Member Contact Center Specialist ($500 Hiring Bonus)

Gesa Credit Union•Richland, WA

13d•Onsite

About The Position

The Member Contact Center Specialist serves the membership through effective communications, troubleshooting, proactive learning, and deepening member relationships while adhering to established policies and/or procedures. This role provides exceptional service via the phone channel, focusing on specialized member functions accurately. The 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 products and services to determine member needs. The Contact Center Specialist is focused on 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 coursework 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.
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.
Excellent customer service and interpersonal skills.
Analyzes information and recommends achievable process improvements.

Nice To Haves

Some college coursework preferred; degree highly desirable.
Proficiency with call center programs desired.

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 calling.
Assists members with support, questions, and/or filing disputes around debit and credit cards, fraud, or any other specialized functions.
Solves problems, takes ownership of member concerns, provides prompt resolutions, and follows up as appropriate.
Handles more complex and sensitive member concerns.
Demonstrates an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
Shares the features and benefits of Credit Union products and services, and generates referrals.
Maintains an industry average or higher in net promoter scores.
Makes outbound follow-up calls to members for the purpose of establishing, growing, and nurturing member relationships.
Engages members and callers by 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.
Assists with overrides and high-level transactions.
Accurately performs 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.