BRIDGEWAY CREDIT UNION

Director

• Direct call queues, electronic messages, staffing, schedules, workflow, service levels, and escalations
• Interpret call-center and digital-channel results, identify root causes, implement corrective actions, and prepare reports
• Train, develop, evaluate, and hold employees accountable for service quality, accuracy, attendance, productivity, professionalism, and follow-through
• Maintain working mastery of phone systems, core processing tools, messaging platforms, knowledge resources, spreadsheets, dashboards, and other digital platforms
• Review service interactions for accuracy, professionalism, member care, authentication, documentation, and compliance
• Resolve escalated member concerns and coordinate with frontline, lending, payment solutions, processing, compliance, and other departments
• Partner with Human Resources on hiring, onboarding, scheduling, succession planning, performance reviews, recognition, and corrective action
• Maintain business-continuity procedures for outages, staffing shortages, high-volume periods, and urgent member-service needs
• Open personal and business accounts and review and approve new accounts and loans within assigned authority and procedures
• Promote credit union products and services on digital platforms and explain relevant options
• Follow policies and regulatory requirements, including privacy, identity verification, BSA/AML, OFAC, fair-lending principles, and consumer protections
• Communicate by telephone, video, messaging, email, and in person
• Respond to operational needs outside the normal schedule when authorized and necessary
• Report to the Executive Director of Branch Operations

Explore Director of Virtual Branch at BRIDGEWAY CREDIT UNION. Review requirements and application details.

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Director of Virtual Branch