Albany, NY · Remote
$72K - $88K/yr
The Manager of MSC Digital and VTM leads a 24/7 digital service team responsible for delivering ... Broadview FCU is committed to ensuring individuals with disabilities and/or those whohave special ...
Albany, NY · Remote
$72K - $88K/yr
The Manager of MSC Digital and VTM leads a 24/7 digital service team responsible for delivering ... Broadview FCU is committed to ensuring individuals with disabilities and/or those whohave special ...
Bellevue, WA · On-site
$96K - $102K/yr
Fulfill client requests and resolve service-related issues ensuring all interactions are updated in CRM * Communicate regularly with clients via phone, email, mail, and digital channels to support ...
Bellevue, WA · On-site
$96K - $102K/yr
Fulfill client requests and resolve service-related issues ensuring all interactions are updated in CRM * Communicate regularly with clients via phone, email, mail, and digital channels to support ...
Franklin, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying members' needs, providing service excellence, accurately processing all transactions, and helping members achieve ...
Franklin, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying members' needs, providing service excellence, accurately processing all transactions, and helping members achieve ...
Albany, NY · On-site
$72K - $88K/yr
The Manager of MSC Digital and VTM leads a 24/7 digital service team responsible for delivering ... Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special ...
Albany, NY · On-site
$72K - $88K/yr
The Manager of MSC Digital and VTM leads a 24/7 digital service team responsible for delivering ... Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special ...
Marlborough, MA · On-site
$20.50 - $22.60/hr
Description Provide members with a high level of support services support in a friendly, efficient and timely manner. Support the handling of products and services offered to our members. Assist the ...
Marlborough, MA · On-site
$20.50 - $22.60/hr
Description Provide members with a high level of support services support in a friendly, efficient and timely manner. Support the handling of products and services offered to our members. Assist the ...
Littleton, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Littleton, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Chelmsford, MA · On-site
$83K - $99K/yr
Description This role leads execution of service delivery readiness efforts to ensure frontline teams are prepared to deliver consistent, highquality member experiences during new product launches ...
Chelmsford, MA · On-site
$83K - $99K/yr
Description This role leads execution of service delivery readiness efforts to ensure frontline teams are prepared to deliver consistent, highquality member experiences during new product launches ...
Burlington, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying members' needs, providing service excellence, accurately processing all transactions, and helping members achieve ...
Burlington, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying members' needs, providing service excellence, accurately processing all transactions, and helping members achieve ...
Chelmsford, MA · On-site
$21.50 - $24.10/hr
Description This role will report to the Team Leader and play a crucial role in supporting and implementing objective and independent quality control reviews. This role is essential for maintaining ...
Chelmsford, MA · On-site
$21.50 - $24.10/hr
Description This role will report to the Team Leader and play a crucial role in supporting and implementing objective and independent quality control reviews. This role is essential for maintaining ...
Description This role improves branch operations by identifying operational inefficiencies and leading initiatives that enhance service delivery, operational effectiveness, and member experience. The ...
Description This role improves branch operations by identifying operational inefficiencies and leading initiatives that enhance service delivery, operational effectiveness, and member experience. The ...
Andover, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Andover, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Framingham, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Framingham, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Description The Insurance Service Agent II proactively contacts members to improve policy retention and services existing insurance policies, processing and following up on requested changes and ...
Description The Insurance Service Agent II proactively contacts members to improve policy retention and services existing insurance policies, processing and following up on requested changes and ...
Description This role improves branch operations by identifying operational inefficiencies and leading initiatives that enhance service delivery, operational effectiveness, and member experience. The ...
Description This role improves branch operations by identifying operational inefficiencies and leading initiatives that enhance service delivery, operational effectiveness, and member experience. The ...
Waltham, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Waltham, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
New
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
New
MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. Here's what you can ...
MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. Here's what you can ...
Waltham, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Waltham, MA · On-site
$21.50/hr
Description Contribute to DCU's Success Sharing and business goals by identifying member's needs, providing service excellence and helping members achieve their financial goals. What You'll Do:
Rocklin, CA · On-site
$22.21/hr
Description The Consumer Loan Processor performs consumer loan processing functions including document collection and organization, auditing, and quality assurance. The Processor works in alignment ...
Rocklin, CA · On-site
$22.21/hr
Description The Consumer Loan Processor performs consumer loan processing functions including document collection and organization, auditing, and quality assurance. The Processor works in alignment ...
Chelmsford, MA · On-site
$83K - $99K/yr
Description Acting as a trusted partner to executive officers, this position supports them and their organizations in navigating complexity with clarity and confidence. Through proactive partnership ...
Chelmsford, MA · On-site
$83K - $99K/yr
Description Acting as a trusted partner to executive officers, this position supports them and their organizations in navigating complexity with clarity and confidence. Through proactive partnership ...
$72K - $88K/yr
Full-time
Re-posted 28 days ago
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!
The Manager of MSC Digital and VTM leads a 24/7 digital service team responsible for delivering high-touch, high-tech member support through chat, virtual teller machines (VTMs), and web-based platforms. This leader ensures around-the- clock operational excellence, hospitality-focused digital interactions, and development of a high- performing team. Reporting to the Director MSC Voice & Digital, this role is essential in shaping a scalable, seamless digital member experience.
Essential Job Functions/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
Minimum Job Qualifications:
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.
Experience with digital banking applications and chat platforms preferred.
Compensation:$72,182 - $88,423, 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 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 talentacquisition@broadviewfcu.com