Virtual Branch Manager

Job Description

Job Description

Here at SFCU we define our culture as one of GROWTH . Growing our member , growing our employee , and growing our organization . This is a great opportunity to join our innovative and growing SFCU team. The primary responsibility of this position is to oversee the operations of our branch location, ensuring that the office is run in an efficient and productive manner while maintaining compliance with overall credit union policies and procedures.

Must exhibit a strong commitment to our growth pillars, employee, member, organization by bringing in new business and coaching employees to build relationships and look for opportunities. Guide employees through career development and professional growth.

Reporting: Hybrid - travel to Bainbridge, NY required

Salary: $80,392 - $100,506

The Virtual Branch Manager is a strategic leader responsible for delivering an exceptional, forward-thinking digital experience across all member-facing virtual channels. This role drives the evolution of our digital branch, ensuring members receive seamless, intuitive, and secure services that reflect the highest standards of digital excellence. The Virtual Branch Manager is accountable for shaping the digital service strategy, leading high-performing teams, optimizing end-to-end digital workflows, and championing innovation to elevate both member satisfaction and operational performance.

Responsibilities :

Own the strategic development and execution of the credit union's virtual branch experience, delivering innovative, member-first solutions that align with organizational goals.

Oversee a daily operating model that encompasses people, processes, and technologies. Lead day to day operations related to the virtual branch.

Design, implement, and continuously refine digital workflows for account openings, loan applications, and other key member services to reduce friction and maximize speed and accuracy.

Create and maintain reports for key performance indicators related to the virtual branch; provide ongoing status updates when applicable and required.

Serve as a key escalation point for complex or high-impact member interactions that require a strategic or hands-on approach.

Foster a culture of innovation, accountability, and continuous learning, ensuring all team members are equipped with training and resources to thrive in a digital-first environment.

Monitor and evaluate virtual member interactions (including chat, video, and digital messaging) to ensure service quality, accuracy and compliance. Provide regular coaching, feedback, and training to team members based on interaction audits, performance data, and member feedback fostering continuous development and a culture of excellence in digital service delivery.

Assist members and non-members with transactions, online account openings, and loan application processing ensuring a high standard of fraud prevention, cross-selling relevant credit union products and services, and delivering exceptional visual and verbal professionalism in every interaction.

Create and/or update department documentation and procedures to train all new hires in various department tasks.

Stay current with credit union policies, procedures, and product offerings.

Perform other duties as assigned.

Knowledge and Skills :

Experience : Three years to five years of similar or related experience. Ideally experience with Glia voice and chat within the financial sector.

Education : (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills : The Virtual Branch Manager must be adept at building trust-based relationships with both internal stakeholders and external members, often serving as a first point of contact for conflict resolution, service escalations, and collaborative initiatives. Interactions frequently involve sensitive information, requiring a high level of confidentiality, discretion, and sound judgment. The ability to communicate with clarity, tact, and diplomacy is essential not only to resolve issues but to foster cooperation, support cross-functional goals, and cultivate a positive, member-centric culture within a dynamic digital service environment.

Other Skills : Must have a strong video presence and be comfortable, professional, and friendly on camera with members via video access.

Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.