Member Experience Specialist

4 hours, 46 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
251-1K
Founded 2012
$123M raised

Description

  • Deliver member support by phone, chat, video appointment, and other service channels while promoting digital self-service options.
  • Resolve complex inquiries, complaints, and escalated interactions promptly and professionally.
  • Own HelpDesk ticket triage, research, follow-up, and resolution.
  • Collaborate with internal departments to investigate and resolve complex member issues.
  • Monitor service queues and escalation trends to improve service delivery and operational efficiency.
  • Review member interactions for quality assurance and provide coaching and feedback to teammates and leaders.
  • Support onboarding, training, and ongoing development on procedures, digital tools, systems, and member-facing platforms.
  • Perform specialized operational tasks, including transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management, and TruStage opt-outs.
  • Ensure transactions, account servicing, and member interactions comply with policies, procedures, and regulatory requirements.
  • Document interactions and resolutions accurately while identifying process improvement opportunities and maintaining data integrity.

Requirements

  • High school diploma or equivalent required; a two-year college degree or specialized business or trade-school coursework preferred.
  • 3–5 years of experience as a Financial Service Representative 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 digital banking platforms such as Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare, and Ascensus preferred.
  • Knowledge of lending laws, regulations, procedures, and policies.
  • Excellent verbal and written communication skills.
  • Familiarity with Microsoft Word, Excel, Outlook, Teams, and Symitar for Windows (Episys).
  • Ability to work flexibly in office, hybrid, or fully remote environments.
  • External candidates must reside in Arizona, Texas, or Georgia; California compensation is targeted at $29–$35 per hour, with geographic adjustments possible.

Benefits

  • Remote position.
  • Flexible work arrangements, including in-office, hybrid, or fully remote environments as needed.
  • Training, onboarding, coaching, and ongoing professional development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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