Manager, Member Service Center - Digital and VTM

State Employees Federal Credit Union•Albany, NY

73d

About The Position

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 Manager of MSC Digital and VTM leads a 24/7 team delivering high-touch, high-tech member service through chat, virtual teller machines, and web-based channels. 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.

Requirements

5+ years of experience in digital banking, remote service, or contact center leadership, including 2+ years in a management role.
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.

Nice To Haves

Experience with Glia or other digital banking platforms preferred.

Responsibilities

Oversee and coach two Digital Supervisors and their teams, ensuring delivery of exceptional digital service in a 24/7 environment.
Drive a hospitality-forward culture that prioritizes connection, responsiveness, and personalization-even in digital spaces.
Monitor and interpret performance metrics, adjusting strategies to meet SLAs, KPIs, and quality standards.
Lead planning and execution of staffing models, coverage strategies, and scheduling across shifts.
Act as the senior escalation point for complex digital or technical service issues.
Partner with Technology, Training, and MSC peers to improve platforms, training, and member journeys.
Ensure adherence to regulatory requirements, security protocols, and compliance standards.
Champion innovation in digital service delivery and provide input on platform enhancements.
Represent the digital channel in enterprise discussions, advocating for the voice of both member and employee.
Cross-trained to support voice channel operations as needed.