SkyPoint Federal Credit Union

Director

• Lead and oversee branch and contact center operations to achieve service, sales, and efficiency goals
• Develop and execute a cohesive member experience strategy across in-person, phone, and digital channels
• Manage and coach leaders (Regional Branch Manager and Contact Center Manager) to drive performance and engagement
• Analyze KPIs, service metrics, and trends to inform decisions and improve outcomes
• Lead workforce planning, succession planning, and talent development initiatives
• Ensure compliance with policies, procedures, and regulatory requirements
• Drive operational improvements, streamline processes, and enhance the member journey
• Manage key projects including new products, process improvements, and system implementations
• Oversee budgeting, expense management, and vendor relationships
• Serve as an escalation point for complex member issues
• Foster a culture of accountability, collaboration, and continuous improvement

Director of Member Services

Bilingual

• Give prompt, efficient, and accurate service; processes all member transaction
• Open new membership and performs maintenance on accounts including IRAs and business accounts.
• Council and educate members on financial matters and available products/services offered.
• Use tack and experience-based knowledge to research and resolve member inquiries with professionalism.
• Provide member technical assistance for online, mobile & telephone banking, Bill Payment, and other eServices.
• Conduct credit analysis for possible cross sell
• Cross-sell products and services based on member needs.
• Interview members for potential loan applicants and initiates
• Use CRM software to track referrals, member follow up and sales performance goals.
• Perform a variety of administrative duties that support member service/branch
• End of day balancing
• ATM processing
• Cash analysis/verification

Director of Member Services

Member Service Specialist – Bilingual