Member Experience Center Lead - Training & Support

Blaze Credit Union; Saint Paul (MN); On-site; USD 68,000 - 75,000; Full time

Benefits offered by this job

Low-cost medical

Dental insurance

Vision insurance

Quarterly bonuses

Generous vacation and sick time

6% 401k contribution

Tuition reimbursement

Job summary

Blaze Credit Union in Minnesota seeks an experienced Manager to lead the Member Experience Center staff. This role focuses on coaching, development, and ensuring daily operations meet goals while answering calls and providing support as needed.

Responsibilities include training staff on Blaze policies, monitoring calls, writing annual reviews, and driving NPS/iNPS scores. The manager will also assist with audits, timecards, and providing exemplary service across channels.

Qualifications

• Minimum 2 year college degree in business or a related field preferred.
• Minimum 3–4 years of similar or related financial service experience / leadership experience preferred.

Responsibilities

• Assist the Manager with training and development of staff on department functions and Blaze policies.
• Monitor calls including escalated calls and needed research to maintain service standards.
• Communicate performance issues and/or employee recognition to Manager as needed.
• Write assigned annual reviews as determined by Manager.
• Help meet branch NetPromoter Score (NPS) and department iNPS to ensure superior member service.
• Assist with timecard approval.
• Model Blaze values and mentor staff to achieve goals.

Skills

Customer service

Sales

Relationship building

Team leadership

Communication

Education

2-year college degree in business or related field

Leadership experience in financial services

Tools

Microsoft Word

Excel

Job description

Blaze Credit Union in Minnesota seeks an experienced Manager to lead the Member Experience Center staff. This role focuses on coaching, development, and ensuring daily operations meet goals while answering calls and providing support as needed.

Responsibilities include training staff on Blaze policies, monitoring calls, writing annual reviews, and driving NPS/iNPS scores. The manager will also assist with audits, timecards, and providing exemplary service across channels.