Director of Virtual Branch

BRIDGEWAY CREDIT UNION

. Direct call queues, electronic messages, staffing, schedules, workflow, service levels, and escalations .

Posted 11/2/2026full-timeAlbany • United StatesLead💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in call-center operations, including staff training, performance management, and service quality oversight. Proficient in utilizing contact-center metrics and technology to enhance workflow and member service while adhering to regulatory requirements.

Highest-signal resume keywords

Call-Center AnalyticsWorkforce ManagementCoaching and TrainingBanking and Member-Service KnowledgePerformance Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Contact-Center MetricsDigital Account OpeningPerformance ManagementService Quality OversightRegulatory Compliance

Soft Skills

Professional MaturityEmotional RegulationFact-Based Decision-MakingDifficult-Conversation Skills

Tools & Technologies

Phone SystemsMessaging PlatformsSpreadsheetsDashboardsCore Banking Platform

Industry Keywords

BankingCredit UnionFinancial ServicesBSA/AMLConsumer Protections

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Three years of progressively responsible banking, credit union, financial-services, contact-center, or closely related experience
Two years of supervisory, team-lead, coaching, or people-management responsibility
Demonstrated experience using contact-center metrics and technology to improve service or workflow
High school diploma or equivalent
Ability to use phone systems, messaging platforms, spreadsheets, dashboards, and digital tools
Call-center analytics and workforce-management skills
Coaching, training, performance management, and difficult-conversation skills
Banking and member-service knowledge
Professional maturity, discretion, emotional regulation, and fact-based decision-making
Ability to protect confidential member, employee, security, and organizational information
Preferred: leadership experience in a credit union or community financial institution
Preferred: experience with modern operating systems and tools, integrated phone systems, a core banking platform, digital account opening, or comparable tools
Preferred: bachelor's degree or equivalent combination of education and directly relevant experience

Benefits

Comp & perks

Incentives in addition to base compensation
Reasonable accommodations for individuals with disabilities