Member Service Center, Business Analyst

BrightStar Credit Union•Cooper City, FL

40d

About The Position

The purpose of the position is to assist the members of our growing community in meeting their financial needs and goals by analyzing the Member Service Center metrics to provide the necessary data to make actionable changes as needed. This is done by providing outstanding service to both internal and external members. A Member Service Center Business Analyst leverages advanced analytical, strategic, and technical expertise to enhance contact center operations and member experience. This role requires strong capabilities in data analysis, performance measurement, and operational optimization to identify trends, streamline processes, and support data-driven decision-making. The analyst collaborates cross-functionally to evaluate business needs, works with managers to implement technology solutions, and improves workforce management practices. By aligning operational insights with strategic goals, the MSC Business Analyst plays a critical role in increasing efficiency, improving service quality, and driving overall member satisfaction.

Requirements

One to three years of experience in a contact center or call center environment preferred, with exposure to performance analytics, workforce management, quality assurance, or operational support functions considered a plus.
Bachelor’s degree in business, Information Systems, Data Analytics, or a related field preferred. An equivalent combination of education and relevant experience may be considered.
Demonstrates courtesy, tact, and diplomacy in all interactions.
Engages in frequent contact with individuals across the organization and with external partners to exchange information, build relationships, and encourage collaboration.
Effectively solicits cooperation and fosters a positive, professional working environment.
Proficient in Microsoft Office Suite and experienced with Contact Center technologies, including ACD, Workforce Management, and related operational systems.
Strong verbal communication and telephone skills, including professional vocal presentation; excellent written communication abilities.
Highly motivated and able to thrive in a goal-oriented, performance-driven environment.
Use sound judgment to make decisions that prioritize member needs and support the Credit Union’s best interests. Capable of working efficiently, accurately, and calmly while managing multiple tasks in a fast-paced environment.
Able to operate standard office equipment, including personal computers, keyboard, mouse, calculators, and common software applications; able to sit for extended periods as required.
Strong analytical and organizational skills with a high attention to detail.
Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity that is relevant to the department.
In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Responsibilities

Collect, interpret, and model complex operational data to identify performance trends, service gaps, and actionable insights that drive strategic decision-making.
Apply advanced analytical techniques and statistical forecasting to predict call volumes, staffing needs, and emerging patterns impacting service delivery.
Utilize tools such as Microsoft Excel, Power BI, and other analytics tools to build clear, compelling dashboards and reports that translate complex data into meaningful business intelligence.
Conduct root-cause analysis to diagnose performance issues, measure process effectiveness, and inform targeted improvement strategies.
Perform high-level operational analysis to support long-term planning, including recommending performance objectives, projecting future needs, and shaping strategic initiatives.
Evaluate and refine call center workflows to identify bottlenecks, streamline procedures, and improve overall operational efficiency.
Develop recommendations that align operational insights with MSC goals, ensuring continuous improvement in efficiency, quality, and member satisfaction.
Partner closely with MSC Management, Quality Assurance, Training, and other cross-functional teams to gather information, validate trends, and inform strategic decisions.
Build strong relationships with stakeholders to ensure alignment, transparency, and shared ownership of improvement initiatives.
Maintain active communication with the MSC Manager and leadership team to provide timely updates, escalate emerging issues, and contribute to organizational planning.
Prepare and deliver clear, persuasive presentations that communicate findings, insights, and recommended actions to MSC Management, leadership and non-technical audiences.
Translate complex data into easy-to-understand narratives that influence decision-making and secure buy-in for operational and strategic initiatives.
Apply strong interpersonal skills to interpret and synthesize feedback from surveyed members, MSC staff, and supervisors to identify service experience trends and improvement opportunities.
Monitor key contact center metrics—such as service levels, occupancy, handle time, and member satisfaction—and prepare scheduled and ad hoc reports for leadership.
Recommend new metrics, KPIs, or evaluation tools as operational needs evolve.
Maintain up-to-date knowledge of BSA compliance requirements and ensure relevant practices align with regulatory standards.
All other duties as needed.