Contact Center Member Consultant I or II

About the role

Join our dynamic Contact Center team of Member Consultants for an opportunity to create exceptional member experiences through account support, digital guidance, and needs-based recommendations. You’ll research and troubleshoot technical challenges, guide members through online and mobile tools, and help them feel confident and secure in their financial journey. Our Contact Center is unlike any other! Here, you’ll have the opportunity to truly connect with each member, understand their story, and champion their needs.

Responsibilities

• Demonstrate a strong member focus and passion for delivering exceptional service.
• Handle member interactions across multiple channels with care and professionalism.
• Communicate effectively with tact, diplomacy, and active listening.
• Troubleshoot and resolve member needs, including digital banking and online tools.
• Create positive, effortless experiences that strengthen long-term member relationships.
• Educate and cross-serve members to identify the best products and services for their needs.
• Meet or exceed individual and team goals for referrals, quality, and member satisfaction.
• Pay attention to detail to ensure accuracy and consistency in every interaction.
• Communicate in ways that reflect our brand tone and style across verbal and written channels.
• Collaborate with teammates to balance workload and meet service level goals.
• Adapt positively to change and demonstrate resilience in a dynamic environment.
• Maintain up-to-date knowledge of credit union products, services, and systems.
• Expand and apply new skills through coaching, training, and ongoing learning opportunities.
• Adhere to credit union policies, procedures, and attendance expectations.
• Participate in credit union promotions, surveys, and community initiatives.
• Perform other duties as assigned to support team and organizational success.

Requirements

Contact Center Member Consultant I

• Minimum one year of customer service or contact center experience.
• Effective listening skills, the ability to analyze information and form recommendations.
• Ability to communicate in person and via telephone in a courteous, tactful manner.
• Excellent conceptual, organizational, and problem-solving skills.
• Ability to analyze and interpret statements and use open-ended questions to obtain information.
• Demonstrate analytical decision-making, critical thinking, and problem-solving skills.
• Comfortable working in a fast-paced environment.
• Excellent attention to detail and follow-through; strong self-management skills.
• Ability to maintain privacy and confidentiality.

Contact Center Member Consultant II

• Minimum two years of customer service or contact center experience.
• Effective listening skills, the ability to analyze information and form recommendations.
• Ability to communicate in person and via telephone in a courteous, tactful manner.
• Excellent conceptual, organizational, and problem-solving skills.
• Ability to analyze and interpret statements and use open-ended questions to obtain information.
• Demonstrate analytical decision-making, critical thinking, and problem-solving skills.
• Comfortable working in a fast-paced environment.
• Excellent attention to detail and follow-through; strong self-management skills.
• Ability to maintain privacy and confidentiality.

Pay

Contact Center Member Consultant I

Competitive pay: $21.50 - $32.25 per hour, dependent on relevant qualifications, plus an annual discretionary incentive plan and benefits. The target starting pay for this position is $21.50 - $26.87 per hour, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role.

Contact Center Member Consultant II

Competitive pay: $24.05 - $36.07 per hour, dependent on relevant qualifications, plus an annual discretionary incentive plan and benefits. The target starting pay for this position is $24.05 - $30.06 per hour, typically within the first half of the range. Actual offers will be based on individual qualifications relevant to the role.

The ranges above allow room for growth through annual merit and other pay increases during tenure in the position.

Schedule

Monday-Friday, between the hours of 7:00 am-6:00 pm and Saturday 9:00 am-2:00 pm. Full-time minimum 40 hours per week, with scheduling flexibility to meet service needs for this non-exempt position.

This is a work-from-home/hybrid position with the exception of occasional on-site training, meetings, and specific organization events. Employees must reside and perform all work in the state of Washington.

Working From Home/Hybrid Requirements

• Reliable, high-speed home internet connection.
• Private, confidential workspace, away from distractions and other people.
• Suitable desk/surface and desk chair.

Benefits

• Medical, Dental, Vision, and Life Insurance with premium options covered by WSECU.
• Full-time regular employees accrue general leave and sick leave on a monthly basis.
• Part-time employees accrue general leave on a monthly basis.
• 11 paid holidays.
• Employer-paid Long Term Disability & Long-Term Care plan for full-time employees.
• Employer-paid Long Term Care plan for part-time employees.
• 401(K) with 8.5% contribution by WSECU to begin the first quarter after one year of service.
• Paid Volunteer Leave.
• Tuition Assistance.
• Employee Assistance Program & Employee Discounts.

WSECU was named to the Forbes Best-In-State Credit Union list in 2025, making us the only credit union in Washington to earn this recognition five years in a row.