Senior Relationship Leadership Manager – Remote

Firefighters First Credit Union; United States; On-site; USD 90,000 - 99,000; Full time

Benefits offered by this job

Fully paid Medical, Dental, and Vision

Life insurance and AD&D

401k with match

Education reimbursement

Pet Insurance

PTO 4 weeks

Job summary

Firefighters First Federal Credit Union invites applications for a Manager, Senior Relationship Specialist. This national, 100% remote leadership role drives membership growth and deepens member relationships through virtual engagement with a skilled Senior Relationship Specialist team.

You will partner with cross-functional teams and oversee outreach, reporting, and escalation management while ensuring superior member experiences.

Qualifications

• 3+ years in a call center or financial services branch role.
• 2+ years of managing employees.
• Experience supporting customers via virtual technology (videoconferencing, web chat, etc.).
• All candidates must be bondable and maintain bondable status during employment.
• 100% remote role with dedicated home office.

Responsibilities

• Lead inbound and outbound member engagement for the Senior Relationship Specialist team, ensuring responsive, consultative, and consistent service across 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-ups, and relationship-deepening activities that 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.
• Develop and maintain reporting on outreach activity, trends, lead conversion, pipeline, and service metrics.
• Own and coordinate resolution of complex member inquiries and escalations with internal teams.
• Represent the team in strategic initiatives and cross-functional projects.
• Provide regular leadership with team members to ensure alignment with mission, values, and performance expectations.
• Offer training, tools, and resources, and ensure development opportunities within the credit union.
• Lead departmental change to improve service levels.

Skills

Call Center Experience

Financial Services Experience

People Management

Bondable

Remote Work

Tools

Videoconferencing

Web Chat

Job description

Firefighters First Federal Credit Union invites applications for a Manager, Senior Relationship Specialist. This national, 100% remote leadership role drives membership growth and deepens member relationships through virtual engagement with a skilled Senior Relationship Specialist team.

You will partner with cross-functional teams and oversee outreach, reporting, and escalation management while ensuring superior member experiences.