Member Contact Center Specialist

About Gesa

We believe in the power of our people. Our team comes from diverse backgrounds, each bringing unique experiences that are our greatest asset. We ignite 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 high service standards, meeting/exceeding performance metrics, and providing exceptional service via phone channel focused on specialized member functions.

What You Will Be Doing

• Promote strong relationships by providing exceptional member service via all forms of member contact channels.
• Assist members with support, questions, and/or filing disputes around debit and credit cards, fraud, and other specialized functions.
• Solve problems, take ownership of member concerns, and provide prompt resolutions.
• Handle more complex and sensitive member concerns.
• Show a core understanding of financial literacy and products/services to fluidly converse with members.
• Share features and benefits of Credit Union products and services, generate referrals, and maintain industry average or higher net promoter scores.
• Make outbound follow-up calls to establish, grow, and nurture member relationships.
• Engage members and callers through asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations.
• Take ownership of member concerns and provide prompt follow-up/resolution independently or with minimal guidance.
• Maintain individual key performance indicators (KPIs) expectations.
• Aid 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, 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 and taking ownership of a timely resolution.

About You

• Demonstrates leadership skills and leads by example.
• Creatively resolves member concerns while adhering to policies and regulations.
• Multi-tasks, handles a wide range of assignments, and works 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.
• Organizes, prioritizes, and responds simultaneously to multiple tasks.
• Promotes and participates in a cohesive team environment.
• Fosters the Credit Union's culture with a high energy, positive attitude.
• Communicates ideas and information effectively, both orally and in writing.
• Trains, coaches, and mentors 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.
• Ability to pass a pre-employment credit/background check.

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

Schedule

While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications.