Member Contact Center Rep I

Gesa Credit Union•Richland, WA

2d•Hybrid

About The Position

Gesa Credit Union is seeking Member Contact Center Representatives to join their team. After 90 days, this position is eligible to work remotely, provided the candidate resides in Washington. The role involves delivering exceptional service to members through various communication channels, including phone and email. Responsibilities include authenticating members, performing account maintenance, documenting interactions, resolving inquiries, and identifying opportunities to recommend relevant products and services. Success in this role requires empathy, curiosity, adaptability, teamwork, continuous learning, and meeting performance expectations related to productivity, quality, schedule adherence, and member satisfaction.

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
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
Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations

Responsibilities

Provide exceptional service to promote deep and lasting member relationships
Answer general inquiries, authenticate members, document 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, set expectations, and provide 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