Digital Member Experience Specialist

First Entertainment Credit Union is looking for a Digital Member Experience Specialist who is responsible for providing outstanding service to our members and team members. Residing within the Member Experience Center (MEC), the Specialist is tasked with providing exceptional member service through various digital communication channels. They will work with Helpdesk tickets, handle escalated calls, and assist with complex requests and inquiries from our valuable members in a timely and professional manner.

The ideal candidate will contribute to the Credit Unions key results by impacting member engagement and business results. This includes, but not limited to, deepening new and existing member relationships by identifying opportunities and needs to effectively cross-sell products and services.

This is a hybrid position reports to the Digital Member Experience Center Manager and is based in Hollywood, CA. The target starting pay in California is between $27.08 and $33.85.

Responsibilities

·         Provide exceptional member service to all members of the credit union through various communication channels, including calls, chats, secured messaging, and other tasks within the department. Focus on educating members on digital self-serve options to create the best member experience possible.

·         Conduct digital phone and video appointments with members, actively listening to their concerns and providing effective solutions.

·         Act as a Subject Matter Expert (SME) for our digital services and systems, providing guidance and mentorship to the digital service team.

·         Review quality assurance within our digital channels to maintain high service standards and compliance with company policies.

·         Assist with managing and updating knowledge base articles to ensure accuracy and relevance.

·         Provide support with Zelle related blocks, facilitating smooth transactions for members.

·         Document all interactions with members accurately and provide feedback to team members and leadership, if necessary.

·         Take over calls, chats and messages that lead to higher talk times, providing feedback to improve on escalation talk times.

·         Research and analyze member issues, collaborate with others to provide effective solutions, monitoring queue for call escalation resolution opportunities.

·         Proactively identify areas where policies and procedures may require clarification or improvement and work with leadership to address them.

·         Provide feedback to junior team members on effective communication, problem-solving, and conflict resolution techniques.

·         Assist with new-hire onboarding and ongoing training initiatives.

·         Perform other duties or tasks as needed.

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

Qualifications

·         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 or experience in a related position in a related field.

·         Strong understanding of contact center operations and performance metrics.

·         Knowledge of digital banking platforms and technologies, such as Alkami, Glia, Teams, Wire Xchange, Fiserv, Ensenta, PartnerCare and Ascensus.

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

·         Excellent customer service, interpersonal and sales skills.

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

·         Stellar problem-solving, multitasking, conflict-resolution, organizational skills and attention to detail.

·         In-depth knowledge of regulations applicable to essential responsibilities.

·         Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook), and Symitar for Windows (Episys).