Manager of Virtual Services

Description: Position: Manager of Virtual Services Pay Range: $81,000 to $86,000 annually FLSA Classification: Exempt Join the Team That Puts Community First Foothill Credit Union isn't just a financial institution—we're a trusted partner proudly rooted in the heart of the San Gabriel Valley. For decades, we've been serving educators, healthcare professionals, municipal employees, families, and more than 250 local businesses with one mission: to improve our members' financial health. Our commitment to excellence speaks for itself:
* Five-Star Rating from Bauer Financial—placing us among the best in the industry.
* #1 in California for 2025 in the overall return of value to members among peer credit unions ($700MM-$1B), according to Callahan & Associates.
* Recognized by the America's Credit Union with Diamond Awards in 2025 and 2026 for marketing excellence. But we're more than numbers—we're a community advocate. Through partnerships, events, sponsorships, and fundraising, we give back to the people and organizations that make the San Gabriel Valley thrive. When you join Foothill, you're not just building a career—you're making a difference. Ready to be part of something bigger? Apply today and help us continue to raise the bar for service, innovation, and community impact Benefits and Perks:
* 100% covered Medical/Dental/Vision for Team Members
* 401(k) plan with match
* Profit-Sharing Plan
* Paid Holidays
* Paid Time-Off
* Loan discounts
* And more

What You'll Do
The Manager of Virtual Services leads Foothill's remote member service channel of the virtual branch. The Manager directly supervises the virtual branch team and is partners with the Contact Center Supervisor to aid the performance of the contact center. The virtual branch operates as a full-service branch, serving members by phone, secure messaging, and digital channels, and is held to the same sales, service, lending, and compliance standards as Foothill's physical branches. The Manager builds a consultative, relationship-focused culture across both teams, manages staffing and service levels, drives growth in memberships, deposits, loans, and digital adoption, and ensures every remote interaction is accurate, secure, and compliant. The Manager partners with the Director of Retail Delivery, the Contact Center Supervisor, Branch Managers, Lending, Digital Banking, IT, Marketing, and Business Development to deliver a consistent member experience across all channels. Essential Duties and

Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required but may not be all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
* Recruit, interview, hire, onboard, and train team members in partnership with Human Resources
* Make hiring decisions for virtual branch positions and partner with the contact center supervisor to make hiring recommendations for the Contact Center staff
* Set goals, conduct performance evaluations, and administer scorecards and incentiveresults for direct reports
* Manage recognition, coaching, and corrective action, and review the Contact Center Supervisor's evaluations and corrective actions for contact center staff
* Partner with the Director of Virtual Solutions and Branch Support to coach and develop the Contact Center Supervisor in leadership, coaching, and performance management, and build leadership bench strength across both teams
* Observe live and recorded member interactions and provide timely, specific coaching using the Situation-Behavior-Impact (SBI) feedback model
* Lead team meetings and huddles to communicate goals, promotions, campaigns, product policy, and procedure changes
* Foster an engaged, accountable team culture that reflects Foothill's core values and service standards
* Partner with the Contact Center Supervisor to oversee contact center performance, including service level, average speed of answer, abandonment rate, first contact resolution, handle time, quality scores, and member satisfaction
* Oversee call volume forecasting, scheduling, and real-time queue management with the
* Contact Center Supervisor, staffing to member demand while controlling overtime and ensure compliance with California meal and rest period requirements
* Establish and maintain the quality assurance program, including call monitoring standards scoring, calibration, and follow-up coaching
* Ensure calls, callbacks, voicemails, and secure messages are handled promptly and that escalated member concerns and complaints are resolved and documented
* Maintain contact center procedures, call guides, and knowledge resources, and partner with IT and vendors on ZOOM, IVR, call routing, and call recording
* Lead the virtual branch as a full-service branch, delivering