Manager, Sr. Relationship Specialist

Firefighters First Credit Union; Idaho; On-site; USD 89,000 - 99,000; Full time

Benefits offered by this job

Bonus program

Health / Dental / Vision insurance

Life insurance

AD&D

Disability insurance

401k with match

Education reimbursement

Pet Insurance

PTO 4 weeks

Job summary

Firefighters First Federal Credit Union is recruiting a Manager, Senior Relationship Specialist to lead a nationwide team focused on growing memberships and deepening member relationships. You will partner with PSM and National Expansion teams to guide virtual engagement, set performance standards, and drive service excellence.

The role emphasizes leading inbound/outbound member engagement, coordinating outreach, and delivering data-driven reporting to support growth initiatives and exceptional

Qualifications

• Minimum 3 years’ experience in call center or financial services branch role.
• 2 years’ experience managing employees.
• Experience supervising e-service representatives via virtual tech.

Responsibilities

• Lead inbound and outbound member engagement for the Senior Relationship Specialist team.
• Set daily priorities, performance expectations, and service standards to drive growth and member experience.
• Coordinate outreach, virtual appointments, and campaigns to deepen member relationships and grow memberships.
• Partner with Business Development and National Expansion teams to align outreach and support regional growth.
• Maintain reporting on outreach activity, service trends, and key metrics for accountability and improvement.
• Resolve complex member inquiries and escalations with cross-functional teams to ensure timely follow-up.

Skills

Call center experience

Financial services

Leadership

Virtual engagement

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Manager, Sr. Relationship Specialist

Regular Full-Time US

Salary Range: $89,031.00 To $98,923.00 Annually

Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation’s largest exclusive firefighter credit union. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join a team that values its employees, invests in professional growth, and makes an impact in the firefighter community.

Are you a dynamic and enthusiastic leader with a passion for serving the community? Currently, we have an immediate opening as a Manager, Senior Relationship Specialists to join our team! The Manager, Senior Relationship Specialists (SRS) is responsible for leading the Senior Relationship Specialist team on a national level to drive membership growth, deepen member relationships, and support regional business development efforts in partnership with the Personal Service Manager (PSM) and National Expansion teams through proactive virtual engagement.

Primary Responsibilities:

• Leading inbound and outbound member engagement for the Senior Relationship Specialist team, ensuring representatives deliver responsive, consultative, and consistent service across all member-facing interactions.


• Setting daily priorities, performance expectations, and service standards for the team to achieve growth, production, quality, and member experience objectives.


• Directing proactive outreach, virtual appointments, campaign follow-up, and relationship-deepening activities that support new memberships, product adoption, and stronger member relationships.


• Partnering with Business Development, Personal Service Managers, National Expansion, and other member-facing teams to align outreach efforts, coordinate warm handoffs, and support regional growth strategies.


• Developing and maintaining reporting on outreach activity, inbound service trends, lead conversion, pipeline performance, campaign results, member outcomes, and key service metrics to support accountability, coaching, and data-informed decision-making.


• Owning and coordinating resolution of complex member inquiries, service issues, and escalations by partnering with internal teams to ensure timely follow-up, clear communication, and a positive member experience.


• Representing the team in strategic initiatives, special projects, and cross-functional efforts that advance member engagement, operational effectiveness, and Credit Union growth.

Leadership Responsibilities:

• Regularly meeting with each team member to ensure appropriate behaviors, schedules, and understanding of FFCU mission, vision, values are upheld including ensuring position expectations are met.


• Providing team members with training, tools, and resources to successfully perform their jobs.


• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.


• Providing and ensuring development opportunities are available for team members as part of their overall career pathing with the credit union.


• Leading change in department by identifying opportunities for improvement to consistently improve service levels.

Basic Qualifications:

• Minimum of 3 years’ experience as a call center representative or a financial services branch representative.


• Experience 2 years’ managing employees.


• Experience as an e-service representative or supervising e-service representatives, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities.


• All candidates must be bondable and maintain bondable status throughout employment in accordance with credit union regulatory requirements.

We offer exceptional benefits to our employees, including:

• Competitive salary with a pay for performance bonus


• Fully paid Medical, Dental, and Vision benefits package for employees.


• Fully paid Life insurance, AD&D, short and long-term disability coverage


• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%


• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program


• Pet Insurance


• 4 weeks of PTO annually including 2 ½ days of float time.

Firefighters First Federal Credit Union is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at [e-mail].