Member Experience Specialist

Job Summary

To enhance member relationships and deliver exceptional service, the full-time remote Member Experience Specialist will manage Helpdesk ticket triage, handle escalated member inquiries, and support team development through training initiatives.

Key responsibilities

• Actively listen to member concerns and provide effective solutions across various service channels
• Handle complex member inquiries and manage HelpDesk tickets to ensure timely resolutions
• Support onboarding and training initiatives while collaborating with internal departments to resolve member issues

Required qualifications

• High School degree or equivalent required; two-year college degree or specialized course preferred
• 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
• Thorough knowledge of Credit Union products, services, and field of membership requirements
• Knowledge of digital banking platforms and lending laws is highly preferred