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Broadview Federal Credit Union · 5 months ago

Manager, Member Service Center - Voice Channel

Albany, NY

Full-time

Onsite

Mid, Senior Level

$72K/yr - $105K/yr

5+ years exp

Broadview Federal Credit Union is a company that values its employees and community, and they are seeking a Manager for their Member Service Center Voice Channel. This role involves providing strategic leadership to a team of supervisors, focusing on delivering exceptional member experiences and driving operational effectiveness.

CreditEducationFinanceFinancial Services

Responsibilities

Lead, coach, and develop a team of approximately four supervisors, ensuring consistent execution of service and performance standards

Champion a culture of hospitality by modeling empathy, connection, and care across all member interactions

Monitor and analyze key metrics (SLAs, KPIs, member feedback), identifying opportunities for continuous improvement

Collaborate with cross-functional leaders to streamline processes, remove barriers, and align on service expectations

Serve as an escalation point for complex member issues, providing guidance to supervisors and frontline staff

Partner with HR and Training to deliver coaching, onboarding, and ongoing development aligned with credit union values

Drive accountability through performance management, recognition, and clear expectations

Ensure proper staffing coverage, workflow optimization, and adherence to compliance standards

Support enterprise initiatives and innovation by bringing forward insights from the voice team

Cross-trained to understand and support digital operations as needed for seamless member support

Qualification

Contact center leadershipPerformance data analysisCoaching skillsBanking systems experienceProblem-solving skillsBilingual communicationInterpersonal skillsCollaboration skillsConfidentiality