Job Description
Gesa Credit Union is seeking a Member Contact Center Representative to provide exceptional service to its members through effective communication and problem-solving. The role involves answering inquiries, performing account maintenance, and promoting additional services to enhance member relationships. 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 course work preferred; degree highly desirable 1+ year experience in a contact center environment 1+ years 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 bolthires Office software and standard office equipment; proficiency with call center programs desired 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 timely 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 Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations Analyzes information and recommends achievable process improvements Excellent customer service and interpersonal skills Member-centric with a friendly, professional demeanor Spanish bilingual candidates preferred Benefits 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