Member Contact Center Specialist

Gesa Credit Union•Richland, WA

2d•Onsite

About The Position

The Member Contact Center Specialist provides exceptional service across phone and other assigned contact channels by accurately completing specialized member functions, resolving concerns, and following established policies and procedures. The Specialist builds and deepens member relationships by demonstrating empathy, curiosity, and knowledge of credit union products and services; asking meaningful questions; identifying member needs; and recommending appropriate products, services, and digital or self-service options. Success in this role requires meeting or exceeding established performance metrics, quality standards, schedule-adherence expectations, and member satisfaction goals.

Requirements

Minimum of a high school diploma or equivalent
Minimum of two (2) years experience in a customer service, financial services, retail, contact center, or professional administrative support roles
Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired
Some travel may be required to complete training or fulfill duties
Familiarity and comfort with online systems and other technology

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

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
Maintains reliable attendance, punctuality, and schedule adherence to support service-level commitments and Contact Center coverage requirements
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
Protects member information and Credit Union assets by following all applicable privacy, information-security, identity-verification, fraud-prevention, regulatory, and internal control requirements
Accurately documents member interactions, transactions, account updates, referrals, disputes, and required follow-up in applicable systems in accordance with established procedures
Resolves complex problems independently with minimal guidance, acts as an advocate for the member and takes ownership of a timely resolution