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The Director of Digital Banking will lead the efforts to provide the best member experience by leveraging technology, driving new business, and ensuring consistency with the Andrews brand for excellent member service.

This position will own the digital experience including re-design or enhancements of all digital-related content including apps, emails and social channels and utilize data to drive growth. The leader is also responsible for increasing the capacity of the Digital Banking team to improve operations and product features.

Essential Duties

  • Manage digital platforms and channels through a deep understanding of all digital tools and channels.
  • Researches, develops, and designs new digital banking tools for increased member satisfaction and increased usage. Works directly with Application Support and assigned vendors to deploy new and innovative digital member solutions.
  • Maintain an understanding of external competitive digital developments to ensure that the digital experience with Andrews remains best in class.
  • Works collaboratively with Marketing to drive improvement in digital strategy through consistent reporting and insights based on member engagement and behavior across digital channels.
  • Identifies opportunities and drives product strategy and tactics to deliver best-in-class solutions across digital properties including, but not limited to social, web, and mobile.
  • Act as a champion and change agent in leading the organizational changes required to create and sustain enterprise digital capabilities.
  • Ensures new digital-related products and design integrates with the existing applications and hardware infrastructure.
  • Oversees the test phase to confirm the accuracy of functional and non-functional requirements.
  • Participates in defining system conversion and operating requirements, working with contractors and staff to ensure systems meet all requirements.
  • Capable of troubleshooting to resolve digital banking service issues quickly and accurately.
  • Provides support to users throughout the Credit Union in the use of digital banking solutions
  • Manages the activities of the Digital Banking team and the Manager of Digital Support Operations. This includes, but is not limited to recruitment and selection, performance management, coaching, training, and mentoring.
  • Assists with special projects and performs other duties as assigned.
  • Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Required Experience

  • BA/BS in Business, Management, Information Technology, or related field. 
  • Eight to ten years of industry experience in similar roles, preferably with a significant record of accomplishment in managing digital channels.  Experience in credit union and banks preferred.
  • Proven experience with managing a project from ideation to execution
  • Has a good balance of technical knowledge and business acumen with a proven record of accomplishment in driving digital banking innovation and business metrics with a member-centric mindset.
  • Has strong vendor management experience including contract negotiation, performance management, scope management, and change management.
  • An established background in launching software or services in partnership with internal and external information technology teams.
  • Creative approach, with the ability to anticipate challenges and develop innovative solutions
  • Ability to work and make decisions independently as well as collaborate effectively as part of a wider team
  • A minimum of five years’ experience managing support staff.  This includes recruiting, mentoring, and performance management.
  • Ability to operate and troubleshoot problems in a digital environment and with various website applications and to assist other users with such operations.
  • Excellent analytical, organizational, verbal and written communications skills are required.

Physical Requirements

  • Requires the ability to sit at a desk and computer for extended period.
  • In accordance with the Americans with Disabilities Act, requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

APPLY FOR THIS POSITION

The Assistant Branch Manager is responsible to support and drive the strategic and tactical initiatives as they relate to building member primary relationships, providing world-class service and achieving branch profitability goals.  The incumbent must develop and support best practices methods to continually improve financial center and operational performance while remaining committed to the credit union's core values and financial results, as well as Member Solutions.

Essential Duties         

  • Assist the Branch Manager to develop Andrews Federal’s sales culture. Obtain and track sales/growth goals.
  • Coordinate scheduling for Teller/MSR Training Programs. Assist Branch Manager to identify training and/or developmental needs.
  • Oversee and approve expenditures as directed by the Branch Manager in compliance with the approved branch operating and capital budgets.
  • Assist with SEG business maintenance and development.
  • Conduct weekly staff meetings for training and informational purposes.
  • Complete monthly staffing schedule, as well as periodic branch reports.
  • Monitor teller and member service performance and daily activities to ensure adherence to policies and procedures and timeliness of work performed.
  • Complete all monthly audits and reports in accordance with guidelines.
  • Limit exceptions and member complaints. Coach and counsel branch team members as to the importance of properly posting/handling transactions.
  • Participate in the hiring, separation, coaching, counseling and performance review process as required.
  • Review all logs and operations to ensure adherence to policies and procedures as appropriate.
  • Maintain proficiency in the processing of all types of branch transactions; assist members and serve as technical resource person for the MSRs and Tellers.
  • Acting as MSR when needed
  • Reviewing loan applications and loan folders as well as completing Insurance and Gap sales reports.
  • Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
  • Maintains contact with Select Employee groups to ensure excellent business relations and appropriate service level
  • Handle some of the call volume from the Operator, when necessary.
  • Completes the promotional tracking forms for Marketing.

Required Experience

  • Bachelor’s Degree
  • Three years of teller and/or member/customer service experience.
  • Two years of supervisory experience in retail branch environment, which would have included cross-selling products and services, processing on-line transactions and managing cash and securities.
  • Must have knowledge of ATMs and various office equipment.
  • Excellent organizational, verbal and written communication skills with an attention to details required.
  • Must be highly motivated and have the ability to maintain confidentiality.

APPLY FOR THIS POSITION

The Assistant Branch Manager is responsible to support and drive the strategic and tactical initiatives as they relate to building member primary relationships, providing world-class service and achieving branch profitability goals. The incumbent must develop and support best practices methods to continually improve financial center and operational performance while remaining committed to the credit union's core values and financial results, as well as Member Solutions.

Essential Duties:

  • Assist the Branch Manager to develop Andrews Federal’s sales culture. Obtain and track sales/growth goals.
  • Coordinate scheduling for Teller/MSR Training Programs. Assist Branch Manager to identify training and/or developmental needs.
  • Oversee and approve expenditures as directed by the Branch Manager in compliance with the approved branch operating and capital budgets.
  • Assist with SEG business maintenance and development.
  • Conduct weekly staff meetings for training and informational purposes.
  • Complete monthly staffing schedule, as well as periodic branch reports.
  • Monitor teller and member service performance and daily activities to ensure adherence to policies and procedures and timeliness of work performed.
  • Complete all monthly audits and reports in accordance with guidelines.
  • Limit exceptions and member complaints. Coach and counsel branch team members as to the importance of properly posting/handling transactions.
  • Participate in the hiring, separation, coaching, counseling and performance review process as required.
  • Review all logs and operations to ensure adherence to policies and procedures as appropriate.
  • Maintain proficiency in the processing of all types of branch transactions; assist members and serve as technical resource person for the MSRs and Tellers.
  • Fill in as a Member Service Representative when needed.
  • Reviewing loan applications and loan folders as well as completing Insurance and Gap sales reports.
  • Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Additional Duties: 

  • Maintains contact with Select Employee groups to ensure excellent business relations and appropriate service level.
  • Handle some of the call volume from the Operator, when necessary.
  • Completes the promotional tracking forms for Marketing.

Qualifications: 

  • Three years of teller and/or member/customer service experience.
  • Two years of supervisory experience in retail branch environment, which would have included cross-selling products and services, processing on-line transactions and managing cash and securities.
  • Must have knowledge of ATMs and various office equipment.
  • Excellent organizational, verbal and written communication skills with an attention to details required.
  • Must be highly motivated and have the ability to maintain confidentiality.

Physical Requirements: 

  • The ability to sit and/or stand for extended periods of time.
  • Must be able to use a computer keyboard and a 10-key calculator.

APPLY FOR one of THese POSITIOns

Position locations include:

  • Washington, DC
  • West Springfield, Virginia
  • Suitland, Maryland
  • Joint Base Andrews, Suitland, Maryland

The Financial Service Representative is responsible for the tactical initiatives as they relate to building member relationships, providing world-class service and achieving branch goals. The incumbent will promote and build positive relationships with members and provide solutions to their financial needs, remaining committed to the organization’s core values.

Essential Duties:

  • Assumes responsibility for the efficient, effective, and accurate performance of Teller functions.
  • Presents and explains Credit Union membership, products and services to potential and existing members and assists in meeting their financial needs. Keeps members informed of Credit Union policies and information, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
  • Identifies cross-selling opportunities through asking members pertinent questions, execution of active listening skills while communicating with members and anticipation of member needs.
  • Responds to member’s requests, problems, and complaints and/or direct them to the proper person for specific information or assistance.
  • Build positive relationships with other lines of business by interacting with other business units.
  • Refers members to departments for specialized needs (i.e., Mortgage). Refers members to designated Credit Union partners to fulfill financial counseling, investment and insurance needs.
  • Reviews all available operational, product and procedure manuals in branch to become completely familiar with all branch operations, products, services and policies.
  • Demonstrate effective communication with all internal and external business partners, including the retail partner, while effectively communicating upwards and across the organization.
  • Volunteer for SEG sign-ups and other credit union activities.
  • Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Required Experience:

  • High school diploma or GED.
  • Must have 6 months experience in a sales/service role within the financial services industry or other types of retail businesses.
  • Excellent interpersonal, verbal and written communication skills.
  • Knowledge of how the financial markets impact the financial services industry and excel at representing credit union products and operations
  • Minimal travel amongst branches may be required.

Physical Requirements:

  • The ability to sit and/or stand for extended periods of time.
  • Must be able to use a computer keyboard and a 10-key calculator.

APPLY FOR THIS POSITION

Responsible for the configuration, maintenance, and operation of Andrews Federal Credit Union’s (Overseas) network, servers, desktops, phone system, backup, and storage infrastructure. Ensures that the Credit Union’s network and all related equipment are functional to accommodate system users.

Essential Duties:

  • Installs, configures, tests and maintains servers, SAN, and related networking equipment.
  • Maintains Unified Communications, VoIP, and any related equipment, services, and platforms.
  • Ensures data protection and overall integrity via EMC Avamar Backup and Zerto Replication.
  • Installs firmware and security updates on servers, printers, and related networking equipment.
  • Utilizes best practices in maintenance of the network, servers, telephony and the platform, ensuring overall security. Partners with the Cyber Security Team in multiple aspects of this work and participates in audit remediation processes, as required.
  • Provides support to operational staff and other Credit Union associates.
  • Monitors and tests network performance and provides network performance statistics and reports to management.
  • Troubleshoots and resolves issues with ATM and related equipment, digital banking and mobile devices.
  • Maintains all data used for redundancy efforts and assists with remediation efforts as result of test findings and risk assessments.
  • Configures and maintains Microsoft Active Directory.
  • Logs all computer, terminal, and printer hardware/software problems. Calls appropriate maintenance organizations and arranges for repair. Notifies supervisor of unusual problems.
  • Liaison between the stateside IT operations and overseas IT operations.
  • Assists with software upgrades and installations.
  • Creates scripts for automation of common tasks.
  • Liaison between IT overseas and 3rd party vendors and military IT operations.
  • Performs such other duties as may be required from time to time for the overall management and operation of the Credit Union.
  • Travel to branches and perform equipment installations and repairs as needed
  • Address security issues and concerns discovered in vulnerability assessments, PEN testing, internal audits, and NCUA examinations.
  • Provides technical guidance and/or instruction as Team Lead to IT staff member.
  • Participates in on-call rotation as scheduled and directed by the Infrastructure Director.

Basic Requirements:

  • Requires an advanced proficiency in the operation of local and wide-area networks and components.
  • Must be proficient with current Microsoft Server and Client operating systems.
  • Experience with Citrix VDI is preferred.
  • Must be able to perform duties accurately and independently.
  • Must be able to prioritize tasks and meet deadlines.
  • Must be able to work with members and associates in person or over the phone, in a courteous, pleasant, professional, and efficient manner.
  • Discretion, accuracy and clarity in communication are essential.
  • A high degree of professionalism in regard to safeguarding sensitive data is also a requirement.

Educational/Experience Requirements:

  • Bachelors’ Degree in a related field (or equivalent experience) is required.
  • 7+ years experience working within LAN/WAN complex enterprise environment including use of hardware and software associated with network systems, operating systems maintenance and support, disaster recovery/business continuity planning.
  • Experience in project/task prioritization and time management skills.
  • Experience with daily Help Desk functions, such as effectively responding to emergency production problems, repairs, software/hardware changes and adjustments as necessary.
  • Experience with enterprise Internet application systems support.
  • Experience within a mission-critical environment involving disaster recovery/business continuity planning (including installation, implementation and support of PC, LAN/WAN based applications).
  • Implementation and enterprise support experience with the following technologies’ current versions:
    • Active Directory and Group Policy Management
    • MS Exchange/MS Teams – unified communications
    • MS SQL Administration and query syntax preferred
    • Scripting/Automation
    • Enterprise systems application deployment and management
    • Enterprise backup systems
    • Enterprise Malware systems – AV, URL Content & Email filtering systems
    • Mobile Device Management systems
    • Network Monitoring Performance Tools
    • Network Communications equipment
    • Imaging Tools such as MS SCCM
    • Remote Administration Tools
    • TCP/IP, VoIP
    • Windows Desktop/Server Operating Systems Management
    • Microsoft Office programs
  • Ability and willingness to work alone, and irregular hours and days.
  • Ability to work with individuals of all levels and varying technical skills.
  • Excellent written and verbal communication skills required
  • Experience with DODs Defense Switched Network (DSN) a plus
  • Military service is a plus
  • Fluent in German also a plus

Physical Requirements:

  • Requires the ability to sit at a desk and computer for extended periods of time.
  • The individual must regularly lift and/or move 20-35 pounds and occasionally lift or pull 35-80 pounds.

We want you! Join Team Andrews!

When you're ready for a more rewarding work experience, check out our open positions.

We give you the tools you need to succeed and provide an environment where you can flourish professionally and personally. Our benefits package is structured to help you enjoy a happy, healthy lifestyle, and we're always looking out for our employees. If you're passionate about helping people and giving back to our communities, we want to hear from you.

We're a full-service financial institution with stateside locations in Washington, D.C., Maryland, Virginia and New Jersey, as well as overseas locations in the Netherlands, Belgium and Germany. Check out the career opportunities available now.     

Andrews Federal members received over $12 Million in direct member benefits through lower fees, lower loan rates and higher deposit yields.