Member Service Center Escalation Lead
Member Service Center Escalation Lead
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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!
This position is located in Albany NY.
This position may allow for remote work after successful completion of training and at least six 6 months of employment onsite.
Summary of Role:
The Member Support Center (MSC) Escalation Lead is responsible for resolving complex member issues and escalations with professionalism accuracy and empathy. This role supports financial transactions investigates fraud manages fee refunds and ensures compliance with internal policies and regulations. The Escalation Lead plays a critical role in advocating for members and delivering an exceptional experience during sensitive or complicated interactions.
Essential Job Functions/Responsibilities:
Resolve escalated or complex member issues ensuring firstcontact resolution and a positive member experience.
Handle sensitive member complaints and disputes with professionalism empathy and care.
Process financial transactions open/close accounts and manage debit/ATM cards and disputes.
Review and process loan and credit card applications providing clear and accurate information.
Investigate potential fraud and wire requests escalating suspicious activity as needed.
Decision fee refunds within defined authority balancing member satisfaction and policy.
Ensure regulatory and policy compliance across all interactions and processes.
Serve as liaison between frontline staff and internal departments to resolve member concerns.
Identify recurring member pain points and recommend process improvements to leadership.
Participate in jobrelated training special projects and department meetings as needed.
Minimum Job Qualifications:
Associates degree or equivalent OR one to two years related experience and/or training. (Equivalent combinations of education and experience will also be considered).
Minimum of 2 years contact center experience
Lending certification a plus.
Flexible to work a structured schedule that includes evening and weekend hours
Commitment to delivering exceptional customer service and driving continuous improvement.
Starting Compensation:$26.52 $32.48/hr. plus a competitive benefits package
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race creed color national origin religion sex age veteran status disability genetic information gender identity or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those whohave 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
Employment Type
Full-Time
