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Member Contact Center Representative

2 months ago

Spokane, Washington, United States Gesa Credit Union Full time
About the Role

The Member Contact Center Representative I provides exceptional service to members via multiple channels (phone, email, and chat) and meets/exceeds established performance measurements.

This position responds to several member inquiries and provides the features and benefits of the Credit Union products and services to deepen relationships all while adhering to established policies and procedures.

Key Responsibilities
  • Provides outstanding service to promote deep and lasting member relationships.
  • Answers general inquiries and performs account maintenance via phone or email channels.
  • Meets/exceeds key critical metrics.
  • Researches and resolves problems under the mentorship of the MCC Supervisor or MCCR Lead with a sense of urgency.
  • Takes ownership of member concerns, sets the expectations, and provides timely follow-up/resolution.
  • Sees 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.
Requirements
  • 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 Microsoft Office software and standard office equipment; proficiency with call center programs desired.
  • Familiarity and comfort with online systems and other technology.
What We Offer
  • 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