Member Experience Specialist

Job Summary

To enhance member relationships, the full-time remote Member Experience Specialist will manage Helpdesk ticket triage, resolve complex inquiries, and provide coaching to team members while collaborating with internal departments.

Key responsibilities

• Actively listen to and address member concerns through various service channels, promoting digital self-service solutions
• Handle complex member inquiries and escalated interactions, ensuring timely and effective resolutions
• Support team development by participating in training initiatives and providing guidance on procedures and best practices

Required qualifications

• High School degree or equivalent required; two-year college degree or specialized course of study preferred
• A minimum of three to five years of experience as a Financial Service Representative or Member Service Representative at a financial institution
• Prior experience in contact center operations and familiarity with performance metrics required
• Thorough knowledge of Credit Union products, services, and regulatory requirements
• Knowledge of digital banking platforms and technologies is highly preferred