Member Experience Specialist

First Entertainment Credit Union

. Deliver outstanding member experience and serve as a knowledgeable, collaborative partner to Member Experience Center teammates .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $29 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in member service and financial products, with a strong focus on resolving complex inquiries and enhancing member relationships. Proficient in coaching, quality assurance, and compliance with regulatory requirements in a financial services environment.

Highest-signal resume keywords

Member Service ExperienceFinancial Services KnowledgeContact Center OperationsDigital Banking PlatformsCoaching and Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Helpdesk Ticket ManagementComplex Problem ResolutionQuality Assurance ReviewTransaction OverridesBill Pay FraudNet Reviews

Soft Skills

Excellent Communication SkillsActive ListeningAdaptabilityCollaboration

Tools & Technologies

MS Office ProductsSymitar for WindowsAlkamiGliaWire XchangeFiservEnsentaPartnerCareAscensus

Industry Keywords

Credit Union PoliciesLending LawsRegulatory ComplianceMember ExperienceService Delivery

About the role

Key responsibilities & impact

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

What you’ll need

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