Remote 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

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.