--- title: 'Member Experience Specialist at First Entertainment Credit Union' canonical: 'https://feeny.ai/job/member-experience-specialist-first-entertainment-credit-union-arizona-vvatrg9tk9fv' type: 'job' last_seen: '2026-09-10' --- # Member Experience Specialist at First Entertainment Credit Union - **Company:** First Entertainment Credit Union - **Location:** Arizona California Colorado Florida Georgia Idaho Nevada New Mexico Ohio Texas, WA - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-04 - **Last confirmed live:** 2026-09-10 - **Apply:** https://jobs.lever.co/firstent/a3c9b268-1231-4cc7-bf79-2a314eb7d7d2 ## Job description ## Overview First Entertainment Credit Union is seeking a Member Experience Specialist responsible for delivering outstanding member experience and serving as a knowledgeable, collaborative partner to teammates within the Member Experience Center (MXC). Serving as a Subject Matter Expert (SME), the ideal candidate will deepen new member and existing member relationships by cross-selling products and services. This role is responsible for owning Helpdesk ticket triage, managing escalated calls, providing coaching to frontline teammates or observation to leaders, and resolving complex requests, and issues in a timely and professional manner. The Member Experience Specialist also supports team development by participating in training initiatives, assisting team members, ensuring adherence to company policies and procedures. The is a remote position, reporting to the Digital Member Experience Center Manager. External candidates must reside within Arizona, Texas and Georgia to be considered. For pay determination purposes, the target pay in California is between $29 and $35.  Offers extended to candidates residing outside of California may be adjusted to reflect the market compensation rates associated with the candidate's geographic location. ## Requirements Actively listen to members' concerns and provide effective solutions via phone, chat, video appointment and other member service channels, while promoting digital self-service solutions. Handle complex member inquiries, complaints, and escalated interactions, ensuring timely and effective resolution. Manage HelpDesk tickets and support requests, ensuring accurate research, follow-up, and resolution. Collaborate with internal departments to investigate and resolve complex member issues. Monitor service queues and escalation trends to identify opportunities for improved service delivery and operational efficiency. Review member interactions for quality assurance purposes and provide coaching and feedback to team members and leadership. Support onboarding, training, and ongoing development initiatives by providing guidance on MXC procedures, digital tools, systems, and member-facing platforms, while sharing best practices and process updates. Assist with operational functions, including transaction overrides, Bill Pay FraudNet reviews, Zelle alerts, token management, TruStage opt-outs, and other specialized tasks as assigned. Ensure all member interactions, transactions, and account servicing activities comply with Credit Union policies, procedures, and regulatory requirements. Identify process improvement opportunities and partner with leadership to enhance member experience, employee effectiveness, and operational performance. Accurately document member interactions, resolutions, and recommendations while maintaining confidentiality and data integrity. At First Entertainment, your role, and every role, is essential to fulfilling our Mission, “We build lifelong relationships with the people of the entertainment and creative industries based on a deep understanding of how they live and work,” and living our Core Values: Members First, Ownership, Integrity, Innovation, Inclusivity, and One Team. We expect all teammates to uphold these principles in everything they do. ## Requirements 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 required. Prior experience working in contact center operations and performance metrics required. Thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements. Knowledge of digital banking platforms and technologies, such as Alkami, Glia, Wire Xchange, Fiserv, Ensenta, PartnerCare and Ascensus highly preferred. Knowledge of lending laws, regulations, procedures, policies, etc. Excellent communication skills both verbally and written. Familiarity with MS Office products (Word, Excel, Outlook, Teams), and Symitar for Windows (Episys). Adaptability and flexibility in their work arrangements in a variety of settings, including in-office, hybrid, or 100% remote environments as needed. ## About First Entertainment Credit Union ## Company Overview - **One-liner**: First Entertainment Credit Union is a not-for-profit financial cooperative dedicated to serving the creators and workers of the entertainment industry with personalized banking, lending, and financial services. - **Entity Type**: Private (member-owned cooperative / credit union) - **Headquarters**: Hollywood, California, USA - **Founded**: 1967 - **Founders**: Not publicly available (founded as a credit union for entertainment industry professionals) ## Core Business - **Primary industry**: Financial services / Credit union (consumer banking and lending) - **Target customers**: B2C – individuals and families working in the entertainment industry (behind the scenes or in front of the camera), including union members, studio employees, and independent creators. - **Mission or purpose**: To be the financial partner for the creators of entertainment and those who support them, helping members achieve financial stability and success while pursuing their dreams. ## Products & Services - **Digital Banking Platform**: Online and mobile banking with 24/7 access, including account management, bill pay, and mobile check deposit. - **Lending Products**: - **Union Dues Loans** (as low as 8.11% APR) – designed to help members pay union dues. - **Home Equity Loans** (as low as 7.25% APR). - **Platinum Visa® Credit Card** (as low as 12.74% APR). - **Auto Loans, Personal Loans, and Mortgage Loans**. - **Savings & Deposit Products**: - **Term Certificates** (up to 3.85% APY). - **Checking & Savings Accounts**. - **Specialty Services**: Skip-A-Pay, studio lot branches (Warner Bros., Sony, Paramount), and financial education resources. ## Market Standing - **Valuation/Market Cap**: Not applicable (credit union; not publicly traded). Assets: **$2 billion** as of June 2026. - **Key Metric**: Total Funding – Not applicable (member deposits). Membership: **~90,000 members**. - **Notable Investors/Partners**: Member-owned; no external investors. Strategic partnerships with major studios (Warner Bros., Sony, Paramount) for on-site branches. - **Growth Signals**: - Fourth consecutive year of Great Place to Work® certification (2026). - Named one of the top 10 Credit Unions in California by Forbes. - Assets grew to $2 billion from $2.1 billion reported earlier (consistent scale). - Continues to expand digital services and hybrid work model. ## Competitive Advantages - **Niche focus**: Exclusive dedication to the entertainment industry gives deep understanding of members’ unique financial needs (e.g., irregular income, union dues, project-based work). - **Studio lot branches**: Physical presence on major studio lots (Warner Bros., Sony, Paramount) provides unparalleled convenience for industry professionals. - **Not-for-profit structure**: Member-owned cooperative, meaning profits are returned to members through lower loan rates, higher savings rates, and lower fees. - **Employee culture**: High employee satisfaction (Great Place to Work certified), strong diversity (57% women, 75% historically underrepresented racial/ethnic groups), and robust benefits. ## Strategic Focus - **Current priorities**: - Enhancing digital banking capabilities to serve a growing remote/hybrid workforce. - Deepening engagement with the creator economy (freelancers, independent filmmakers). - Expanding membership beyond traditional studio employees to include all entertainment professionals. - Continuing investment in employee development, wellness, and inclusive workplace culture. ## Why Work Here - **Culture**: Certified Great Place to Work® for four consecutive years. Emphasis on "Your Story Matters" – employees feel valued and empowered. Strong diversity council and inclusive practices. - **Work model**: Hybrid – eligible positions work on-site 2 days a week (e.g., Hollywood, CA). Some roles may be remote-friendly (Arizona, Texas, Georgia). - **Benefits**: - Medical, Dental, Vision, FSAs, Life/AD&D, Gym Reimbursement, EAP. - 401(k) with employer matching and profit-sharing. - Minimum 4 weeks paid vacation in first year, plus sick days, holidays, and volunteer time off. - Tuition reimbursement up to $5,250/year. - Teammate referral bonus up to $5,000. - Studio tour and industry event access. - **Engineering/tech culture**: Not heavily tech-focused, but information security and fraud prevention roles exist. No use of AI in hiring – all decisions made by humans. ## Sources 1. [firstent.org - Careers](https://www.firstent.org/careers/) 2. [firstent.org - Homepage](https://www.firstent.org/) 3. [firstent.org - Great Place to Work Press Release](https://www.firstent.org/blog/pressrelease/first-entertainment-credit-union-earns-great-place-to-work-certification-for-fourth-consecutive-year/) 4. [builtin.com - First Entertainment Credit Union](https://builtin.com/company/first-entertainment-credit-union) 5. [jobs.lever.co/firstent](https://jobs.lever.co/firstent) ## Other roles at First Entertainment Credit Union - [Member Experience Representative (Arizona, Texas or Georgia)](https://feeny.ai/job/member-experience-representative-arizona-texas-or-georgia-first-entertainment-h900cpqwyxfw) — Texas and, GA - [Director, Commercial Lending Operations](https://feeny.ai/job/director-commercial-lending-operations-first-entertainment-credit-union-6kngzdmxyawx) — Hollywood, CA - [Sr. Manager, Information Security](https://feeny.ai/job/sr-manager-information-security-first-entertainment-credit-union-hollywood-81kqza276g1e) — Hollywood, CA - [Member Experience Specialist](https://feeny.ai/job/member-experience-specialist-base-power-company-austin-2qp7zewc43w7) — Austin, TX