Broadview Federal Credit Union · 5 months ago
Manager, Member Service Center - Digital and VTM
Albany, NY
Full-time
Onsite
Senior Level
$72K/yr - $105K/yr
5+ years expBroadview Federal Credit Union is a company that values its employees, members, and community. The Manager of MSC Digital and VTM will lead a digital service team to ensure operational excellence and deliver high-quality member support through various digital platforms.
CreditEducationFinanceFinancial Services
Responsibilities
Lead and coach Digital Supervisors and their teams to deliver exceptional 24/7 digital member service, ensuring a hospitality-forward culture focused on connection, responsiveness, and personalization
Oversee and enhance digital platforms—including chat systems, VTM software, and AI-powered tools—by collaborating with cross-functional teams and leveraging AI, automation, and data analytics to improve member experiences and forecast service demand
Monitor and interpret performance metrics (SLAs, KPIs, MSAT, NPS), adjusting strategies to meet quality and service standards and conducting root cause analysis using structured and unstructured data to resolve service disruptions
Plan and execute staffing models, coverage strategies, and scheduling across shifts to ensure operational continuity and support voice channel operations through cross-training and shared resource planning
Act as the senior escalation point for complex digital or technical service issues, ensuring compliance with regulatory requirements (e.g., FFIEC, GLBA), cybersecurity protocols, and audit standards
Maintain audit-ready documentation and participate in risk assessments and penetration testing to uphold security and compliance
Represent the digital channel in enterprise planning, advocating for member and employee needs across organizational initiatives
Champion a scalable, seamless digital member experience by aligning operational excellence with high-tech, high-touch service principles
Ensure continuous improvement in digital service outcomes through data-driven decision-making and strategic leadership
Qualification
Required
5+ years of experience in digital banking, remote service, or contact center leadership, including 2+ years in a management role
Bachelor's degree from an accredited institution or equivalent experience required
Proven ability to lead high-performing teams in a 24/7 operational setting
Deep understanding of digital platforms and tools, with a focus on member experience
Strong leadership, analytical, and communication skills
Preferred
Experience with digital banking applications and chat platforms
Benefits
A competitive benefits package
Company
Broadview Federal Credit Union
Broadview FCU provides personalized banking solutions, financial education, and a platform for bonus enrollment.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Castellana
Chief Executive Officer
Earl T. Young
Chief Lending & Credit Officer
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