Member Contact Center Specialist

GESA CREDIT UNION•Richland, WA

1d•$20 - $34•Onsite

About The Position

The Member Contact Center Specialist 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 responsible for providing exceptional service via our phone channel focused on specialized member functions accurately. 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. The Contact Center Specialist is focused deepening member relationships by cross-selling products and services and educating on digital and self-service options engaging members by asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations.

Requirements

Minimum of a high school diploma; some college course work preferred; degree highly desirable
Minimum of two (2) years in a contact center environment with increasing levels of responsibility
Minimum of two (2) years in a Credit Union or Financial institution
Met or exceeded expectations of the MCCR I role
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

Nice To Haves

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 a sense of 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 a high energy, positive attitude.
Ability to effectively communicate ideas and information, both orally and in writing.
Ability to train, coach and mentor across departments.
Familiarity and comfort with online system and other technology.
Excellent customer service and interpersonal skills.
Analyzes information and recommend achievable process improvements

Responsibilities

Promotes strong and lasting relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence) including by not limited to outbound calling.
Assist members with support, questions and/or filing disputes around debit and credit cards, fraud or any other specialized functions routed.
Solve problems, take ownership of member concerns, provide prompt resolutions, and follows up as appropriate.
Handles more complex and sensitive member concerns.
Have a core understanding of financial literacy and products and services to be able to fluidly converse with members.
Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
Shares the features and benefits of the Credit Union products, services, and generates referrals.
Maintains an industry average or higher in net promoter scores.
Make outbound follow up calls to members for the purpose of establishing, growing, and nurturing member relationships.
Engage members and callers through asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations.
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 in a timely manner.
Assist with overrides and high-level transactions.
Accurately perform daily operations including transactions, card maintenance, new accounts, lending, assisting members with their online banking and other financial needs
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.