Member Experience Specialist

About the role

First Entertainment Credit Union is seeking a Member Experience Specialist to deliver an outstanding member experience and act as a knowledgeable, collaborative partner within the Member Experience Center (MXC). As a Subject Matter Expert, the specialist deepens new and existing member relationships through cross-selling products and services. The role owns helpdesk ticket triage, manages escalated calls, coaches frontline teammates or advises leaders, resolves complex requests and issues, takes part in training initiatives and ensures adherence to company policies. It is a remote position reporting to the Member Experience Center Manager; external candidates must live in Arizona, Florida, Texas or Georgia.

Key responsibilities

• Listen to members' concerns and solve them by phone, chat, video appointment and other channels, promoting digital self-service
• Handle complex inquiries, complaints and escalated interactions, and manage helpdesk tickets and support requests
• Collaborate with internal departments to resolve complex member issues and monitor queues and escalations for efficiency improvements
• Review interactions for quality assurance and coach team members and leadership
• Support onboarding and training, and share best practices and process updates
• Assist with operational tasks such as transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management and TruStage opt-outs
• Ensure compliance with Credit Union policies, procedures and regulatory requirements, and document interactions confidentially
• Identify process improvements and partner with leadership to enhance member experience and operational performance

Required profile

• High school degree or equivalent; two-year college degree or equivalent preferred
• 3 to 5 years of experience as a Financial Service or Member Service Representative at a full-service financial institution
• Prior contact center experience and knowledge of performance metrics
• Thorough knowledge of Credit Union products, procedures, membership requirements and lending regulations
• Excellent verbal and written communication skills
• Flexibility to work in office, hybrid or fully remote settings

Required skills

• Digital banking platforms such as Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare and Ascensus (highly preferred)
• MS Office (Word, Excel, Outlook, Teams) and Symitar for Windows (Episys)