Firefighters First Credit Union

Call Center Representative

• Managing all call center operations which includes ensuring SLAs are met for both wait times and quality of interaction on calls.
• Effectively managing lending pipelines in the Virtual Branch.
• Working with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or carry out other required duties to support our membership.
• Analyzing call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
• Participating in special projects and perform other assignments as needed.
• Regularly meeting with each team member to ensure appropriate behaviors, schedules, and understanding of FFCU mission, vision, values are upheld including ensuring position expectations are met.
• Providing team members with training, tools, and resources to successfully perform their jobs.
• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.
• Providing and ensuring development opportunities are available for team members as part of their overall career pathing with the credit union.
• Leading change in department by identifying opportunities for improvement to consistently improve service levels.

Contact Center Manager

Director

• Develop and implement strategic initiatives to support firefighter families with a focus on mental health, family dynamics, and emotional resilience.
• Lead with empathy and insight into the specific challenges faced by firefighter families, ensuring that the foundation’s programs are responsive to their unique needs.
• Collaborate with the Board of Directors to establish long-term goals and ensure alignment with the foundation’s mission.
• Oversee the development and delivery of programs and events aimed at improving the well-being and mental health of firefighter families.
• Stay informed about emerging trends in psychological health, trauma, and stress management, especially those affecting first responder families.
• Partner with mental health professionals, social workers, and community organizations to offer effective services and support to firefighter families.
• Develop and implement a comprehensive fundraising strategy, including grant writing, individual donor cultivation, corporate partnerships, and events.
• Actively seek out and secure new funding opportunities to ensure the financial sustainability of the foundation.
• Build and nurture relationships with existing donors, sponsors, and potential philanthropic partners.
• Serve as the primary ambassador for the foundation, advocating for the mental health and well-being needs of firefighter families at public events, media outlets, and industry forums.
• Cultivate relationships with fire departments, firefighter unions, community leaders, mental health professionals, and policymakers to advance the foundation’s mission.
• Engage firefighter families directly to better understand their needs and ensure the foundation’s services remain relevant and impactful.
• Manage the foundation’s budget and resources to ensure efficient and effective program delivery.
• Oversee all financial operations, including budget preparation, financial reporting, and compliance with nonprofit regulations.
• Develop and implement policies, procedures, and operational frameworks that align with best practices for nonprofit management.
• Serve as the key liaison between the Board of Directors and Council Members and the foundation’s operations.
• Collaborate with the board to ensure governance practices are in place, providing regular updates on the foundation’s progress, financial status, and strategic initiatives.

Executive Director

Banker

• Recommend FFCU financial products and services to members to meet individual member needs.
• Process and manage member accounts and/or open new and sub-accounts.
• Process, manage and decision consumer loan applications per consumer lending policies and underwriting guidelines.
• Process and manage credit and debit cards.
• Troubleshoot, research, respond, and provide training on member services technology and related issues.
• Work with other employees and departments to ensure member requests are processed for investments, mortgages, business loans, and insurance.
• Participate in special projects and perform other assignments as needed.
• May occasionally travel to attend meetings, conferences, training, or other work-related events.

Contact Center Manager

Executive Director

Virtual Personal Banker