Member Experience Specialist

This is a fully remote position, open to applicants in Arizona, +4 more locations.

📋 Description

• Provide exceptional member experiences and act as a knowledgeable, collaborative partner to the Member Experience Center team.

• Function as a Subject Matter Expert to enhance new and established member relationships through cross-selling products and services.

• Oversee Helpdesk ticket triage and manage escalated calls effectively.

• Offer coaching to frontline team members and provide observation for leadership.

• Address complex requests and issues promptly and professionally.

• Actively engage with members, offering solutions via phone, chat, video appointments, and various service channels.

• Advocate for digital self-service solutions.

• Manage intricate member inquiries, complaints, and escalated interactions.

• Handle HelpDesk tickets and support requests through thorough research, follow-ups, and resolutions.

• Collaborate with internal departments to investigate and resolve complicated member issues.

• Monitor service queues and escalation trends to enhance service delivery and operational efficiency.

• Evaluate member interactions for quality assurance and provide coaching and constructive feedback.

• Assist in onboarding, training, and ongoing development initiatives.

• Support transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management, TruStage opt-outs, and other specialized tasks.

• Ensure adherence to Credit Union policies, procedures, and regulatory standards.

• Identify opportunities for process improvements alongside leadership.

• Document member interactions, resolutions, and recommendations while upholding confidentiality and data integrity.

⛳️ Requirements

• High School diploma or equivalent is required.

• A two-year college degree or equivalent is preferred, or the completion of a specialized course at a business or trade school.

• A minimum of three (3) to five (5) years of experience as a Financial Service Representative and/or Member Service Representative at a full-service financial institution is required.

• Previous experience in contact center operations and performance metrics is required.

• Comprehensive knowledge of Credit Union products and services, procedures, guidelines, and membership requirements.

• Familiarity with digital banking platforms and technologies such as Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare, and Ascensus is highly preferred.

• Understanding of lending laws, regulations, procedures, policies, etc.

• Excellent verbal and written communication skills.

• Proficiency with MS Office products (Word, Excel, Outlook, Teams) and Symitar for Windows (Episys).

• Ability to adapt and be flexible in work arrangements, including in-office, hybrid, or fully remote environments as required.

🏝️ Benefits

• Comprehensive health insurance packages.

• Retirement savings plans with employer matching.

• Opportunities for professional development and growth.

• Generous paid time off and holiday policies.

• Employee discounts on various financial services.