Lead Member Contact Center Representative

GESA CREDIT UNION•Richland, WA

6h•$20 - $38

About The Position

The Senior Member Contact Center Representative (MCCR) possess advanced, wide-ranging job knowledge, and has demonstrated the ability to handle significant responsibilities in addition to the Member Contact Center Representative I and II roles. The Senior MCCR responds to several member inquiries, acts as an advocate for the member, and communicates solutions. This position acts as a resource for other Member Service Representatives, answering questions and handling complex inquiries or escalations

Requirements

Minimum of a high school diploma; some college course work preferred; degree highly desirable.
2+ years in a contact center environment with increasing levels of responsibility.
2+ years in a Credit Union or Financial institution.
Met or exceeded expectations of the MCCR I and II roles.
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.
Display and maintain courtesy, tact, and diplomacy with current and potential members, peers, and staff.

Responsibilities

Promotes strong and lasting relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence) including outbound channels.
Shares the features and benefits of the Credit Union products, services, and generates referrals.
Maintains an industry average or higher in net promoter scores.
Takes ownership of member concerns and provides prompt follow-up/resolution independently or with minimal guidance.
Meets/exceeds individual key performance indicators (KPIs) expectations.
Aids members and peers with complex inquiries and escalates concerns timely. Assist with overrides and high-level transactions.
May serve as a subject matter expert for projects and identifies process improvements.
Provides guidance, mentoring, and coaching to Member Service Representatives to improve performance and knowledge base.
Provides on the job training and acts as a resource for peers with procedural questions.
Resolves complex problems independently with minimal guidance, acts as an advocate for the member and takes ownership of a timely resolution.
Pulls and analyses data to uncover member and team member needs.
Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience.
May act as Assistant Team Leader as needed for operational tasks.