Member Support Specialist — Chat & Multi-Channel Expert

Kinecta Federal Credit Union; 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 and maintain strong knowledge of Kinecta products and services. You will communicate clearly, assist with complex issues, and contribute to member retention and growth.

The role requires excellent written communication, ability to manage multiple chats, and collaboration with cross-functional teams to ensure prompt resolutions and high service quality.

Qualifications

• Passion for superior Member service.
• Knowledge of financial industry policies, practices, regulations, and processes.
• Excellent communication skills (verbal and written).
• Detail oriented with strong organizational and multi-tasking abilities.
• Deep understanding of Kinecta’s products and services.
• Ability to handle several issues simultaneously and courteously.

Responsibilities

• Advocate for members and address concerns promptly with follow-through.
• Build relationships across departments to resolve questions quickly.
• Participate as SME in front-line impacting projects and policies.
• Escalate urgent issues to appropriate area for timely resolution.
• Document member issues accurately and keep members updated.
• Maintain member confidentiality and professional written/oral communication.

Skills

Customer service

Communication

Multitasking

Organizational skills

Attention to detail

Product knowledge

Team collaboration

Education

Bachelor’s degree in Finance/Economics/Business Admin

Bachelor’s degree or relevant experience

Job description

Kinecta Federal Credit Union is seeking a Digital Member Support Advisor to handle member inquiries via chat and maintain strong knowledge of Kinecta products and services. You will communicate clearly, assist with complex issues, and contribute to member retention and growth.

The role requires excellent written communication, ability to manage multiple chats, and collaboration with cross-functional teams to ensure prompt resolutions and high service quality.