Director, Business Member Support Center

Golden 1 Credit Union; Sacramento (CA); On-site; USD 94,000 - 95,000; Full time

Job summary

Golden 1 Credit Union in California seeks a results-driven Supervisor to lead the Business Member Support Service Center, balancing member experience with risk, coaching, and process improvement. This exempt role reports to the Senior Manager - Business Member Support Account Servicing and drives a culture of service excellence.

You will mentor staff, manage daily operations, monitor KPIs, lead training, and champion digital tools to deliver efficient, compliant service for business members.

Qualifications

• Bachelor’s Degree in business or related field preferred.
• Directly related experience may be considered in lieu of education.
• 6+ years of progressive leadership roles required.
• Business Banking Account and Loan Serving experience within a financial institution.

Responsibilities

• Promote a culture of member excellence and continuous improvement within the Business Member Support Service Center.
• Handle escalated and complex inquiries to ensure timely resolution and member satisfaction.
• Supervise daily operations of the Contact Center, including scheduling and SLAs.
• Monitor performance metrics and provide coaching to drive improvement.
• Lead training and development initiatives for staff.
• Implement process improvements and technology solutions for efficiency and accuracy.
• Conduct risk assessments and ensure regulatory compliance.

Skills

Leadership

People management

Strategic planning

Communication

Education

Bachelor’s Degree in business or related field

Job description

Golden 1 Credit Union in California seeks a results-driven Supervisor to lead the Business Member Support Service Center, balancing member experience with risk, coaching, and process improvement. This exempt role reports to the Senior Manager - Business Member Support Account Servicing and drives a culture of service excellence.

You will mentor staff, manage daily operations, monitor KPIs, lead training, and champion digital tools to deliver efficient, compliant service for business members.