Member Contact Center Specialist

About Gesa

Gesa Credit Union believes in the power of its people. Our team comes from diverse backgrounds, each bringing unique experiences that are our greatest asset. We ignite collective compassion and commitment to empower our communities, working together to achieve success.

Role Summary

The Member Contact Center Specialist serves the membership through effective communications, troubleshooting, proactive learning, and deepening member relationships. This role requires meeting/exceeding performance metrics, quality scores, and adherence to schedules and Member Satisfaction scores. The specialist also demonstrates empathy, curiosity, and expertise in all products and services to determine member needs, cross-sells products and services, educates on digital and self-service options, engages members by asking relevant questions, identifies their needs, and makes appropriate product and service recommendations.

What You Will Be Doing

• Promote strong relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence).
• Assist members with support, questions, and/or filing disputes around debit and credit cards, fraud, and other specialized functions routed.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow up as appropriate.
• Handle more complex and sensitive member concerns.
• Show a core understanding of financial literacy and products and services to fluidly converse with members.
• Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Shares the features and benefits of the Credit Union products, services, and generates referrals.
• Maintain an industry average or higher in net promoter scores.
• Make outbound follow-up calls to members for the purpose of establishing, growing, and nurturing member relationships.
• Engage members and callers through asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations.
• Takes ownership of member concerns and provides prompt follow-up/resolution independently or with minimal guidance.
• Mets/exceeds individual key performance indicators (KPIs) expectations.
• Aids members and peers with complex inquiries and escalates concerns in a timely manner.
• Assists with overrides and high-level transactions.
• Accurately performs daily operations including transactions, card maintenance, new accounts, lending, assisting members with their online banking, and other financial needs.
• Provides on-the-job training and acts as a resource for peers with procedural questions.
• Solves complex problems independently with minimal guidance, acts as an advocate for the member, and takes ownership of a timely resolution.

About You

• 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.
• Familiarity and comfort with online systems and other technology.
• Excellent customer service and interpersonal skills.
• Analyzes information and recommends achievable process improvements.

Qualifications

• Minimum of a high school diploma; some college course work 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.
• Ability to pass a pre-employment credit/background check.

Our Team Member Value Proposition

• 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

Salary Range

• Richland, WA: $20.00-$29.86
• Spokane, WA: $20.00-$29.86
• Lynnwood, WA: $20.36-$33.94