Director of Video Banking Job at Tencu in Nashville

Location: Main Branch (Nashville, TN)

Job Type: Full‑Time (On‑Site)

Schedule: Monday – Thursday, 8:00 AM – 5:00 PM & Friday, 8:00 AM – 6:00 PM

Compensation: Depending on experience

Job Overview

As the Director of Video Banking, you will lead the strategic vision and execution for the video banking channel, delivering a seamless and exceptional digital experience throughout the entire member journey. You will empower and guide a high‑performing team to drive member engagement, build loyalty, and achieve key membership growth targets at TENCU.

We believe in building a team guided by our core values of Member‑Centric, Integrity, and Innovation. While we take our work seriously, we also enjoy the joy in what we do.

What You’ll Do

• Manage assigned special projects.
• Oversee prompt responses to all member service emails.
• Assist other departments as needed.
• Act as backup for the Call Center Manager.
• Monitor and enforce adherence to all relevant governmental regulations, including Regulations CC, E, D, J, and Z, and Uniform Commercial Code Articles 3 and 4, to mitigate risk and ensure compliance.

Who You Are

• Credit Union knowledge: In‑depth knowledge of TENCU products, operations, and regulatory compliance.
• Member experience: Proven success developing strategies and using customer success platforms to enhance member experience.
• Leadership & teamwork: Strong leadership, mentorship, and collaboration skills. Effectively train and coach staff on product cross‑selling.
• Communication & interpersonal skills: Excellent written and verbal communication in English is required; bilingual skills are a plus.
• Technical proficiency: Skilled with computers, including MS Office, and able to troubleshoot issues related to the video banking system.
• Analytical abilities: Strong problem‑solving and analytical skills with the ability to interpret data.
• Collaboration: Work effectively with other departments to resolve member service and fraud issues.
• Flexibility: Willingness to travel to other Credit Union locations as needed.

Benefits

We offer a comprehensive benefits package with competitive pay, employer‑paid medical, dental, and vision insurance, a 401(k) defined contribution plan with a generous 7% match, and eleven paid holidays.

Education and Experience

• Bachelor’s degree preferred. A two‑year college degree required.
• 5–8 years in banking/credit union call center or e‑branch, with 3+ years in management.
• Knowledge of Visa regulations, UCC Articles 3 & 4, and federal banking regulations.

Physical Requirements

• Ability to sit for long periods of time.
• Ability to use a computer for long periods of time.
• Ability to stand, twist, bend, squat, crawl, and climb.
• Ability to lift up to 25 pounds.
• Ability to drive a credit union vehicle.

To be hired for this position the candidate must pass a drug screen and background check.

TENCU is an Equal Opportunity Employer. This job opportunity is only open to local candidates in Tennessee.