Escalation Lead

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!

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 first-contact 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 front-line staff and internal departments to resolve member concerns.

• Identify recurring member pain points and recommend process improvements to leadership.

• Participate in job-related 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.

• This position is eligible for remote work after 6 months and contingent upon strong performance.

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 talentacquisition@broadviewfcu.com