Member Contact Center Rep I

GESA CREDIT UNION•Richland, WA

4d•$17 - $30•Hybrid

About The Position

Take a leap and join our team! 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. Get to know us: About - Gesa Credit Union We are in search of Member Contact Center Representatives 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. Role Summary: The Member Contact Center Representative delivers exceptional service to members by providing clear, professional communication, resolving inquiries, and building trusted relationships through phone, email, and other supported service channels. This role authenticates members, performs authorized account maintenance, accurately documents interactions, and takes ownership of member concerns through timely follow-up and escalation. The representative proactively identifies member needs, recommends relevant products and services, and uses available tools, resources, and sound judgment to resolve complex inquiries while adhering to credit union policies, procedures, privacy requirements, regulations, and fraud-prevention practices. Success requires empathy, curiosity, adaptability, teamwork, continuous learning, and consistent achievement of productivity, quality, schedule adherence, and member satisfaction expectations.

Requirements

Minimum of a high school diploma or equivalent
Minimum of one (1) year of experience in customer service, financial services, retail, contact center, or professional administrative support roles
Proficient with Microsoft Office software and standard office equipment
Familiarity and comfort with online systems and other technology
Ability to organize and prioritize multiple tasks
Resolves requests with a sense of urgency and escalates issues promptly when additional support or authorization is needed
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
Candidates must reside in Washington to be eligible for remote work.

Nice To Haves

proficiency with call center programs desired
Some travel may be required to complete training or fulfill duties

Responsibilities

Provide exceptional service to promote deep and lasting member relationships
Answer general inquiries, authenticates members, documents interactions accurately, and perform authorized account maintenance through phone, email, and other supported service channels.
Meet or exceed established expectations for productivity, quality, schedule adherence, and member satisfaction
Research and resolve problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency
Take ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution
Identify opportunities to offer relevant credit union products, promotions, and services and generate appropriate referrals that deepen member relationships
Maintain current knowledge of credit union products, services, policies, procedures, regulations, privacy requirements, and fraud-prevention practices
Communicate clearly, professionally, and accurately with members and team members through supported service channels
Perform other duties as assigned