Senior Relationship Services Manager | Growth & Engagement

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

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