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Credit Union Call Center Manager

People's Trust Federal Credit Union Houston, TX
  • Expired: 12 days ago. Applications are no longer accepted.

Responsible for the oversight and management of the Virtual Branch operations including, profitability plastic/card operations, phone and internet banking and virtual branch staff development. Responsibilities also include active management of all staff including goal setting and production. Assure conformity regarding regulatory requirements as well as internal policy and procedure.

Serve as a “Crisis Management Team” participant. Be available as a first responder to assure that critical credit union job functions will be performed during a state of emergency. It is critical to be available prior to, during, and after an emergency situation or potential emergency situation including weather related situations.

Every employee is expected to be committed to the Credit Union philosophy, goals and mission at all times. Furthermore, each department has specific Service Standards staff is required to follow. Being committed in these areas (and more) strengthens our purpose and Brand Personality.

Essential Duties and Responsibilities include but are not limited to the following:

Department Management

  • Serve as a member of the management team, and act as a subject matter expert regarding all functions housed in the Virtual Branch.
  • Perform professional, administrative and supervisory work in developing and promoting the growth of the Virtual Branch services.
  • Prepare monthly reports of credit card, Virtual Branch, and call center metrics.
  • Respond appropriately and timely to internal audit findings by correcting and communicating the necessary changes.
  • Manage fraud and losses to the credit union by monitoring all of the activity of the credit union’s Credit and Debit card portfolio, and taking immediate action as required.
  • Lead any changes and maintenance of our Home Banking and telephone banking systems.
  • Manage, direct, and monitor for fraud, all incoming payments and deposits via U.S. Mail or remote capture.
  • Ensure that virtual branch staff provide accurate solutions for members concerns; provide appropriate follow up; and perform appropriate account maintenance.
  • Create workflows that will ensure the team operates in a multi-task environment managing phone calls, emails and instant messaging.
  • Adhere to service standards created under our Happy Un-Banking brand, and strict attendance, performance, and quality standards.
  • Integrate Instant Messaging and other technology to the delivery of member services.
  • Ensure secure communications with members at all times.
  • The Virtual Branch Manager (VBM) will review communications with members for security, accuracy and professionalism.
  • Understand and train comprehensive needs analysis for members
  • Thorough understanding of credit union and bank lending, including:
    • Regulations
    • All consumer and mortgage products
    • Interest calculations
    • Payoff projections
    • Supplemental products (GAP, CL/CD, etc.)
  • Thorough understanding of credit union and bank deposits, including:
    • Regulations
    • Interest calculations
    • Products
    • ACH Systems
  • Perform all duties under all virtual branch roles as needed.
  • Manage and Grow Home Branch and Marti portfolio of users
  • Align departmental goals for profitability and service with organization’s goals


  • Coach, guide, recruit and lead a team of expert advisors available to our internal and external members.
  • Perform all duties under all virtual branch roles as needed.
  • Develop workflow and service standards for virtual branch staff.
  • Review all documentation to members from virtual branch staff.
  • Utilize available reports from all systems to monitor staff performance, service levels, credit/debit card orders, posted payments/deposits, and all other duties of virtual branch staff.
  • Make recommendations for hires, terminations, promotions, transfers, performance appraisals, training and development, and interpretation of credit union rules and policies for department personnel. Conduct all personnel functions in accordance with applicable statutes (e.g., EEO, Fair Labor Standards, etc.).

    Additional Duties and Responsibilities:

  • Thoroughly understand and operate under the People’s Trust FCU Policies and Procedures.
  • Working knowledge of all regulations, including B, D, E, and Z.
  • Maintain relationship with VISA, MasterCard and ATM vendors and thorough knowledge of all operations of each
  • Remain current and appropriately update People’s Trust with Plastics Card industry news, best practices, innovation, fraud/losses, and changes.
  • Recommend, assist, and participate in staff in training as needed.
  • Serving in any staff capacity when required.
  • Compliance with the Bank Secrecy Act and all other regulations, laws and Credit Uni0n policies and procedures.
  • Performing other duties as needed.

To perform this job successfully, an individual must be able to perform each essential duty above average. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Bachelor’s degree with an emphasis in business administration, finance or closely related field; or two years of college coursework from a four-year university and a commensurate level of language, math and reasoning skills. In addition, experience equivalent to that normally achieved through 5 or more years of progressive management experience in a related field with similar responsibilities is required.

Language Ability:

Ability to read and comprehend comprehensive instructions, correspondence, and memos. Ability to write comprehensive correspondence. Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Financial Math is essential in this position.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed and complex written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills:

Must be proficient in Microsoft Outlook, Excel, PowerPoint and Word.

Certificates and Licenses:

Must complete the Credit Union Financial Counseling Certification Program and become a Certified Credit Union Financial Counselor (CCUFC) within 6 months of hire date.

Supervisory Responsibilities:

Directly supervises at least 5 employees. Responsible for the overall direction, coordination, and evaluation of this unit. Manage, recruit and lead a team of 8 or more Virtual Branch Experts.

Work Environment/Physical Activities

Job requires limited physical effort. The job calls for a moderate degree of mental concentration to interpret and act upon a wide range of situations. The job requires a high degree of attention to details. While performing the duties of this job the employee is occasionally required to lift up to 20 pounds. The vision requirements include: close and distant vision and ability to adjust focus (specific to extensive computer use). The office environment is a typical office environment with light traffic. The noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.


  • Must be able to work Monday - Friday, between the hours of 8:00 am – 5:00 pm and occasional Saturdays between the hours of 9:00 am - 1:00 pm.

We offer:

  • A fun, fast paced work environment
  • One of the strongest compensation programs around
  • Competitive base annual salary
  • Wellness perks
  • Retirement Plan-401(k) with up to 5% employer contribution.
  • Paid time-off
  • Career development opportunities
  • Attractive incentive plans and more!

Thank you and Happy Un-Banking!

People’s Trust is proud to be an Equal Opportunity Employer

People's Trust Federal Credit Union

Please visit our Careers webpage at: to learn more about this position and apply directly to the role. People's Trust is proud to be an Equal Opportunity Employer


413 Bastrop St, Houston, TX
Houston, TX