Director, Support Strategy & Optimization

The Freedom Federal Credit Union Difference

Freedom Federal Credit Union believes that a great member experience begins with a great team member experience. We value our team members not just for their talent, but also for the difference they make to our members and the communities we serve. We strive to help our team members live up to their fullest potential, and, with that in mind, provide each of them with a healthy, safe, and positive, yet challenging, work environment. A positive work-life balance, personal growth, purposeful work, and recognition of accomplishments are an essential part of what we offer. We're looking for people to join our team, who share our vision and passion to make a positive financial impact on our members' lives. If you're ready to take the next step, join Freedom to truly make a difference.

This position is eligible for a $500 sign-on bonus.

Summary:

The Freedom Federal Credit Union Director of Support Strategy & Optimization is responsible for overseeing and optimizing the credit union's operational infrastructure. This role ensures seamless delivery of back-office support for deposit and loan accounts, debit and credit card services, electronic banking platforms, and collections. The Director will lead cross-functional teams to drive operational excellence, enhance member experience, and support strategic growth initiatives.

Essential Duties & Responsibilities:

• Operational Leadership
  • Lead Operations Support, Electronic Services and Member Solutions Departments.
  • Direct the ongoing optimization of account and loan servicing operations, ensuring alignment with organizational strategy, regulatory compliance, and the pursuit of operational excellence.
  • Drive strategic oversight and continuous improvement of debit and credit card operations, including cultivating key vendor partnerships, proactively addressing fraud risk, and elevating member support solutions.
  • Champion the advancement and integration of electronic and digital service platforms (such as online banking, mobile apps, ACH, bill pay, and remote deposit), aligning technology initiatives with organizational growth objectives.
  • Steer the development of robust collections strategies, optimizing delinquency management and recovery processes to safeguard the credit union's financial health and member trust.
• Strategic Execution
  • Collaborate with executive leadership to align operational initiatives with the credit union's strategic plan.
  • Identify and implement process improvements, automation opportunities, and cost-saving measures.
  • Establish, track, and continuously refine key performance indicators (KPIs) across all operational areas to measure effectiveness, drive accountability, and inform strategic decision-making.
• Team Development
  • Lead, mentor, and develop a high-performing operations team, fostering a culture of accountability and continuous improvement.
  • Establish clear performance expectations and provide regular coaching and feedback.
  • Promote cross-training and succession planning to ensure operational resilience.
• Risk & Compliance
  • Ensure compliance with all applicable regulations, policies, and procedures.
  • Partner with internal audit, compliance, and IT to manage operational risk and data security.
  • Maintain strong internal controls and support business continuity planning.
• Leadership & Culture
  • Model and promote the credit union's mission, values, and service behaviors.
  • Foster a culture of accountability, empathy, and continuous improvement.
  • Collaborate across departments and support team development.

Knowledge, Skills, and Abilities

• Customer Service Excellence
• Communication Skills
• Data-Driven Decision Making
• Problem-Solving
• Leadership and Team Management
• Performance Management
• Technological Proficiency
• Regulatory Knowledge

Required Experience

• High School Diploma Required; A bachelor's degree is preferred in business administration, finance, or related field; demonstrated expertise and success in relevant professional roles may substitute for a degree
• Minimum of 7 years of progressive experience in financial services operations, with at least 3 years in a leadership role
• Experience in a credit union or community banking environment is strongly preferred
• Deep understanding of deposit and loan operations, card services, and digital banking platforms
• Familiarity with core banking systems and third-party vendor platforms
• Proficient in Microsoft programs

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations, and explanations with members, direct and indirect reports, and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance.

COMPANY INFORMATION:

Freedom Federal Credit Union is a community-chartered federal credit union offering consumer financial services to those who live, work, volunteer, worship, attend school, or have family in Harford, Baltimore, & Carroll Counties as well as Baltimore City. Additionally, Freedom offers a full line of banking services for all businesses, associations, and other organizations that are based in those same locations. To learn more, visit freedomfcu.org.

Freedom Federal Credit Union offers competitive compensation, and our benefit offerings include:

• Paid time off Accrual of 17 days in 1st year of employment
• 11 paid holidays with an extra floating holiday for your birthday
• Medical, Dental, and Vision coverage - Single and Family options available
• Supplementary Health Benefit offerings including Critical illness insurance, Accident Insurance, and Hospital Indemnity Plans
• Life and AD&D Insurance, Short-Term and Long-Term Disability Plans
• 401k Retirement Plan with employer match options after 1 year, potential for additional discretionary contribution from the organization each year
• Tuition Reimbursement options of up to $5,250 each year

Freedom Federal Credit Union conducts credit, bond, and background checks. All new hires must present evidence of authorization to work in the US. Freedom Federal Credit Union participates in the E-Verify program. Freedom Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected Military/Veteran status and will not be discriminated against based on disability.

If you are a disabled applicant and cannot apply online, please contact Freedom directly at HumanResources@freedomfcu.org for assistance.