Gesa Credit Union is a community-focused organization that values the power of its people and their unique experiences. They are seeking a Member Contact Center Representative to provide exceptional service to members, resolve inquiries, and deepen member relationships through effective communication and problem-solving. The role requires meeting performance metrics while adhering to credit union policies and procedures.
Responsibilities
- Provides exceptional service to promote deep and lasting member relationships
- Answers general inquiries and performs account maintenance via phone or email channels
- Meets/exceeds key performance indicators (KPIs) expectations
- Researches and resolves problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency
- Takes ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution
- Identify opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships
- Maintains knowledge of credit union policies, procedures, and regulations
- Communicate effectively with members/ team members through various channels
Skills
- Minimum of a high school diploma; some college work preferred; degree highly desirable
- Minimum of one (1) year experience in a contact center environment
- Minimum of (1) year in a credit union or financial institution
- Some travel may be required to complete training or fulfill duties
- Courtesy, tact, and diplomacy with current and potential members, peers, and staff
- Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired
- Familiarity and comfort with online systems and other technology
- Spanish bilingual candidates preferred
Benefits
- Competitive Pay
- Medical, Dental, Vision, and Life Insurance
- 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
- 401(k) Match Incentive Program
- Tuition Assistance and Student Loan Repayment
- Commuter Benefits
- Paid Time Off to Volunteer in the Community
- Product discounts
- Engaging Work Environment
- Rewards and Recognition Programs
Company Overview
Gesa Credit Union offers home loans, deposit services, lending services, online services and other financial services. It was founded in 1953, and is headquartered in Richland, Washington, USA, with a workforce of 501-1000 employees. Its website is https://www.gesa.com.