PT Member Contact Center Specialist

About the role

The Member Contact Center Specialist serves Gesa Credit Union members through effective communication, troubleshooting, proactive learning, and deepening member relationships while adhering to established policies and procedures. The role focuses on delivering exceptional service via phone and other contact channels, meeting or exceeding performance metrics, quality scores, schedule adherence, and member satisfaction.

Responsibilities

• Promote strong and lasting relationships by providing exceptional member service via all contact channels (phone, email, chat, correspondence), including outbound calling.
• Assist members with support, questions, and 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 more complex and sensitive member concerns.
• Maintain a core understanding of financial literacy and credit union products/services to converse fluidly with members.
• Demonstrate up‑to‑date, comprehensive knowledge of all credit union products, services, policies, and procedures.
• Share features and benefits of credit union products and services and generate referrals.
• Maintain an industry‑average or higher net promoter score.
• Make outbound follow‑up calls to establish, grow, and nurture member relationships.
• Engage members by asking relevant and meaningful questions, identifying needs, and recommending appropriate products/services.
• Take ownership of member concerns and provide prompt follow‑up/resolution independently or with minimal guidance.
• Meet or exceed individual key performance indicators (KPIs).
• Aid members and peers with complex inquiries and timely escalation of concerns.
• Assist with overrides and high‑level transactions.
• Accurately perform daily operations including transactions, card maintenance, new accounts, lending, online banking assistance, and other financial needs.
• Provide on‑the‑job training and act as a resource for peers with procedural questions.
• Resolve complex problems independently, act as an advocate for the member, and ensure timely resolution.

Qualifications

• 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 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 high energy and a positive attitude.
• Effective oral and written communication skills.
• 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.
• Minimum high school diploma; some college coursework preferred; degree highly desirable.
• Minimum two (2) years in a contact‑center environment with increasing levels of responsibility.
• Minimum two (2) years in a credit union or financial institution.
• Met or exceeded expectations of the MCCR I role.
• Proficient with Microsoft Office and standard office equipment; proficiency with call‑center programs desired.
• Courtesy, tact, and diplomacy with members, peers, and staff.
• Some travel may be required to complete training or fulfill duties.
• Ability to pass a pre‑employment credit/background check.

Benefits

• Competitive pay
• Dental and vision insurance
• 8 days per 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: Richland, WA – $20.00‑$29.86 per hour; Spokane, WA – $20.00‑$29.86 per hour; Lynnwood, WA – $20.36‑$33.94 per hour.