National Senior Relationship Manager - Remote

Firefighters First Credit Union; United States; Remote; USD 89,000 - 99,000; Full time

Benefits offered by this job

Pay for performance bonus

Medical, Dental, and Vision benefits

Life Insurance & AD&D

401k with match

Education reimbursement

Pet Insurance

4 weeks PTO

Job summary

Firefighters First Federal Credit Union is seeking a Manager, Senior Relationship Specialist to lead the national Senior Relationship Specialist team and drive membership growth, deepen member relationships, and support regional expansion in partnership with the Personal Service Manager and National Expansion teams.

This fully remote, national role requires dynamic leadership, strategic outreach, and data‑driven decision making to ensure superior member service and strong credit union growth.

Qualifications

• Minimum 3 years' experience as a call center representative or a financial services branch representative.
• 2+ years’ experience managing employees.
• Experience supervising e-service representatives and assisting customers via virtual technology such as videoconferencing or web chat.

Responsibilities

• Lead inbound and outbound member engagement for the Senior Relationship Specialist team, ensuring responsive, consultative, and consistent service across all member interactions.
• Set daily priorities, performance expectations, and service standards to achieve growth, production, quality, and member experience objectives.
• Direct proactive outreach, virtual appointments, campaign follow-up, and relationship-deepening activities to support new memberships and product adoption.
• Partner with Business Development, Personal Service Managers, National Expansion, and other teams to align outreach and support regional growth strategies.
• Develop and maintain reporting on outreach activity, service trends, lead conversion, and key service metrics to inform coaching and decisions.
• Own and coordinate resolution of complex member inquiries and escalations with internal teams for timely follow-up and positive member experience.
• Represent the team in strategic initiatives and cross-functional projects to advance member engagement and Credit Union growth.

Skills

Call center experience

People management

Virtual servicing

Tools

Videoconferencing

Web chat

Job description

Firefighters First Federal Credit Union is seeking a Manager, Senior Relationship Specialist to lead the national Senior Relationship Specialist team and drive membership growth, deepen member relationships, and support regional expansion in partnership with the Personal Service Manager and National Expansion teams.

This fully remote, national role requires dynamic leadership, strategic outreach, and data‑driven decision making to ensure superior member service and strong credit union growth.