[Hiring] Manager, Senior Relationship Specialist @FIREFIGHTERS FIRST FEDERAL CREDIT UNION

Role Description

Are you a dynamic and enthusiastic leader with a passion for serving the community? Currently, we have an immediate opening as a Manager, Senior Relationship Specialists to join our team! The Manager, Senior Relationship Specialists (SRS) is responsible for leading the Senior Relationship Specialist team on a national level to drive membership growth, deepen member relationships, and support regional business development efforts in partnership with the Personal Service Manager (PSM) and National Expansion teams through proactive virtual engagement.

• Leading inbound and outbound member engagement for the Senior Relationship Specialist team, ensuring representatives deliver responsive, consultative, and consistent service across all member-facing interactions.
• Setting daily priorities, performance expectations, and service standards for the team to achieve growth, production, quality, and member experience objectives.
• Directing proactive outreach, virtual appointments, campaign follow-up, and relationship-deepening activities that support new memberships, product adoption, and stronger member relationships.
• Partnering with Business Development, Personal Service Managers, National Expansion, and other member-facing teams to align outreach efforts, coordinate warm handoffs, and support regional growth strategies.
• Developing and maintaining reporting on outreach activity, inbound service trends, lead conversion, pipeline performance, campaign results, member outcomes, and key service metrics to support accountability, coaching, and data-informed decision-making.
• Owning and coordinating resolution of complex member inquiries, service issues, and escalations by partnering with internal teams to ensure timely follow-up, clear communication, and a positive member experience.
• Representing the team in strategic initiatives, special projects, and cross-functional efforts that advance member engagement, operational effectiveness, and Credit Union growth.

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.

Qualifications

• Education: Bachelor’s degree.
• Minimum of 3 years’ experience as a call center representative or a financial services branch representative.
• Experience 2 years’ managing employees.
• Experience as an e-service representative or supervising e-service representatives, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities.
• All candidates must be bondable and maintain bondable status throughout employment in accordance with credit union regulatory requirements.

Benefits

• 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.