Member Contact Center Specialist ($500 Hiring Bonus)

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 makes us succeed. Here you can join a team passionate about serving others, with a desire to do good and a deep love of people. You can 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 Specialist serves the membership through effective communications, troubleshooting, proactive learning, and deepening member relationships while adhering to established policies and procedures. This position provides exceptional service via our phone channel, focused on specialized member functions accurately. It requires high service standards by meeting or exceeding established performance metrics, quality scores, schedule adherence, and Member Satisfaction scores while demonstrating empathy, curiosity, and expertise in all products and services to determine member needs. The Contact Center Specialist deepens member relationships by cross-selling products and services and educating on digital and self-service options.

Responsibilities

• Promote strong and lasting relationships by providing exceptional member service via all contact channels (phone, email, chat, and correspondence), including outbound calling.
• Assist members with support, questions, and/or filing disputes around debit and credit cards, fraud, or other specialized functions.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate.
• Handle complex and sensitive member concerns.
• Demonstrate a core understanding of financial literacy and products/services to converse fluidly with members.
• Maintain up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Share features and benefits of credit union products and services, generating referrals.
• Maintain industry-average or higher net promoter scores.
• Make outbound follow-up calls to establish, grow, and nurture member relationships.
• Engage members by asking relevant questions, identifying needs, and making appropriate product/service recommendations.
• Take ownership of member concerns and provide prompt follow-up/resolution independently or with minimal guidance.
• Meet or exceed individual key performance indicators (KPIs).
• Assist members and peers with complex inquiries and escalate concerns in a timely manner.
• Assist with overrides and high-level transactions.
• Accurately perform daily operations including transactions, card maintenance, new accounts, lending, and assisting members with online banking and other financial needs.
• Provide on-the-job training and act as a resource for peers with procedural questions.
• Resolve complex problems independently with minimal guidance, acting as an advocate for the member.

Qualifications

• Minimum of a high school diploma; some college coursework preferred; degree highly desirable.
• Minimum of two (2) years in a contact center environment with increasing levels of responsibility.
• Minimum of two (2) years in a credit union or financial institution.
• Met or exceeded expectations of the MCCR I role.
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
• Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
• Some travel may be required to complete training or fulfill duties.
• Familiarity and comfort with online systems and other technology.

Skills

• Demonstrates leadership skills and leads by example.
• Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations.
• Proven ability to multi-task, handle a wide range of assignments, and work with a sense of urgency.
• Member-centric with a friendly, professional demeanor.
• Utilizes tools and resources to solve complex inquiries with minimal support from leadership.
• Acts with a sense of urgency to resolve member-impacting issues.
• Ability to organize, prioritize, and respond simultaneously to multiple tasks.
• Promotes and participates in a cohesive team environment.
• Fosters the Credit Union’s culture with a high energy, positive attitude.
• Ability to effectively communicate ideas and information, both orally and in writing.
• Ability to train, coach, and mentor across departments.
• Excellent customer service and interpersonal skills.
• Analyzes information and recommends achievable process improvements.

Benefits

• Competitive pay.
• 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

Salary ranges by location:

• Richland, WA: $20.00–$29.86 per hour.
• Spokane, WA: $20.00–$29.86 per hour.
• Lynnwood, WA: $20.36–$33.94 per hour.

While our full pay range is listed, most new team members typically start between the minimum and midpoint based on experience and qualifications. This approach gives room to grow within the role as your career progresses with us.

Hiring Bonus

Bonus offered for a limited time only; select job openings are eligible, and the program may be discontinued at Gesa’s sole discretion.

• If hired for an eligible position, payout will occur in two installments: $250 on the new team member's first paycheck and $250 following successful completion of the 90-day introductory period.
• Team member must be employed at the time of the first and second installment payout to be eligible.
• Current and previous team members are not eligible to receive the hiring bonus offer.