Remote Member Experience Advocate

First Entertainment Credit Union; California (MD); On-site; USD 40,000 - 48,000; Full time

Job summary

First Entertainment Credit Union is seeking a Member Experience Specialist to deliver outstanding member service and deepen relationships through the MXC. As SME, you will cross-sell products and triage HelpDesk, coaching teammates in a remote environment.

You will support training initiatives, handle complex requests, and ensure compliance with policies while fostering a collaborative, member-first culture across channels including phone, chat, and video appointments.

Qualifications

• 3–5 years’ experience as Financial Service Representative or Member Service Representative
• Experience in contact center operations and performance metrics
• Knowledge of digital banking platforms and technologies (preferred)
• Excellent written and verbal communication skills

Responsibilities

• Actively listen to members and resolve inquiries via phone, chat, video appointments and other channels
• Handle complex member inquiries, complaints, and escalated interactions with timely resolution
• Manage HelpDesk tickets, research, follow-up, and resolution
• Collaborate with internal departments to investigate and resolve complex member issues
• Monitor service queues and escalation trends to identify improvement opportunities
• Review member interactions for quality assurance and provide coaching to team members and leadership
• Support onboarding, training, and ongoing development by guiding MXC procedures and digital tools
• Assist with operational tasks such as overrides, Bill Pay FraudNet reviews, Zelle alerts, token management
• Ensure all interactions comply with Credit Union policies and regulatory requirements
• Identify process improvements and partner with leadership to enhance member experience and performance
• Accurately document member interactions, resolutions and recommendations with confidentiality

Skills

Active listening

Excellent communication

Customer service

Problem solving

Collaboration

Education

High School diploma or equivalent

Associate's degree preferred

Tools

Alkami

Glia

Wire Xchange

Fiserv

Symitar for Windows

Office suite

Job description

First Entertainment Credit Union is seeking a Member Experience Specialist to deliver outstanding member service and deepen relationships through the MXC. As SME, you will cross-sell products and triage HelpDesk, coaching teammates in a remote environment.

You will support training initiatives, handle complex requests, and ensure compliance with policies while fostering a collaborative, member-first culture across channels including phone, chat, and video appointments.