Manager

Role Overview: Leads the virtual branch by partnering with the contact center supervisor to deliver consistent, accurate, secure, and compliant member service across various channels, including phone, secure messaging, and digital platforms.

Key Responsibilities

• Supervises and develops teams to ensure high performance and service quality.
• Manages staffing levels to meet service demands and maintain operational efficiency.
• Drives growth in membership, deposits, lending, and digital adoption to support organizational goals.

Qualifications & Skills

• Strong leadership and team management abilities.
• Excellent communication skills across digital and verbal channels.
• Knowledge of financial products, services, and compliance standards.
• Ability to analyze service metrics and implement improvements.