Location: Main Branch (Nashville, TN)
Job Type: Full-Time (On-Site)
Schedule: Monday - Thursday, 8:00 AM - 5:00PM & Friday, 8:00 AM - 6:00PM
Compensation: Depending on Experience
Join our dynamic Operations Team in Nashville, TN:
Are you a leader who thrives on innovating the member experience? As the Director of Video Banking, you will lead the strategic vision and execution for the video banking channel, delivering a seamless and exceptional digital experience throughout the entire member journey. You will empower and guide a high-performing team to drive member engagement, build loyalty, and achieve key membership growth targets.
At TENCU, we believe in building a team that is guided by our core values of Member-Centric, Integrity, and Innovation. While we take our work seriously, we don't take ourselves too seriously. We're a team of innovators driven by creativity, collaboration and, above all, the joy we find in what we do.
What You'll Do: With a dedication to a member centric approach
· Manage assigned special projects.
· Oversee prompt responses to all member service emails.
· Assist other departments as needed.
· Act as backup for the Call Center Manager.
· Monitors and enforces adherence to all relevant governmental regulations, including Regulations CC, E, D, J, and Z, and Uniform Commercial Code Articles 3 and 4, to mitigate risk and ensure compliance.
Who You Are
· Credit Union Knowledge: In-depth knowledge of TENCU products, operations, and regulatory compliance.
· Member Experience: Proven success developing strategies and using customer success platforms to enhance member experience.
· Leadership & Teamwork: Demonstrate strong leadership, mentorship, and collaboration skills. Effectively train and coach staff on product cross-selling.
· Communication & Interpersonal Skills: Excellent written and verbal communication in English is required; Bilingual skills are a plus.
· Technical Proficiency: Skilled with computers, including MS Office, and able to troubleshoot issues related to the video banking system.
· Analytical Abilities: Possess strong problem-solving and analytical skills with the ability to interpret data.
· Collaboration: Work effectively with other departments to resolve member service and fraud issues.
· Flexibility: Willingness to travel to other Credit Union locations as needed.
Benefits:
We are proud to offer a comprehensive benefits package with competitive pay, employer-paid medical, dental, and vision insurance, a 401(k) Defined Contribution Plan with a generous 7% match, and eleven (11) paid holidays.
Education and Experience
· Bachelor's degree preferred. A two-year college degree required.
· 5 - 8 years in banking/credit union call center or e-branch, with 3+ years in management.
· Knowledge of Visa regulations, UCC Articles 3 & 4, and federal banking regulations.
Physical Requirements
· Ability to sit for long periods of time
· Ability to use a computer for long periods of time
· Ability to stand, twist, bend, squat, crawl, and climb
· Ability to lift up to 25 pounds
· Ability to drive a credit union vehicle
Join a credit union that is dedicated to its people and its purpose.
To be hired for this position the candidate must pass a drug screen and background check
TENCU is an Equal Opportunity Employer.
TENCU
