Member Experience Success Lead

Broadview Federal Credit Union; City of Albany (NY); Hybrid; USD 60,000 - 74,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Broadview Federal Credit Union is seeking a Member Experience Success Lead to support frontline staff with operational and system inquiries, troubleshoot issues, and guide policy-based decisions. You will review trends, collaborate with MX leadership, and help optimize branch and MSC performance to streamline processes.

You will partner with training and QA teams to develop materials, mentor staff, and ensure compliance while handling complex cases requiring supervisory review and overrides.

Qualifications

• Associates degree or 1–2 years related experience/training.
• Minimum of 2 years' experience at Broadview, with Member Service Center or Branch experience preferred.
• Hybrid work schedule including evenings and weekend hours.
• Commitment to delivering exceptional customer service and driving continuous improvement.

Responsibilities

• Provide frontline staff with immediate assistance on operational and system-related inquiries, including troubleshooting and policy guidance.
• Process and authorize system overrides as necessary to resolve member issues, while ensuring compliance with Broadview policies.
• Review support request trends to identify common issues and opportunities for process improvement.
• Collaborate with the training team to design and update training materials based on observed trends.
• Mentor onboarding and ongoing training of frontline staff to ensure staff are well-equipped.

Skills

Customer service

Communication

Problem solving

Team collaboration

Education

Associates degree

Tools

Call center software

Ticketing systems

Job description

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place! Summary of Role: The Member Experience Success Lead in the Member Experience Team plays a crucial role in assisting branch and MSC staff with operational questions, including system troubleshooting and procedural guidance, and resolving complex issues requiring supervisory-level review or overrides. This position is responsible for ensuring that all frontline representatives have the resources, knowledge, and support they need to effectively serve our members and maintain operational efficiency. The Member Experience Success Lead will review trends in support requests, identify training needs, and collaborate with MX management and key stakeholders to optimize branch and MSC performance and streamline processes.

Essential Job Functions/Responsibilities:

• Provide frontline staff with immediate assistance on operational and system-related inquiries, including troubleshooting, complex issue resolution, and policy/procedure guidance.
• Process and authorize system overrides as necessary to resolve member issues, while maintaining compliance with Broadview policies, including review for fee refunds.
• Make sound and responsible decisions regarding exceptions to procedures.
• Regularly review support request trends to identify common issues, operational bottlenecks, and opportunities for process improvement.
• Compile insights and share findings with the Branch and MSC Leadership teams.
• Collaborate with the training team to design and update training materials based on observed trends, in collaboration with the Quality Assurance team, and common support needs.
• Participate in the onboarding and ongoing training of frontline staff, providing mentorship and answering questions to ensure staff are well-equipped.
• Work closely with leadership, escalation leads, training teams, and other key stakeholders to address recurring issues, recommend procedural improvements, and proactively identify areas for additional training and support.
• Maintain detailed and accurate records of support interactions, overrides, trends, and any procedural changes provided to staff, sharing key insights with leadership, as needed.
• Other duties as needed.

Role Specific Attributes and Skills:

• Consistently demonstrates an elevated level of integrity, professionalism, dependability, and ethical behavior.
• Maintain a positive and respectful attitude, especially during challenging situations, and uphold Broadview's Values in Action in all interactions.
• Skilled at building strong, positive relationships with representatives, peers, and leadership.
• Capable of providing feedback in a supportive manner, fostering an environment of empowerment, trust and open communication.
• Naturally takes initiative and serves as a role model for service excellence.
• Guides and motivates staff by setting clear expectations, offering support, and encouraging accountability.
• Strong analytical skills for identifying trends and creating actionable insights.
• Excellent communication skills with the ability to convey complex information clearly and concisely.
• Must be able to listen, articulate ideas, and respond in an empathetic manner.
• Thrives in a demanding environment and manages multiple tasks simultaneously.
• Able to quickly adjust to new systems, procedures, and priorities while maintaining composure and effectiveness under pressure.
• Proficient in call center software and other relevant systems.
• Detail-oriented with strong organizational skills.

Minimum Job Qualifications:

• Associates degree or one to two years related experience/training. (Equivalent combinations of education and experience will also be considered).
• Minimum of 2 years' experience at Broadview, with Member Service Center or Branch experience preferred.
• Flexible working a structured schedule that includes evening and weekend hours in a hybrid environment.
• Commitment to delivering exceptional customer service and driving continuous improvement.

Compensation: $60,329-$73,903 annually, plus a competitive benefits package

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs.

If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at [e-mail].

At Broadview FCU, your career is so much more than a job. Grow personally and professionally with access to opportunities to apply your strengths and unleash your potential. Broadview's success is propelled by every employee. As we work together to serve members and our communities, our collective talents produce superior financial solutions and exceptional service that are uniquely Broadview FCU.