GENERAL SUMMARY

The Director of Remote Services is responsible for delivering an exceptional member experience across the credit union's digital and remote service channels. This role oversees the performance, support, and operational integrity of ATM services and related remote banking functions, ensuring accuracy, reliability, compliance, and efficiency.

The Director leads the implementation, administration, and continuous enhancement of digital service platforms, including Eltropy, Remote Payments, EZMM , mobile deposit services, and other remote banking technologies. This position is accountable for driving member adoption, optimizing digital processes, resolving service issues, and ensuring seamless functionality across all remote service offerings.

 

ESSENTIAL FUNCTIONS

1. Lead the delivery of on-line and remote service channels by ensuring related functions are completed accurately, efficiently, and professionally. Specifically:
   1. Remote Payments
   2. Eltropy
      1. Chat
      2. Voice
   3. Online Banking Platform
   4. Online Account opening Platform
   5. ATM

1. Recommend, review, and provide input on new and existing policies and procedures related to online and remote service delivery to the VP of Remote Services.

1. Create necessary flows, intents, and responses for Chat and Voice assistance.

1. Project management within Remote Services to work with VP of Remote Services during implementation of future projects.

1. Collaborate with the IT department to help ensure the security, integrity, and safety of online and remote service channels.

1. Monitor, document, and report on essential online and remote service activity, trends, and performance metrics.

1. Monitor online and remote service infrastructure and technologies to ensure solutions continue to support and advance the credit union's strategic objectives.

1. Review and support enhancements to online and remote service channel infrastructure and technologies.

1. Assist in the development and maintenance of effective training resources related to online and remote services for all staff.

1. Process member enrollments for online and remote service products and services accurately and timely.

1. Track, log, and respond to member and internal requests for online and remote service information and assistance.

1. Assist other areas of Remote Services when necessary.

1. Maintain comprehensive knowledge of all credit union products and services to effectively support members and staff.

1. Maintain current knowledge of, apply, and support compliance with credit union policies and procedures, as well as applicable federal laws and regulations, including those set forth by the NCUA and other regulatory agencies.

NOTE: The list of essential functions is not exhaustive.  It may be supplemented as necessary.

 

ADDITIONAL FUNCTIONS   

1. ATM administration functions, including some IT/network trouble shooting.

1. Support Erie FCU online account opening process and monitor necessary completion requirements.

1. Assist with Online Banking business services.

 

JOB SPECIFICATIONS

1. Requires professional, well-developed interpersonal skills for communicating with members, employees, and the general public on credit union-related matters.

1. Requires thorough knowledge of the credit union policies, procedures, programs, products and services.

1. Requires completion of high school education. 

1. Requires at least three to five years' experience in financial institution operations, information systems or remote services position. 

1. Requires intermediate mathematical skills (calculations and concepts involving percentages, fractions, decimals, etc.).

1. Intermediate working knowledge of PC applications (Office Suite). 

 

PHYSICAL REQUIREMENTS

Sitting = Continuous                                              Crawling = Occasional

Standing = Frequent                                              Climbing = Occasional

Walking = Frequent                                               Balancing = Occasional

Driving an automobile = Occasional                      Reaching Overhead = Occasional           

Lifting/Carrying = Occasional                                Reaching Forward = Occasional  

      Amount of Weight = 15-25 lbs.                        Kneeling = Occasional

Squatting = Occasional                                         Push/Pull = Occasional

Bending = Occasional                                           Twisting = Occasional