BrightStar Credit Union · 1 week ago
Member Service Center, Business Analyst
Cooper City, FL, US
Full-time
Onsite
Entry, Mid Level
1+ years expBrightStar Credit Union is a community-focused organization that provides a diverse range of financial services. The Member Service Center Business Analyst will analyze metrics to enhance contact center operations and improve member experiences through data-driven insights and cross-functional collaboration.
BankingCredit CardsFinancial ServicesInsurance
Responsibilities
Collect, interpret, and model complex operational data to identify performance trends, service gaps, and actionable insights that drive strategic decision-making
Apply advanced analytical techniques and statistical forecasting to predict call volumes, staffing needs, and emerging patterns impacting service delivery
Utilize tools such as Microsoft Excel, Power BI, and other analytics tools to build clear, compelling dashboards and reports that translate complex data into meaningful business intelligence
Conduct root-cause analysis to diagnose performance issues, measure process effectiveness, and inform targeted improvement strategies
Perform high-level operational analysis to support long-term planning, including recommending performance objectives, projecting future needs, and shaping strategic initiatives
Evaluate and refine call center workflows to identify bottlenecks, streamline procedures, and improve overall operational efficiency
Develop recommendations that align operational insights with MSC goals, ensuring continuous improvement in efficiency, quality, and member satisfaction
Partner closely with MSC Management, Quality Assurance, Training, and other cross-functional teams to gather information, validate trends, and inform strategic decisions
Build strong relationships with stakeholders to ensure alignment, transparency, and shared ownership of improvement initiatives
Maintain active communication with the MSC Manager and leadership team to provide timely updates, escalate emerging issues, and contribute to organizational planning
Prepare and deliver clear, persuasive presentations that communicate findings, insights, and recommended actions to MSC Management, leadership and non-technical audiences
Translate complex data into easy-to-understand narratives that influence decision-making and secure buy-in for operational and strategic initiatives
Apply strong interpersonal skills to interpret and synthesize feedback from surveyed members, MSC staff, and supervisors to identify service experience trends and improvement opportunities
Monitor key contact center metrics—such as service levels, occupancy, handle time, and member satisfaction—and prepare scheduled and ad hoc reports for leadership
Recommend new metrics, KPIs, or evaluation tools as operational needs evolve
Maintain up-to-date knowledge of BSA compliance requirements and ensure relevant practices align with regulatory standards
All other duties as needed
Qualification
Required
One to three years of experience in a contact center or call center environment preferred, with exposure to performance analytics, workforce management, quality assurance, or operational support functions considered a plus
Bachelor's degree in business, Information Systems, Data Analytics, or a related field preferred. An equivalent combination of education and relevant experience may be considered
Demonstrates courtesy, tact, and diplomacy in all interactions
Engages in frequent contact with individuals across the organization and with external partners to exchange information, build relationships, and encourage collaboration
Effectively solicits cooperation and fosters a positive, professional working environment
Proficient in Microsoft Office Suite and experienced with Contact Center technologies, including ACD, Workforce Management, and related operational systems
Strong verbal communication and telephone skills, including professional vocal presentation; excellent written communication abilities
Highly motivated and able to thrive in a goal-oriented, performance-driven environment
Use sound judgment to make decisions that prioritize member needs and support the Credit Union's best interests. Capable of working efficiently, accurately, and calmly while managing multiple tasks in a fast-paced environment
Able to operate standard office equipment, including personal computers, keyboard, mouse, calculators, and common software applications; able to sit for extended periods as required
Strong analytical and organizational skills with a high attention to detail
Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity that is relevant to the department
In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department
Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act
Benefits
Medical, Dental, and Vision
401K Plan with Matching
Tuition Reimbursement Program
Supplemental Benefits
Engagement Area
Wellness Studio & Gym
Company Paid Life Insurance
Health Savings Account with Company Contributions
Company
BrightStar Credit Union
BrightStar Credit Union is a financial firm that offers low-rate loans, insurance, investment, credit, personal & business account services.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2025-08-04
Company data provided by crunchbase