[Hiring] Member Experience Specialist @First Entertainment Credit Union

Role Description

First Entertainment Credit Union is seeking a Member Experience Specialist responsible for delivering outstanding member experience and serving as a knowledgeable, collaborative partner to teammates within the Member Experience Center (MXC). Serving as a Subject Matter Expert (SME), the ideal candidate will deepen new member and existing member relationships by cross-selling products and services.

• Own Helpdesk ticket triage, manage escalated calls, provide coaching to frontline teammates or observation to leaders, and resolve complex requests and issues in a timely and professional manner.
• Support team development by participating in training initiatives, assisting team members, and ensuring adherence to company policies and procedures.
• This is a remote position, reporting to the Digital Member Experience Center Manager.
• External candidates must reside within Arizona, Texas, and Georgia to be considered.
• For pay determination purposes, the target pay in California is between $29 and $35. Offers extended to candidates residing outside of California may be adjusted to reflect the market compensation rates associated with the candidate's geographic location.

Qualifications

• High School degree or equivalent required.
• Two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school.
• A minimum of three (3) to five (5) years’ experience as Financial Service Representative and/or Member Service Representative at a full-service financial institution required.
• Prior experience working in contact center operations and performance metrics required.
• Thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
• Knowledge of digital banking platforms and technologies, such as Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare, and Ascensus highly preferred.
• Knowledge of lending laws, regulations, procedures, policies, etc.
• Excellent communication skills both verbally and written.
• Familiarity with MS Office products (Word, Excel, Outlook, Teams), and Symitar for Windows (Episys).
• Adaptability and flexibility in their work arrangements in a variety of settings, including in-office, hybrid, or 100% remote environments as needed.

Requirements

• Actively listen to members' concerns and provide effective solutions via phone, chat, video appointment, and other member service channels, while promoting digital self-service solutions.
• Handle complex member inquiries, complaints, and escalated interactions, ensuring timely and effective resolution.
• Manage HelpDesk tickets and support requests, ensuring accurate research, follow-up, and resolution.
• Collaborate with internal departments to investigate and resolve complex member issues.
• Monitor service queues and escalation trends to identify opportunities for improved service delivery and operational efficiency.
• Review member interactions for quality assurance purposes and provide coaching and feedback to team members and leadership.
• Support onboarding, training, and ongoing development initiatives by providing guidance on MXC procedures, digital tools, systems, and member-facing platforms, while sharing best practices and process updates.
• Assist with operational functions, including transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management, TruStage opt-outs, and other specialized tasks as assigned.
• Ensure all member interactions, transactions, and account servicing activities comply with Credit Union policies, procedures, and regulatory requirements.
• Identify process improvement opportunities and partner with leadership to enhance member experience, employee effectiveness, and operational performance.
• Accurately document member interactions, resolutions, and recommendations while maintaining confidentiality and data integrity.

Company Description

First Entertainment Credit Union does not utilize artificial intelligence (AI) tools in any part of the hiring process. This includes reviewing applications, analyzing resumes, or evaluating candidate responses. All hiring decisions are made exclusively by our hiring teams, in compliance with applicable employment laws and regulations to ensure fairness, transparency, and equal opportunity.