Member Experience Specialist

16 hours, 18 minutes ago
Full-time
Mid Level
Customer and Technical Support
Lever

Lever

Lever is a leading Talent Acquisition Suite that provides modern hiring and talent management solutions. Their applicant tracking system (ATS) with candidate relationship management capabilities empowers hiring teams to streamline recruiting efforts an...

Professional Services
201-500
Founded 2012
$123M raised

Description

  • Resolve member concerns through phone, chat, video appointments, and other service channels while promoting digital self-service options.
  • Handle complex inquiries, complaints, and escalated member interactions through timely research and resolution.
  • Own HelpDesk ticket triage, follow-up, and resolution for member support requests.
  • Collaborate with internal departments to investigate and resolve complex member issues.
  • Monitor service queues and escalation trends to identify service and operational improvements.
  • Review member interactions for quality assurance and provide coaching and feedback to teammates and leaders.
  • Support onboarding, training, and ongoing team development on MXC procedures, systems, digital tools, and best practices.
  • Perform operational tasks such as transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management, and TruStage opt-outs.
  • Ensure member interactions, transactions, and account servicing comply with Credit Union policies, procedures, and regulations.
  • Document member interactions, resolutions, and recommendations accurately while protecting confidentiality and data integrity.

Requirements

  • High school diploma or equivalent required; two-year college degree, equivalent, or specialized business/trade school study preferred.
  • 3-5 years of experience as a Financial Service Representative and/or Member Service Representative at a full-service financial institution.
  • Experience with contact center operations and performance metrics.
  • Thorough knowledge of credit union products, services, procedures, guidelines, and field-of-membership requirements.
  • Knowledge of lending laws, regulations, procedures, and policies.
  • Knowledge of digital banking platforms and technologies, including Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare, and Ascensus, preferred.
  • Proficiency with Microsoft Office (Word, Excel, Outlook, and Teams) and Symitar for Windows (Episys).
  • Strong written and verbal communication skills.
  • Ability to work flexibly in in-office, hybrid, or fully remote environments.
  • External candidates must reside in Arizona, Florida, Texas, or Georgia.

Benefits

  • Remote work opportunity.
  • California target pay range of $29-$35; pay outside California is adjusted based on local market rates.

Interested in this position?

Apply directly on the company website

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