Member Contact Center Rep I

Gesa Credit Union•Spokane Valley, WA

43d•$17 - $28•Remote

About The Position

We are in search of Member Contact Center Reps to join our Credit Union, after 90+ days this position is eligible to work from home remotely. Candidates must reside in Washington to be eligible for remote work. Gesa also offers call center representatives competitive pay and monthly incentives. 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. But it's how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together. Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority. The Member Contact Center Representative serves the membership through effective communications, troubleshooting, proactive learning and deepening member relationship and adhering to established policies and/or procedures while providing exceptional service to members via the phone. This position requires high service standards by meeting/exceeding established performance metrics, quality scores, adherence to schedule and Member Satisfaction scores while demonstrating empathy, curiosity and expertise in all product and services to determine member needs.

Requirements

Ability to organize and prioritize multiple tasks.
Resolves requests with a sense of urgency and escalates timely.
Promotes and participates in a cohesive team environment.
Effectively communicates ideas and information, both verbally and in writing.
Takes ownership and acts proactively to solve member concerns.
Utilizes tools and resources to solve complex inquiries.
Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations.
Analyzes information and recommends achievable process improvements.
Excellent customer service and interpersonal skills.
Member-centric with a friendly, professional demeanor.
Minimum of a high school diploma; some college course work preferred; degree highly desirable.
1+ year experience in a contact center environment.
1+ years in a credit union or financial institution.
Some travel may be required to complete training or fulfill duties.
Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
Familiarity and comfort with online systems and other technology.

Responsibilities

Provides exceptional service to promote deep and lasting member relationships.
Answers general inquiries and performs account maintenance via phone or email channels.
Meets/exceeds key performance indicators (KPIs) expectations.
Researches and resolves problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency.
Takes ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution.
Identify opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships.
Maintains knowledge of credit union policies, procedures, and regulations.
Communicate effectively with members/ team members through various channels.