Multi-Channel eBranch Manager - On-Site
Yorktown, VA
1st Advantage Federal Credit Union is currently seeking a full-time Multi-Channel eBranch Manager to support our eBranch Department. Scheduled hours will be 40 hours per week between the hours of 8:30 a.m. to 5:00 p.m. Monday through Friday.
The Multi-Channel eBranch Manager is responsible for overseeing day-to-day operations of a multi-channel call center, including inbound and outbound calls, live chat, email, SMS, and IVR systems. This role ensures high-quality customer service, operational efficiency, and achievement of performance KPIs while managing team performance, process improvements, and technological optimization.
1st Advantage Federal Credit Union has been serving members in the Hampton Roads community since 1951. We provide financial products and services that help members get ahead, while volunteering our time and resources to civic organizations and nonprofits that share our mission to improve life for each other. Be part of something special. Join 1st Advantage as a colleague and support our community members.
We offer market competitive compensation and a generous benefit package:
To be considered for this opportunity, please submit your fully completed application and resume through our website.
See below for full job description.
Multi-Channel eBranch Manager - Essential Functions & Responsibilities
Lead, coach, and develop supervisors and frontline agents to deliver exceptional member experiences. Provide ongoing training, performance feedback, recognition, and career development. Foster a high-performance, service-focused culture aligned with organizational goals.
Oversee daily call center operations across all channels (voice, chat, email, SMS, IVR). Monitor real-time performance (service levels, queue volumes, response times) and ensure consistent delivery aligned with standards and SLAs. Handle escalations and complex member issues.
Plan, organize, and evaluate staff and workflows to address business challenges. Analyze performance data and trends to develop solution-oriented recommendations. Design and implement workflow improvements, optimize customer journeys, and maintain accurate operational reporting.
Partner with branches and departments to deliver responsive, seamless service across all touchpoints. Ensure consistency in the member experience and implement feedback loops to drive continuous improvement and service enhancements.
Ensure compliance with all regulatory requirements, company policies, and data privacy standards. Maintain and optimize system solutions supporting service delivery. Participate in budget planning, manage variances, and ensure cost-effective operations.
Performance Measurement
a. Average Handle Time (AHT)
b. First Contact Resolution (FCR)
c. Customer Satisfaction (CSAT)
d. Service Level Agreements (SLAs)
Qualifications:
Experience Five years to eight years of similar or related experience.
Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills
Physical Requirements
TALKING: Especially where one must frequently convey detailed or important instructions idea accurately, loudly, or quickly.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers
together
REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.
AVERAGE VISUAL ABILITIES: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 25 lbs. of force occasionally. (Almost all office jobs.)
Work Environment Standard office work environment.
This Job Description is not a complete statement of all duties and responsibilities comprising this position.
Requirements: Offers of employment are contingent on a satisfactory criminal background and credit history check.
EOE/M/F/Disability/Vet
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.