Member Experience Specialist

First Entertainment Credit Union; Texas; Remote; USD 40,000 - 48,000; Full time

Job summary

First Entertainment Credit Union is seeking a Member Experience Specialist to deliver outstanding member service from the MXC. The role acts as a SME, cross-selling products and servicing member inquiries via phone, chat, video appointments, and other channels.

This is a remote position reporting to the MXC Manager. External candidates must reside in AZ, FL, TX, or GA. California pay guidance is provided for market-based compensation, with adjustments based on location.

Qualifications

• Actively listen to members and provide effective solutions via multiple channels.
• Handle complex member inquiries and escalated interactions with timely resolution.
• Manage HelpDesk tickets and support requests with thorough research and follow-up.
• Collaborate with internal departments to investigate and resolve issues.
• Monitor queues and trends to improve service delivery and efficiency.
• Review interactions for quality assurance and coach teammates/leaders.
• Support onboarding, training, and MXC procedures with best practices.

Responsibilities

• Own HelpDesk ticket triage and escalation, resolving complex requests professionally.
• Provide coaching and observation to frontline teammates and leaders.
• Support onboarding and training initiatives for MXC procedures and digital tools.
• Document member interactions and resolutions with confidentiality and accuracy.
• Ensure compliance with Credit Union policies and regulatory requirements.
• Identify process improvements and partner with leadership to enhance member experience.

Skills

Active listening

Complex problem solving

Ticket management

Cross-team collaboration

Quality coaching

Documentation & record-keeping

Process improvement

Education

High School Diploma

Two-year college degree or equivalent

Tools

Alkami

Glia

Wire Xchange

Fiserv

Ensenta

PartnerCare

Ascensus

MS Office

Symitar for Windows

Job description

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 Member Experience Center Manager. External candidates must reside within Arizona, Florida, 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‑offs, 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.