Member Experience Representative

First Entertainment Credit Union is looking for a Member Experience Representative who will be responsible for providing exceptional member service through various communication channels including calls, chats, secured messaging, and other tasks within the department. The successful candidate will be knowledgeable in all areas within a credit union, including digital services such as online banking and chats.

The Member Experience Representative will also focus on building relationships with members and identifying opportunities to refer credit union products and services. An ideal candidate will possess a passion for helping our members, being knowledgeable, friendly, and following through on commitments made.

This is a fully-remote position reporting to the Assistant Manager, Member Experience Center. The minimum and maximum salary range for this position is $23.96 to $35.94 in California. The target starting good-faith hourly rate is between $23.96 and $29.95.

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, including 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 Diploma, G.E.D. or equivalent. Work-related experience or related college degree preferred.

· Strong written and verbal communication skills.

· At least two years of experience operating in a Financial Services Representative or Member Service Representative type capacity at a full-service financial institution.

· The ability work overtime from time to time as required. 

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

Our Benefits and Perks

-Rich healthcare benefits and retirement plans, including profit sharing opportunities.

-Market competitive pay and bonus earning potentials.

-Generous time off plans, including PTO, Sick time, holidays, Volunteer Time off, Paid Parental Leave and more.

-Robust Learning and Development programs to support personal and professional growth.

-Tuition and Education reimbursement program up to $5,250 annually.

-Commitment to DEIB (Diversity, Equity, Inclusion and Belonging) and opportunities to help make an impact on the communities.

-Employee-only financial readiness offerings (discounts on loan rates and fee waivers).

-Various stipends and accommodations to support an agile work model.

-Meaningful wellness programs through CALM subscription and employer-paid EAP as well as Fitness Reimbursement.

-Unlimited referral bonus earning potential up to $5,000.

-Team building and cross functional events throughout the year, and more!

Who We Are 

Named one of the top 10 Credit Union in California by Forbes, First Entertainment Credit Union has been the financial ally since 1967 for the creators of entertainment and those who support them. With more than 2.1 billion in assets and over 90,000 members, we are constantly looking for talents to help us build a high trust, high performance and workplace of choice culture while growing our business. As a teammate, you will enjoy an inclusive workplace culture and an employer-of-choice environment.

At First Entertainment Credit Union we believe Your Story Matters and that includes our members, employees, community, and those interested in joining our growing team. 

Our Hiring Philosophy

First Entertainment Credit Union supports Pay Transparency and considers many factors, such as your experience, skills, certification, location, job grade while determining your compensation package. Pay decisions are also guided by our financial means as well as analyzed against our internal equity. We are committed to competitive pay and offer benefits in accordance with our compensation philosophy.

First Entertainment Credit Union is also an Equal Opportunity Employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status regulated by law. If you need any reasonable accommodation to complete this application, please contact our People Operations team at [email protected].