Member Experience Representative

Overview

First Entertainment Credit Union is looking for a Member Experience Representative who will be responsible for providing exceptional member service through various communication channels. The ideal candidate should be knowledgeable in all areas within the credit union, well versed in digital self-services such as online banking, BillPay, Zelle, and chats. The Member Experience Representative will focus on building relationships with members and identifying opportunities to refer credit union products and services.

This is a hybrid position reporting to the Assistant Manager, Member Experience Center and is located at our headquarters in Hollywood, CA. The target pay in California is between $24.58 and $30.72.

Responsibilities

·       Build relationships with members and identify opportunities to refer credit union products and services.

·       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.

·       Assist members with inquiries regarding their accounts, products, and services, and navigating through online banking and other digital services.

·       Resolve member issues and concerns, including fraud prevention and operations-related items, in a timely and effective manner, including those related to digital services.

·       Accurately and efficiently process member transactions, including those conducted through online banking and other digital channels.

·       Ensure compliance with all credit union policies and procedures, including those related to online banking and other digital services.

·       Actively promote credit union products and services to members, including those related to online banking and other digital self-serve options.

·       Participate in ongoing training to stay current with credit union products and services, including those related to digital services and product referrals.

·       Perform other duties as assigned.

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.

Requirements

·       High school graduate or equivalent. Work-related experience or related college degree preferred.

·       A minimum of two years of work-related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least two years supervisory or lead employee experience.

·       In-depth knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

·       Thorough knowledge of regulations applicable to essential responsibilities. Ability to read, speak and write clearly to convey information effectively.

·       Effective communication skills across all levels of audience.

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