Member Experience Specialist

The Member Experience Specialist is responsible for providing outstanding service to members and team members in the Member Experience Center (MEC). This role is focused on handling HelpDesk Tickets, escalated calls, providing coaching, feedback to leaders, and assisting with complex requests, inquiries, questions, and problems in a timely and professional manner. The Member Experience Specialist will also participate in training sessions, provide support to team members, adhere to company policies and procedures, and perform other duties as assigned by the leadership team in the Member Experience Center.

The ideal candidate will contribute to the Credit Unions key results by displaying accountability through impacting Employees engagement, Member Engagement and Business Results. This includes but not limited to deepen new member and existing member relationships by demonstrating ability to identify opportunities and needs to effectively cross-sell products and services. The Member Experience Specialist will need to demonstrate adaptability and flexibility in their work arrangements, as they may be required to work in a variety of settings, including in-office, hybrid, or 100% remote environments.

The position reports to the Member Experience Center Manager and is based in Hollywood, CA.  The target starting hourly rate is between $27.08 to $33.85 in California.

Responsibilities

·         Listen actively to members' concerns and provide effective solutions during live interactions via phone, chat, or other channels. Handle escalated calls in a professional manner. Escalate issues to supervisors or other departments as needed.

·         Document all escalated interactions with members accurately and provide feedback to team members and leadership within the Member Experience Center.

·         Take over calls that lead to higher talk times and provide feedback to the Member Experience Center leadership team to improve on escalation talk times.

·         Ensure that all interactions with members and team members are in compliance with company policies and procedures.

·         Document all interactions with members accurately and when appropriate.

·         Collaborate with team members and other departments to resolve complex member issues, inquiries, questions, and problems.

·         Research and analyze member issues to provide effective solutions by 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.

·         Coach team members on effective communication, problem-solving, and conflict resolution

·         Assist with new-hire onboarding and ongoing training.

·         Collaborate with supervisors to monitor and improve team performance.

·         Provide support to team members to ensure that they have the necessary tools and resources to deliver outstanding service.

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 lending laws, regulations, procedures, policies, etc.

·         Excellent customer service, interpersonal and sales skills.

·         Excellent communication skills both verbally and written.

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

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

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

·         Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to complex problems.

·         Work requires analytical ability, judgment and ingenuity. A moderate amount of discretion is available to perform the job.

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