Member Experience Specialist

Jobtailor; Deutschland; Hybrid; EUR 42.000 - 56.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced Financial Service Representative to deliver outstanding member experiences within the Member Experience Center. You will triage helpdesk tickets, resolve complex inquiries, and collaborate with internal teams to improve service delivery.

Responsibilities include cross-selling Credit Union products, coaching teammates, documenting interactions with confidentiality, and ensuring regulatory compliance.

Qualifikationen

• High School degree or equivalent required.
• Two-year college degree or equivalent preferred, or completion of a specialized course.
• 3–5 years experience as Financial Service Representative or Member Service Representative at a full-service financial institution.
• Prior experience in contact center operations and performance metrics required.
• Knowledge of Credit Union products, services, procedures, and guidelines.
• Knowledge of digital banking platforms and technologies (Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare, Ascensus) preferred.
• Knowledge of lending laws and related regulations.
• Excellent communication skills, verbal and written.
• Familiarity with MS Office and Symitar for Windows (Episys).
• Adaptability to office, hybrid, or remote work arrangements.

Aufgaben

• Deliver outstanding member experiences in the Member Experience Center.
• Triaging Helpdesk tickets and resolving complex requests.
• Cross-selling Credit Union products and services.
• Coach frontline teammates and provide observations to leaders.
• Promote digital self-service and monitor queues and trends.
• Document interactions with confidentiality and data integrity.
• Ensure compliance with Credit Union policies and regulatory requirements.
• Collaborate with internal departments to resolve complex issues.

Kenntnisse

Member Service Experience

Helpdesk Ticket Management

Digital Banking Knowledge

Communication Skills

Financial Institution Compliance

Ausbildung

High School degree

Two-year college degree

Tools

MS Office

Symitar for Windows

Alkami

Glia

Wire Xchange

Fiserv

Ensenta

PartnerCare

Ascensus

Jobbeschreibung

• Deliver outstanding member experience and serve as a knowledgeable, collaborative partner within the Member Experience Center


• Serve as a Subject Matter Expert and deepen new and existing member relationships by cross-selling products and services


• Own Helpdesk ticket triage, manage escalated calls, coach frontline teammates or provide observation to leaders, and resolve complex requests and issues


• Actively listen to members’ concerns and provide solutions via phone, chat, video appointment, and other service channels while promoting digital self-service


• 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 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

Core Competencies

Demonstrates expertise in member service and financial products, with a strong focus on resolving complex inquiries and enhancing member relationships. Proficient in digital banking technologies and compliance with regulatory requirements.

Highest-signal resume keywords

• Member Service Experience


• Helpdesk Ticket Management


• Digital Banking Knowledge


• Communication Skills


• Financial Institution Compliance

ATS Optimization Keywords

Hard Skills

• Financial Service Representative Experience


• Contact Center Operations


• Performance Metrics Analysis


• Lending Laws Knowledge


• Process Improvement Identification

Soft Skills

• Active Listening


• Coaching and Feedback


• Adaptability


• Collaboration

Industry Keywords

• Credit Union Policies


• Regulatory Requirements


• Member Experience Center


• Digital Self-Service


• Quality Assurance

Tools & Technologies

• MS Office Products


• Symitar for Windows


• Alkami


• Glia


• Wire Xchange


• Fiserv


• Ensenta


• PartnerCare


• Ascensus