Director- Digital Branch & Contact Center - Fort Worth

Posted: 04/04/2024

Exciting news!! EECU is looking for a Director- Digital Branch & Contact Center (banking).

The Director - Digital Branch and Contact Center (banking) will be responsible for overseeing and enhancing our Digital Branch and overall Contact Center operations. Define the overall member experience strategy for the Digital Branch and Contact Center through voice, chat, messaging, SMS, and self-service/AI channels. The ideal candidate will have a strong background in digital banking strategy, call center operations, operations management, and a proven history of successfully managing a team of high performing loan specialists to assist members with their loan requests in the digital branch channel. 

Responsible for complying with all EECU processes and procedures. Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations Reg DD, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA and E-Sign. Required to attend initial and ongoing annual Bank Secrecy Act training.

The position is responsible to: 

  • Meet financial targets and production metrics for the Contact Center. Achieve daily established SLAs and KPI metrics meet or exceed targets. 
  • Directly support the staff performing the day-to-day operational tasks related to all Digital functions including Sales, services, loan production, new account opening, and cross-sell opportunities. Support team members with recruiting, staffing, development, and performance management. 
  • Participate in the development of the credit union’s online products and services roadmap. 
  • Strategic focus on member experience through the Contact Center. Ensuring the new relationship, onboarding and loan process is an exceptional experience to generate revenue with these new relationships and address gaps for process initiatives. 
  • Ensure policies and procedures for the Contact Center are compliant and align with the credit union’s strategic direction.
  • Serves as subject matter expert for the processes. Spends time learning and maintaining knowledge of credit union’s core digital banking solution, and the back-end systems that are relevant to the processes. Identify opportunities for improvement, efficiency, or better member experience.
  • Develop and implement strategies that optimize performance, enhance member satisfaction, and drive business growth. Analyze metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets.

Contact Center Strategy: Develop and execute the Contact Center strategy and alignment with the overall business objectives. 

Operational Excellence: Streamline and optimize Contact Center processes to enhance operational efficiency. 

Cross Functional Collaboration:  Work closely with key stakeholders, executive leadership, IT, BSA’s, BPA’s, to gain an understanding of the system features and technical feasibility of the system to continually improve the overall experience for our membership. 

Performance Metrics: Develop and implement KPIs, metrics and reports to measure and manage the productivity of the team. 

Key Performance Indicators:  Success in this role will be measured by achieving overall company goals, member satisfaction, reduction in cycle time, and productivity of the team. 

Team Leadership: Build and lead a high-performing Contact Center Team. 


  • Bachelor’s degree in relevant field; five or more years of general bank and/or lending experience.
  • Proven experience leading successful Digital Branch/Contact Center initiatives. 
  • Contact Center leadership experience with a focus on operations and strategy. 
  • Comprehensive knowledge and understanding of financial institution and lending products, services, and best practices. 
  • Ability to manage and motivate a team of individuals with varying skill sets to complete the tasks assigned.
  • Exceptional customer services and sales skills with the ability to act with integrity, professionalism, and confidentiality.
  • Excellent organizational skills with the ability to provide leadership, supervision and training for multiple employees using positive supervisory techniques to ensure maximum productivity.
  • Exceptional oral, written, and interpersonal communication skills.
  • Excellent time management skills and ability to analyze urgent situations and prioritize needs.
  • Experience with Jack Henry Symitar a strong plus.
  • Experience with MeridianLink Loan Origination System a strong plus.
  • Must be a self-starter, motivated to learn and take ownership of role, and able to execute without constant supervision.
  • Strong analytical and critical thinking skills, and able to work well under pressure.
  • Strong listening and communication skills, and a client-centric continuous improvement mindset.
  • Experience managing staff that are hybrid (preferred).
  • Experience developing and implementing process automation, quality control activities, and performance-based metrics (preferred).
  • EECU will, in compliance with applicable laws, evaluate an applicant's credit history. Only applicants with good credit history will be considered for open positions. If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.

For more than 85 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking®. Today, EECU is one of the largest credit unions in Texas with over $3.6 billion in USD assets and serves over 277,000 members through 18 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram’s readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being. 

EECU is an EOE/Vets/Disabled Employer.
We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans status or on the basis of disability.

For more information on our organization and benefits please visit EECU Careers at

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