Remote Member Experience Specialist & Service Coach

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

Job summary

First Entertainment Credit Union seeks a remote Member Experience Specialist to deliver outstanding member service and support the MXC team. You will own HelpDesk triage, escalate complex issues, and coach frontline staff while promoting digital banking solutions.

The role requires strong communication and collaboration across departments to improve service and efficiency. The position is remote, with eligibility based on states such as Arizona, Florida, Texas, and Georgia for consideration, and

Qualifications

• Three to five years of experience in financial services or as a member service representative at a full-service financial institution.
• Experience in contact center operations and performance metrics.
• Knowledge of Credit Union products, services, procedures, guidelines, and field of membership requirements.
• Familiarity with digital banking platforms and technologies (Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare, Ascensus).
• Excellent verbal and written communication skills.
• Proficiency with MS Office and Symitar for Windows (Episys).

Responsibilities

• Listen to members' concerns and provide effective solutions via phone, chat, video appointments, and other channels.
• Handle complex inquiries, complaints, and escalations with timely resolutions.
• Manage HelpDesk tickets, research, follow-up, and resolution.
• Collaborate with internal departments to resolve complex member issues.
• Monitor queues and escalation trends to improve service delivery and efficiency.
• Document interactions, resolutions, and recommendations with confidentiality in mind.

Skills

Active listening

Problem solving

Communication

Customer service

Team collaboration

Coaching

Education

High School diploma or equivalent

Tools

MS Office

Symitar for Windows

Alkami

Glia

Job description

First Entertainment Credit Union seeks a remote Member Experience Specialist to deliver outstanding member service and support the MXC team. You will own HelpDesk triage, escalate complex issues, and coach frontline staff while promoting digital banking solutions.

The role requires strong communication and collaboration across departments to improve service and efficiency. The position is remote, with eligibility based on states such as Arizona, Florida, Texas, and Georgia for consideration, and