Member Experience Coach & Team Lead

Blaze Credit Union; Falcon Heights (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 hours

Paid leave options

Up to 6% 401k contribution

Tuition reimbursement

Job summary

Blaze Credit Union is seeking a role to support the Manager of the Member Experience Center by coaching staff, ensuring daily operations, and maintaining high service standards. You will assist with training, escalation handling, and performance reviews while supporting scheduling and audits.

The position requires leadership experience in financial services, strong communication, and a commitment to Blaze’s values.

Qualifications

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

Responsibilities

• Assist with the coaching and development of Member Experience Center staff.
• Assist Manager with monitoring calls including escalated calls and needed research to ensure service standards are maintained.
• Write assigned annual reviews as determined by Manager.
• Assist Manager in meeting branch NetPromoter Score (NPS) and department iNPS to ensure superior level of Member service.
• Complete team schedule on a biweekly basis.
• Assist with monthly audit reports.
• Support staff by helping with incoming calls and electronic messages to determine members’ needs and provide positive feedback.

Skills

Customer service

Leadership

Communication

Time management

Problem solving

Microsoft Word/Excel

Education

Two-year college degree in business

Tools

MS Word

MS Excel

Job description

Blaze Credit Union is seeking a role to support the Manager of the Member Experience Center by coaching staff, ensuring daily operations, and maintaining high service standards. You will assist with training, escalation handling, and performance reviews while supporting scheduling and audits.

The position requires leadership experience in financial services, strong communication, and a commitment to Blaze’s values.