Member Contact Center Rep I

About Gesa Credit Union

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. It’s how we come together—igniting our collective compassion and commitment to empowering our communities—that drives our success. We go further when we go together. Join a team passionate about serving others, doing good, and sharing a deep love of people. Engage in meaningful work that impacts your community, challenge yourself, grow in your career, and rest assured that your wellbeing and prosperity are our priority.

About the Role

The Member Contact Center Representative serves the membership through effective communications, troubleshooting, and proactive learning while deepening member relationships and adhering to established policies and procedures. This role provides exceptional service to members via phone, meeting or exceeding performance metrics, quality scores, schedule adherence, and member satisfaction. After 90+ days, this position is eligible to work from home remotely. Candidates must reside in Washington to be eligible for remote work.

Responsibilities

• Provides exceptional service to promote deep and lasting member relationships.
• Answers general inquiries and performs account maintenance via phone or email.
• Meets or exceeds key performance indicators (KPIs).
• Researches and resolves problems with urgency under the guidance of leadership.
• Takes ownership of member concerns, sets expectations, and ensures prompt follow-up and resolution.
• Identifies opportunities to offer additional credit union products, promotions, and services to members, generating referrals to deepen relationships.
• Maintains knowledge of credit union policies, procedures, and regulations.
• Communicates effectively with members and team members through various channels.

Qualifications

• Minimum of a high school diploma; some college coursework preferred; degree highly desirable.
• Minimum of one (1) year of experience in a contact center environment.
• Minimum of one (1) year in a credit union or financial institution.
• Some travel may be required to complete training or fulfill duties.
• Courtesy, tact, and diplomacy with members, peers, and staff.
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
• Familiarity and comfort with online systems and other technology.

Skills

• Ability to organize and prioritize multiple tasks.
• Resolves requests with a sense of urgency and escalates timely.
• Promotes and participates in a cohesive team environment.
• Effectively communicates ideas and information, both verbally and in writing.
• Takes ownership and acts proactively to solve member concerns.
• Utilizes tools and resources to solve complex inquiries.
• Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations.
• Analyzes information and recommends achievable process improvements.
• Excellent customer service and interpersonal skills.
• Member-centric with a friendly, professional demeanor.

Benefits

• Competitive pay and monthly incentives.
• Medical, dental, vision, and life insurance.
• 20 days/year accrual of paid time off, plus 10 paid holidays.
• 401(k) match.
• Incentive program.
• Tuition assistance and student loan repayment.
• Commuter benefits.
• Paid time off to volunteer in the community.
• Product discounts.
• Engaging work environment.
• Rewards and recognition programs.

Pay

Starting pay: $20.00/hour. Full salary ranges:

• Richland, WA: $17.13–$25.99/hour
• Spokane, WA: $17.13–$25.99/hour
• Lynnwood, WA: $17.13–$29.53/hour