Member Experience Specialist

🔥 2 hours ago

🌵 Arizona, California, +3 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🐊 Florida – Remote 🤠 Texas – Remote 🍑 Georgia – Remote

💵 $29 - $35 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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First Entertainment Credit Union

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1967

🏦 Banking

💸 Finance

Banking • Finance

First Entertainment Credit Union is a financial institution that serves entertainment professionals in Hollywood, California, and surrounding communities. It offers a variety of banking products and services, including personal and business accounts, loans, credit cards, and financial advisory services. The credit union emphasizes personalized service with options for video, phone, and in-branch appointments, aiming to make banking convenient and tailored to the unique needs of those in the entertainment industry. It also provides digital banking solutions and custom services like loans for union dues to accommodate the schedules and financial requirements of its members.

📋 Description

• Deliver outstanding member experience and serve as a knowledgeable, collaborative partner to Member Experience Center teammates • Serve as a Subject Matter Expert and deepen new and existing member relationships by cross-selling products and services • Own Helpdesk ticket triage and manage escalated calls • Provide coaching to frontline teammates and observation to leaders • Resolve complex requests and issues in a timely and professional manner • Actively listen to members and provide solutions via phone, chat, video appointment, and other service channels • Promote digital self-service solutions • Handle complex member inquiries, complaints, and escalated interactions • Manage HelpDesk tickets and support requests through research, follow-up, and resolution • Collaborate with internal departments to investigate and resolve complex member issues • Monitor service queues and escalation trends to improve service delivery and operational efficiency • Review member interactions for quality assurance and provide coaching and feedback • Support onboarding, training, and ongoing development initiatives • Assist with transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management, TruStage opt-outs, and other specialized tasks • Ensure compliance with Credit Union policies, procedures, and regulatory requirements • Identify process improvements with leadership • Document member interactions, resolutions, and recommendations while maintaining confidentiality and data integrity

🎯 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 work arrangements including in-office, hybrid, or 100% remote environments as needed

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