REMOTE DELIVERY EXPERIENCE MANAGER

About the role

We are looking for an experienced and service-focused Remote Delivery Experience Manager to lead the daily operations of three remote delivery business units at our Streetsboro location: Video Services, Teleservices, and Personal Experience.

Responsibilities

• Lead and manage Video Service Representatives, Teleservices Representatives, and Personal Experience Representatives.
• Coach, develop, motivate, and evaluate employees to promote strong performance and career growth.
• Conduct employee reviews, scorecards, mystery shops, and annual performance evaluations.
• Provide employee counseling and discipline in accordance with Credit Union policies and applicable collective bargaining requirements.
• Aid in interviewing candidates and supporting the onboarding and probationary evaluation process.
• Build a strong culture focused on exceptional member service, relationship development, and ethical sales practices.
• Direct the daily operations of all three remote delivery functions.
• Cook up staffing and cross-training to meet established service levels.
• Monitor performance and identify opportunities to improve efficiency, service quality, and member experience.
• Establish and communicate department goals and monitor progress against established performance measures.
• Recommend improvements to procedures, processes, technology, and department development.
• Handle complex member concerns and complaints by working directly with members to resolve issues.
• Develop staff schedules across all three business units to ensure appropriate coverage.
• Use appointment scheduling, video engagement activity, call volume forecasting, and drive-up transaction patterns to determine staffing needs.
• Monitor and address issues related to payroll, overtime, time-off, and staffing.
• Serve as the on-site leadership presence for the Streetsboro location and coordinate with Lending leadership regarding shared facility, security, scheduling, and workspace needs.
• Oversight and proficiency in several key remote delivery platforms, including:
  • Video Services: Manage the Eltropy video banking platform, including video, audio, live chat, text messaging, co-browsing, screen sharing, and document exchange/signing.
  • Teleservices: Direct contact center operations, including queue management, service levels, abandonment monitoring, call routing, and overflow/after-hours coverage.
  • Personal Experience: Oversee video teller services delivered through the drive-through ITM network. Monitor ITM/ATM operations, including machine status, cash and coin levels, dispenser and depository performance, and maintenance needs. Analyze ATM/ITM reporting related to transaction volume, downtime, cash and coin efficiency, and settlement. Recommend adjustments to cash ordering and load schedules.
• Ensure department activities comply with Credit Union policies, procedures, and established controls.
• Maintain appropriate standards related to member identification, account information, loan documentation, and member privacy.
• Maintain strict confidentiality of member transactions, employee information, and Credit Union business.

Qualifications

• High school diploma or equivalent required.
• Associate's degree or higher in a related field or significant related experience preferred.
• Minimum of 3 years of Credit Union or related financial services experience, preferably involving new accounts and lending.
• Minimum of 2 years of supervisory or leadership experience with direct responsibility for employee performance.
• Demonstrated experience in at least one remote delivery channel, such as: Contact center operations, Video banking, ATM/ITM operations.
• Strong customer service and relationship-building skills.
• Leadership ability and a commitment to employee development.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Effective time management and organizational skills.
• Attention to detail and sound judgment.
• Professionalism and the ability to work effectively with employees, members, vendors, and leadership.
• Ability to manage multiple priorities and business units simultaneously.
• Ability to remain calm and effective in a fast-paced environment.
• Creativity, initiative, resourcefulness, and a collaborative team approach.
• Ability to learn and become proficient in multiple technology platforms and systems.