About this role
Join a Team That's Transforming the Member Experience
At 7 17 Credit Union, our mission is simple: We help people improve their lives financially and support the communities we serve. We're seeking an experienced, service-driven leader to join our team as a Video Services Manager , overseeing our innovative Video Services Department and helping shape the future of remote banking.
As the Video Services Manager, you will lead a team of Video Service Representatives (VSRs), drive exceptional member experiences, coach and develop employees, and serve as a virtual branch manager responsible for supporting both consumer and business member relationships through our video banking channel.
What You'll Do
- Lead the daily operations of the Video Services Department and Video Service Representatives (VSRs). https://717cu-my.sharepoint.com/personal/adavis_717cu_com/_layouts/15/Doc.aspx?sourcedoc=%7B897DA703-DBC1-4349-A8C0-2B722A24B79A%7D&file=Video%20Service%20Manager%20110526.docx&action=default&mobileredirect=true
- Coach, mentor, and develop team members to deliver exceptional service and deepen member relationships.
- Build and maintain a strong sales and service culture through ongoing training, performance monitoring, and employee engagement.
- Conduct performance reviews, evaluations, coaching conversations, and employee development planning.
- Ensure compliance with Credit Union policies, procedures, regulations, and internal controls.
- Manage staffing, scheduling, payroll-related issues, overtime, and time-off coordination to meet service expectations.
- Assist with recruiting and interviewing candidates for the department.
- Resolve complex member concerns and provide effective solutions to maintain outstanding service levels.
- Support business members through video banking services, including business accounts and wire transactions.
- Partner with leadership to enhance processes, improve departmental performance, and support strategic objectives.
Why Join 7 17 Credit Union?
- Opportunity to lead a growing and innovative delivery channel.
- Make a meaningful impact on members' financial lives.
- Collaborative, member-focused culture.
- Professional development and leadership growth opportunities.
- Competitive compensation and comprehensive benefits package.
Apply Today
If you're a passionate leader who enjoys developing people, delivering exceptional service, and embracing innovation in financial services, we'd love to hear from you.
Join 7 17 Credit Union and help shape the future of member service through video banking.
7 17 Credit Union is an Equal Opportunity Employer.
Qualifications
What We're Looking For
Required Qualifications
- High school diploma or equivalent required. Associate's degree in a related field or equivalent experience preferred.
- Minimum of three (3) years of Credit Union or related financial institution experience, preferably involving new accounts and lending.
- Strong leadership, coaching, and employee development skills.
- Excellent verbal and written communication abilities.
- Proven problem-solving, decision-making, organizational, and time management skills.
- Ability to work effectively in a fast-paced environment while maintaining a high level of professionalism.
- Ability to learn and become proficient in video banking technology, including video conferencing, live chat, co-browsing, document exchange, and digital member support tools.
Licenses & Certifications
The successful candidate must be eligible to obtain and maintain:
- NMLS Registration
- Notary Public Commission
- SAFE Act Registration
- Bondability requirements
Additional Information
- Regional travel may be required.
- Confidentiality and professionalism are essential, as this role handles sensitive member and employee information.