Member Experience Specialist

Overview

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.

This role is responsible for owning Helpdesk ticket triage, managing escalated calls, providing coaching to frontline teammates or observation to leaders, and resolving complex requests, and issues in a timely and professional manner. The Member Experience Specialist also supports team development by participating in training initiatives, assisting team members, ensuring adherence to company policies and procedures.

The 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.

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.

At First Entertainment, your role, and every role, is essential to fulfilling our Mission, “We build lifelong relationships with the people of the entertainment and creative industries based on a deep understanding of how they live and work,” and living our Core Values: Members First, Ownership, Integrity, Innovation, Inclusivity, and One Team. We expect all teammates to uphold these principles in everything they do.

Requirements

• 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.