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Job Openings: Director of Remote Member Service and Solutions (Chesapeake)

Announcement Number:2022-30
Announcement Date:April 13, 2022
Location of Position:Chesapeake
Salary:Based on experience
Days:Based on need
Hours:Based on need


ABNB Federal Credit Union is currently seeking a Director of Remote Member Service and Solutions to ensure an exemplary member experience by directing and managing the remote retail service channels, including the Member Service Center. Provide timely and efficient member service via all remote member engagement channels. Effectively collaborates to evolve and implement a digital-first product and service design strategy. Assist and advise the Vice President of Service and Solutions, as well as other operating units within the organization to help achieve the credit union's goals to include: Digital Banking Strategy & Performance, Member/User Remote Experience Management, Third-party Partnerships, Support and Collaboration on Product Development and Implementations, and Budget and Cost Management.

Major Responsibilities

  • Lead, develop, and collaborate with enterprise professionals responsible for the evolution, performance, experience, and competitive positioning of all remote service channels. These areas include but are not limited to: online/mobile banking, relationship management, related software utilization and efficiency. Develop and execute strategic roadmaps that support corporate objectives and departmental goals in proactively partnering with vendors (such as fintech's) to offer key ancillary products and services. Coordinates with marketing, departments, and business partners to drive member awareness, adoption, and engagement. Leverage analytics to make informed business decisions and monitor performance of channels, features, and marketing partnership efforts. Collaborate with enterprise business units to support vendor relationships, research, evaluate, recommend, and manage implementation of electronic products and services. Lead efforts to ensure members have competitive products/services that effectively meet their needs. Recommend improvements based upon member and product feedback, analytical conclusions, and an understanding of the business.
  • Lead the Member Service Center (MSC) and eBranch to ensure exemplary service is provided to members for all inbound/outbound calls and via remote channels through proper staffing and employee development. Manages the preparation of reports and analyzes remote channel data to improve processes, ensure resources are properly allocated, maximize efficiency and enhance member satisfaction. Coordinates and proactively communicates within the department and with other departments/branches to resolve member service issues that hinder member satisfaction and continued use. Resolves complex operational and member concerns, advising members and staff, using working knowledge of financial services.
  • Analyzes statistics and data from all sources to handle service volumes and ensure an excellent member experience via all remote service channels. Responds to changes in the retail banking and technology industry, ensuring agile, rapid responses to a constantly evolving environment. Recommends and drives efficiencies. Ensures collaboration, knowledge sharing and digital best practices between leaders, departments and staff. Evaluates member and employee feedback and ensues effective member solutions.
  • Collaborates with the Product Development Team on product strategy from a member perspective. Aligns remote member service activities and initiatives to support the objectives of the credit union and drive member satisfaction.
  • Provides leadership, guidance and coaching for employee development and advancement to ensure established service standards and goals are met or exceeded. Promotes a member-centric, first touch resolution and digital first culture across the enterprise.
  • Oversees and manages the departmental budget. Analyzes and controls expenditures of the department to conform to budgetary requirements.
  • Performs other job related duties as assigned.


Position Requirements

  • Equivalent to a college degree (BS or BA in a relevant field). Degree in business administration, management, or related is desired.
  • Eight to Ten years of similar or related experience
  • Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions. Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position.
  • Requires a strong working understanding of technology and how it can be used to deliver
    credit union services.
  • Thorough knowledge of financial regulations, compliance rules, and policies/procedures.
  • Possess good analytical abilities to make decisions and resolve problems.
  • Possess organizational and time management skills.
  • Excellent written and oral communication skills, interpersonal skills to supervise staff and communicate effectively with the members.
  • Must be able to operate office equipment and related software programs and calculator with average speed and accuracy.
  • Must have a valid driver’s license, and ability to commute to various branch locations
  • Physical qualifications include sitting and/or standing for extended periods of time at a computer or within a department, and being able to lift/carry up to 15 pounds.

*Hybrid Position - Remote and Office

Misc Comments:

Employee Perks

  • Employee Benefits (401k plans and match opportunities / Company paid Short-Term and Long-Term Disability / Tuition reimbursement / Affordable health insurance options)
  • Competitive compensation with opportunities for annual raises and promotions
  • Community focused culture that allows networking and involvement in Hampton Roads and Parts of North Carolina
  • An employee-focused, diverse, and member relationship driven workplace environment


Human Resources will only contact qualified candidates upon receipt and review of your résumé. No phone calls please.

** Apply directly at: www.abnbfcu.org/careers **

How to Apply

Upload Your Resume for Director of Remote Member Service and Solutions (Chesapeake)

Carefully read the above posting for specific information on how to apply for this position. If the credit union requests you apply through their website or directly through email to one of their staff members, please use that method to ensure timely consideration for the position you seek.

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