Member Service Representative

3 days ago

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

We are seeking a highly motivated and customer-focused Member Service Associate to join our team at Gesa Credit Union. As a key member of our branch team, you will be responsible for providing exceptional service to our members, handling routine transactions, and escalating more complex issues to senior-level positions.

Key Responsibilities
  • Provide exceptional member service, ensuring a positive experience for all interactions
  • Solve problems and resolve member concerns in a timely and professional manner
  • Develop a strong understanding of our products and services, as well as financial literacy, to effectively communicate with members
  • Offer personalized solutions to deepen member relationships and refer to other expert team members as needed
  • Make outbound calls to members to establish, grow, and nurture relationships
  • Ensure branch equipment is functioning properly and escalate issues to leadership as necessary
  • Perform transactions and service requests on member accounts with accuracy and efficiency
  • Accurately follow cash handling procedures and balance cash drawers at the end of each shift
  • Issue, record, and file monetary instruments and reports in accordance with regulatory requirements
  • Assist members with Digital Banking enrollment, navigation, resets, and maintenance
  • Support members with routine fraud disputes
About You
  • Excellent written and verbal communication skills
  • Ability to make sound decisions with minimal risk and in a timely manner
  • Strong interpersonal skills to effectively interact with members, colleagues, and leadership
  • Commitment to diversity, equity, and inclusion in the workplace and within our membership
  • Ability to complete assigned training programs in a timely and accurate manner
  • Participation in and support of a team environment
  • Meet or exceed established service levels, job performance, and organizational goals
  • Adaptability to changing priorities with a positive attitude
  • Exercises discretion and sensitivity when assisting with member transactions
Qualifications
  • High School degree or equivalent required
  • At least one year of customer service experience preferred
  • Some cash handling experience preferred
  • Demonstrate and support credit union values and service standards
  • Attend and engage in community events on behalf of the credit union
  • Maintain confidentiality, control risk, and manage operations in accordance with company policies and procedures
  • Demonstrate a high level of personal integrity and ethics
  • Report for work on time and maintain a schedule of regular attendance
  • Some travel may be required
  • Proficient with varying levels of technology
Our Team Member Value Proposition
  • 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

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