About Company
Northern Lights Credit Union (NLCU) has been a trusted financial partner for the Interior Alaska community for decades. We are a member-owned, not-for-profit financial cooperative dedicated to providing exceptional service and helping our members achieve their financial goals. Our mission extends beyond transactions; we are committed to fostering financial literacy, community well-being, and offering innovative, accessible banking solutions. At NLCU, we believe in people helping people, and we strive to create a supportive, inclusive environment for both our members and our employees. We embrace technology to enhance convenience while maintaining the personal touch that defines credit union service. Join our team and be part of an organization that genuinely cares about making a positive impact in the lives of those we serve.
Job Description
Northern Lights Credit Union is seeking a dynamic and results-driven Customer Support Manager to lead our remote operations team. In an increasingly digital world, our commitment to exceptional member service remains paramount, and this role is critical in ensuring our remote support channels are both efficient and deeply human. You will be instrumental in shaping the future of member interactions, building a high-performing, geographically dispersed team that consistently exceeds expectations, while upholding the credit union’s core values and regulatory compliance.
As the Customer Support Manager – Remote Operation, you will be responsible for overseeing all aspects of our virtual member service experience. This includes developing and implementing strategic initiatives to optimize remote workflows, ensuring team members have the tools and training necessary to thrive in a distributed environment, and maintaining a culture of accountability, empathy, and continuous improvement. You’ll be the champion for our remote team, empowering them to deliver personalized and effective solutions to our members across Interior Alaska and beyond. This involves creating and refining standard operating procedures specifically tailored for a remote setting, managing staffing levels to meet service demand, and ensuring seamless integration of our virtual support with other credit union services.
Your day-to-day will involve hands-on leadership: coaching, mentoring, and performance management of individual team members through virtual platforms, leveraging data analytics to identify service trends, call drivers, and areas for process improvement. You will collaborate closely with IT, Marketing, and Operations departments to streamline member journeys and implement new technologies that enhance remote communication and service delivery, ensuring our virtual front-line is equipped with best-in-class solutions such as advanced CRM systems, secure chat functionalities, and robust virtual meeting tools. Furthermore, you will be responsible for addressing escalated member concerns with professionalism and discretion, turning potential issues into opportunities for stronger member relationships. This isn’t just a management role; it’s an opportunity to innovate within the financial services industry, setting new benchmarks for remote customer support and contributing to the overall strategic direction of member engagement. If you are passionate about fostering a supportive remote work environment, driving operational excellence, and making a tangible impact on member satisfaction and the financial well-being of our community, we encourage you to apply.
Key Responsibilities
- Lead, motivate, and mentor a remote team of customer support specialists to achieve and exceed service level agreements (SLAs) and member satisfaction targets.
- Develop, implement, and refine remote customer service strategies, policies, and procedures to ensure consistent, high-quality service delivery.
- Utilize data analytics and reporting tools to monitor team performance, identify trends, and implement continuous improvement initiatives.
- Manage staffing, scheduling, and capacity planning for the remote team to ensure adequate coverage and efficient resource allocation.
- Oversee the effective use of CRM systems, communication platforms, and other technologies essential for remote support operations.
- Handle escalated member inquiries and complaints, ensuring timely and satisfactory resolution while adhering to regulatory compliance.
- Collaborate with internal departments (IT, Marketing, Operations) to optimize member journeys and integrate remote support with overall credit union services.
- Conduct regular performance reviews, provide constructive feedback, and facilitate professional development opportunities for team members.
- Foster a positive, engaging, and inclusive remote work culture that promotes teamwork, accountability, and continuous learning.
- Ensure all remote operations comply with credit union policies, industry regulations, and data privacy standards.
Required Skills
- Proven leadership and team management experience, particularly with remote or distributed teams.
- Exceptional verbal and written communication skills, with proficiency in virtual communication tools.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Proficiency in CRM software (e.g., Salesforce, Zoho CRM) and remote collaboration platforms (e.g., Slack, Microsoft Teams).
- Ability to adapt quickly to changing technology and business needs in a dynamic environment.
- High level of emotional intelligence and conflict resolution skills.
- Demonstrated ability to develop and implement effective customer service strategies.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Previous experience in the financial services or credit union industry.
- Certifications in customer service management or project management.
- Experience with call center technologies and workforce management software.
Perks & Benefits
- Comprehensive Medical, Dental, and Vision Insurance.
- 401(k) Retirement Plan with Company Match.
- Generous Paid Time Off (PTO) and Paid Holidays.
- Opportunities for Professional Development and Career Growth.
- Remote Work Flexibility and a Supportive Virtual Environment.
- Life Insurance and Disability Benefits.
- Employee Assistance Program (EAP).
- Positive and Community-Oriented Company Culture.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume and cover letter highlight your experience in remote team leadership and customer service management. We look forward to reviewing your application and exploring how your skills can contribute to Northern Lights Credit Union’s mission.