Remote Member Experience & Support Specialist

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

Job summary

First Entertainment Credit Union is seeking a Member Experience Specialist to deliver outstanding service through calls, chats, and video appointments in a remote MXC role. You will triage HelpDesk tickets, guide frontline teammates, and escalate complex requests with professionalism.

The role requires experience in financial services, strong communication, and knowledge of digital banking tools. You will participate in training, monitor service quality, and help improve member experiences while

Qualifications

• Actively listen to members’ concerns and provide effective solutions via multiple channels.
• Handle complex inquiries and escalation with timely resolution.
• Research, follow up, and resolve HelpDesk requests accurately.
• Collaborate with internal departments to resolve member issues.

Responsibilities

• Actively listen to members and resolve inquiries via phone, chat, and video appointments.
• Triage HelpDesk tickets and provide timely escalation as needed.
• Coach frontline teammates and support leaders with observations.
• Monitor queues and trends to improve service delivery and efficiency.
• Document interactions and maintain data integrity.
• Ensure compliance with credit union policies and regulatory requirements.

Skills

Active listening

Customer service

Communication

Problem solving

Coaching

Teamwork

Training support

Documentation

Education

High School diploma

Two-year college degree preferred

Tools

Alkami

Glia

Wire Xchange

Fiserv

Ensenta

Symitar

Job description

First Entertainment Credit Union is seeking a Member Experience Specialist to deliver outstanding service through calls, chats, and video appointments in a remote MXC role. You will triage HelpDesk tickets, guide frontline teammates, and escalate complex requests with professionalism.

The role requires experience in financial services, strong communication, and knowledge of digital banking tools. You will participate in training, monitor service quality, and help improve member experiences while