Chat-Driven Member Support Specialist

Kinecta; El Segundo (CA); On-site; USD 34,000 - 41,000; Full time

Job summary

Kinecta Federal Credit Union is seeking a Digital Member Support Advisor to handle member inquiries via chat from El Segundo, CA. The role requires a calm, knowledgeable communicator who can resolve issues with accuracy and care and support our TKX service model across channels.

This full-time position emphasizes excellent written communication, multi-tasking capability, and proactive member engagement to grow retention and deepen product usage in a high-volume service environment.

Qualifications

• Bachelor’s degree in Finance, Economics, Business Administration or Accounting, or 1–3 years of related experience.
• Extensive knowledge of federal and state banking regulations.
• Credit union/financial services industry knowledge preferred.

Responsibilities

• Advocate for members and address concerns in a timely manner.
• Build relationships across departments to resolve questions and complaints.
• Participate as SME in projects affecting front-line operations.
• Analyze escalated urgent service or system issues for prompt resolution.
• Conduct account research and document resolutions with clear notes.
• Handle two or more chats simultaneously with high accuracy.

Skills

Member service

Banking regulations

Communication skills

Detail oriented

Multi-tasking

Notes/documentation

Problem solving

Team coordination

Education

Bachelor’s degree in Finance/Business

Job description

Kinecta Federal Credit Union is seeking a Digital Member Support Advisor to handle member inquiries via chat from El Segundo, CA. The role requires a calm, knowledgeable communicator who can resolve issues with accuracy and care and support our TKX service model across channels.

This full-time position emphasizes excellent written communication, multi-tasking capability, and proactive member engagement to grow retention and deepen product usage in a high-volume service environment.