Full-Time
Member Service Center Manager
Digital and VTM
Posted on 7/4/2026
Broadview Federal Credit Union
201-500 employees
Member-owned financial cooperative delivering banking services
Compensation Overview
$72.2k - $88.4k/yr
Albany, NY, USA
In Person
Bachelor's
 Operations & Logistics (1) |
|---|
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- At least 5 years of experience in digital banking, remote service, or contact center leadership, including at least 2 years in a management role.
- A bachelor's degree from an accredited institution or equivalent experience is 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.
- Ability to ensure compliance with regulatory requirements, cybersecurity protocols, and audit standards.
- Experience participating in risk assessments and penetration testing.
- Lead and coach Digital Supervisors and their teams to deliver exceptional 24/7 digital member service and maintain a hospitality-forward culture focused on connection, responsiveness, and personalization.
- Oversee and enhance digital platforms, including chat systems, virtual teller machine software, and artificial intelligence-powered tools, by collaborating with cross-functional teams and leveraging artificial intelligence, automation, and data analytics to improve member experiences and forecast service demand.
- Monitor and interpret performance metrics, including service-level agreements, key performance indicators, member satisfaction scores, and net promoter scores, 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 while ensuring compliance with regulatory requirements such as the Federal Financial Institutions Examination Council and the Gramm-Leach-Bliley Act, 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.
- Experience with digital banking applications and chat platforms.
- Fluency in a second language in addition to English is highly encouraged.
Broadview Federal Credit Union is a member-owned, not-for-profit financial cooperative serving individuals and businesses in New York’s Capital Region, Binghamton, Syracuse, and Buffalo. It provides standard deposit and loan products, mortgages, commercial lending, and digital banking through online and mobile platforms. Profits are reinvested back into the credit union to offer more competitive rates, lower fees, and enhanced member guidance, supported by financial education resources. Its goal is to help members achieve better financial health and support community growth by focusing on people over profits and engaging in community initiatives.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Albany, New York
Founded
1934
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Simplify's Take
What believers are saying
- Broadview won Freddie Mac's 2026 Home Possible RISE Award for mortgage volume.
- Broadview's March 2026 UB partnership expands student acquisition, sponsorship visibility, and brand reach.
- Broadview keeps winning local polls, including Times Union's Best Credit Union for 2026.
What critics are saying
- Broadview left CO-OP Shared Branch Network on May 1, 2026, reducing member convenience.
- Moody v. Broadview Federal Credit Union alleges ADA, Rehabilitation Act, and EFTA failures in 2026.
- BBB logged 64 complaints in three years, signaling recurring service friction and reputational drag.
What makes Broadview Federal Credit Union unique
- Broadview runs 60-plus branches across New York, unusual scale for a credit union.
- Its 2026 University at Buffalo deal created campus naming rights and scholarship funding.
- Broadview blends local banking with community philanthropy, including $4.5 million nonprofit support in 2025.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Retirement Plan
Flexible Work Hours
Remote Work Options
Professional Development Budget