Director of Remote Service Delivery

Description

Join a Legacy of People Helping People 

Serving the South Sound since 1934, TAPCO Credit Union has been built on a simple yet powerful philosophy: People Helping People. As a not-for-profit financial cooperative, we’re deeply rooted in Pierce County, proudly serving generations of members and our communities. 

 At TAPCO, our employees are the heart of our mission. We foster a culture of trust, collaboration, curiosity, and respect, where every individual can bring their authentic self to work, grow in their career, and make a meaningful impact. We’re committed to diversity, equity, inclusion, belonging, and accessibility, ensuring that every voice is valued and every team member has the opportunity to thrive.

When you join TAPCO, you’re not just starting a job; you’re joining a community that believes in supporting one another, learning together, and making a difference every day. Come experience the TAPCO difference and help us continue our legacy of service, innovation, and care for our communities.

Position Purpose

The Director of Remote Service Delivery ensures TAPCO members receive consistent, high-quality support across our Contact Center and Digital Service delivery channels. This role focuses on empowering teams to build strong member relationships, deliver service aligned with TAPCO’s standards, and continuously improve efficiency and effectiveness. Through thoughtful leadership, training, and performance guidance, the Director fosters a culture of communication, accountability, and digital adoption that enables staff and members to confidently interact in a remote environment. 

Base Expectations

Embraces and lives TAPCO's Values.

• We are People-Centric
• We are Curious
• We are Inclusive
• We are Collaborative
• We are a Trusted Partner

Core Competencies

Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions.

Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.

Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.

Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty. 

Leadership Competencies

Drives Purpose and Vision: Painting a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team.

Plans and Aligns: Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting our organizational goals.

Senior Leadership

Strategic Mindset: Applying knowledge of the financial industry to envision future possibilities and translate them into breakthrough strategies.

Position Responsibilities 

• Integrate diversity, equity, inclusion, belonging, and accessibility (DEIBA) principles into daily work, decision-making, and team practices.
• Demonstrate daily leadership through clear communication, accountability, and role-model behavior. Cultivate a positive, transparent environment that supports trust, engagement, and high performance aligned with TAPCO’s mission.
• Lead, coach, and mentor staff through daily feedback, constructive performance conversations, and ongoing development. Support team members in achieving individual growth and maintaining high engagement.
• Develop and guide high-performing service teams to deliver exceptional member experiences across remote channels, promote digital adoption, and effectively cross-sell credit union products and services.
• Set clear team goals and performance expectations. Monitor individual and team results, analyze effectiveness, and implement strategies to achieve service, sales, and operational benchmarks.
• Partner collaboratively with branches and cross-functional departments to ensure seamless member experience and operational alignment.
• Conduct training on digital and self-service features for all frontline teams to increase staff proficiency, enhance member confidence, and drive digital adoption.
• Develop, maintain, and communicate operational strategies, policies, and procedures that reflect regulatory requirements, industry best practices, and credit union initiatives.
• Maintain working knowledge of all member experience operations and provide member support when needed to ensure continuity of service.
• Collaborate with senior leadership to develop and manage the annual budget and ensure appropriate use of department resources.
• Partner with Human Resources on issues requiring specialized support. Report safety or legal concerns promptly and escalate patterns of risk or non-compliance. Collaborate with HR on employment decisions and changes.
• Ensure adherence to all federal, state, and local laws and regulations, including BSA and OFAC requirements relevant to the role.
• Maintain expert knowledge of credit union products, services, policies, and procedures, and model adherence to operational and regulatory standards.
• Manage vendor relationships to support service delivery and operational needs.
• Perform other duties as assigned to support departmental and organizational objectives.

Requirements

Minimum Qualifications:

• A two-year college degree, equivalent certification, or experience.
• 5 – 8 years financial institution experience with an emphasis on managing service to sales operations and digital engagement.
• Knowledge of consumer lending practices and federal/state consumer lending regulations.
• Excellent interpersonal, leadership, supervisory skills and experience managing others.
• Ability to use related computer software, Microsoft Office products and business equipment
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.

Position Working Conditions

• The work environment is an office setting.
• Onsite work is essential.
• Travel by car may be required – must have valid driver’s license and vehicle.
• Movements frequently and regularly required using the wrists, hands and/or fingers.
• Frequently required to sit and stand for longer periods of time.
• May be required to work temporarily or permanently at one of the company's other branches at TAPCO’s discretion. 

Salary:  $96,075 – $107,045 commensurate with experience and qualifications.  

TAPCO offers a comprehensive benefit package:

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all full-time employees. 
• 50% Employer-paid spouse coverage.
• 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA)
• Dependent Care FSA
• Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package 
• Paid Vacation and Sick Time
• 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• 40 paid volunteer hours
• Shared Bonus Plan (when company goals are achieved)

Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement

TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected. 

• We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work.
• We are committed to nondiscriminatory practices and provide equitable opportunity for all. 
• We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
• We welcome every person to bring their authentic perspective and experience to advance our mission.
• We focus on real people's experiences to uncover and address systemic inequities.
• We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community. 
• We put allyship into action every day.
• We value the seen and unseen qualities that make you who you are.

Equal Opportunity Employer Statement

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.