Member Experience Specialist

• Deliver outstanding member experience and serve as a knowledgeable, collaborative partner within the Member Experience Center




• Serve as a Subject Matter Expert and deepen new and existing member relationships by cross-selling products and services




• Own Helpdesk ticket triage, manage escalated calls, coach frontline teammates or provide observation to leaders, and resolve complex requests and issues




• Actively listen to members’ concerns and provide solutions via phone, chat, video appointment, and other service channels while promoting digital self-service




• Handle complex member inquiries, complaints, and escalated interactions




• Manage HelpDesk tickets and support requests through research, follow-up, and resolution




• Collaborate with internal departments to investigate and resolve complex member issues




• Monitor service queues and escalation trends to improve service delivery and operational efficiency




• Review member interactions for quality assurance and provide coaching and feedback




• Support onboarding, training, and development initiatives




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




• Ensure compliance with Credit Union policies, procedures, and regulatory requirements




• Identify process improvements with leadership




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

Requirements

• High School degree or equivalent required




• Two-year college degree or equivalent preferred, or completion of a specialized course of study at a business or trade school




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




• Prior experience working in contact center operations and performance metrics required




• Thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements




• Knowledge of digital banking platforms and technologies, such as Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare and Ascensus highly preferred




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




• Excellent communication skills both verbally and written




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




• Adaptability and flexibility in work arrangements, including in-office, hybrid, or 100% remote environments as needed

Core Competencies

Demonstrates expertise in member service and financial products, with a strong focus on resolving complex inquiries and enhancing member relationships. Proficient in digital banking technologies and compliance with regulatory requirements.

Highest-signal resume keywords

• Member Service Experience




• Helpdesk Ticket Management




• Digital Banking Knowledge




• Communication Skills




• Financial Institution Compliance

ATS Optimization Keywords

Hard Skills

• Financial Service Representative Experience




• Contact Center Operations




• Performance Metrics Analysis




• Lending Laws Knowledge




• Process Improvement Identification

Soft Skills

• Active Listening




• Coaching and Feedback




• Adaptability




• Collaboration

Industry Keywords

• Credit Union Policies




• Regulatory Requirements




• Member Experience Center




• Digital Self-Service




• Quality Assurance

Tools & Technologies

• MS Office Products




• Symitar for Windows




• Alkami




• Glia




• Wire Xchange




• Fiserv




• Ensenta




• PartnerCare




• Ascensus