Member Experience Specialist II

Financial Partners Credit Union; Costa Mesa (CA); Hybrid; USD 28,000 - 36,000; Full time

Job summary

Financial Partners Credit Union in California is seeking a Member Contact Center Representative II to deliver outstanding member service by addressing inquiries and resolving issues in a busy call center.

Ideal candidates have a high school diploma, 2+ years in a contact center, strong verbal and written communication, and proficiency with CRM systems; bilingual in Spanish is a plus, with familiarity with financial services and ability to multitask under pressure.

Qualifications

• High school diploma or equivalent required.
• 2+ years' experience in a contact center or similar role.
• Proficient with computer systems and CRM software.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and remain composed under pressure.

Responsibilities

• Respond promptly and professionally to member inquiries via phone, email, or chat.
• Resolve member issues by researching answers and providing solutions or escalating.
• Maintain accurate records of member interactions in the CRM system.
• Stay informed about products, services, policies, and procedures.
• Collaborate with internal teams to improve service delivery processes.

Skills

Communication skills

Empathy

Multitasking

Problem solving

Verbal communication

Written communication

Education

High school diploma or equivalent

Associate’s degree or higher

Tools

CRM software

Job description

Financial Partners Credit Union in California is seeking a Member Contact Center Representative II to deliver outstanding member service by addressing inquiries and resolving issues in a busy call center.

Ideal candidates have a high school diploma, 2+ years in a contact center, strong verbal and written communication, and proficiency with CRM systems; bilingual in Spanish is a plus, with familiarity with financial services and ability to multitask under pressure.