[Remote] Director, Commercial Sales and Service

Note: The job is a remote job and is open to candidates in USA. Firefighters First Federal Credit Union, the nation’s largest exclusive firefighter credit union, is looking for a Director of Commercial Sales and Service. This role is responsible for leading business lending and deposit growth while ensuring exceptional service delivery and operational excellence for business members.

Responsibilities

• Driving business growth results, including commercial lending, deposit growth, cross-sell performance, and internal referrals through sales leadership, relationship deepening, and consultative conversations
• Ensuring operational excellence in service delivery, maintaining high standards for responsiveness, accuracy, service level adherence, escalation management, and service recovery
• Overseeing the small business loan origination and onboarding experience, ensuring a seamless, transparent, and timely process from application through funding, account setup, and digital service activation
• Providing oversight of portfolio support functions, including setting expectations for and monitoring the use of financial statement collection as a structured member touchpoint
• Serving as business owner for key business member platforms and vendors (e.g., MeridianLink, Business Online Banking, Business Zelle), overseeing performance, issue resolution, enhancements, and member impact
• Championing continuous improvement and cross‑functional collaboration by leveraging data, automation, and process optimization to improve scalability, efficiency, and the overall business member experience
• Regularly meeting with each team member to coach and mentor to ensure alignment around FFCU’s mission, vision, and values
• Providing team members with training, tools, and resources to successfully perform their jobs
• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed
• Providing and ensuring development opportunities are available for team members as part of their overall career path with the Credit Union
• Leading change by identifying opportunities that consistently raise the bar and improve service levels

Skills

• Bachelor's degree required
• Minimum 5–7 years of experience in business banking or commercial lending
• Minimum 3 years of experience working at a bank or credit union
• Minimum 3 years of experience driving lending production, deposit growth, and cross-sell results
• Minimum 3 years of experience supervising teams in a sales and service environment
• Minimum 3 year of experience with small business lending processes, loan documentation, and portfolio management practices
• All candidates must be bondable and maintain bondable status throughout employment in accordance with credit union regulatory requirements

Benefits

• Competitive salary with a pay for performance bonus
• Fully paid Medical, Dental, and Vision benefits package for employees.
• Fully paid Life insurance, AD&D, short and long-term disability coverage
• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
• Pet Insurance
• 4 weeks of PTO annually including 2 9 days of float time.
• 9 paid holidays plus 2 half days

Company Overview