Member Contact Center Rep I

Job Details: Level: Entry, Job Location: South Richland HQ - Richland, WA, Position Type: Full Time - Hourly, Education Level: High School, Salary Range: $17.13 - $29.53Hourly, Job Category: Member Contact Center, Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority. 

Get to know us:  About - Gesa Credit Union

We are in search of Member Contact Center Representatives to join our Credit Union, after 90+ days this position is eligible to work from home remotely. Candidates must reside in Washington to be eligible for remote work. Gesa also offers call center representatives competitive pay and monthly incentives.

Role Summary:

The Member Contact Center Representative serves the membership through effective communications, troubleshooting, proactive learning and deepening member relationship and adhering to established policies and/or procedures while providing exceptional service to members via the phone. This position requires high service standards by meeting/exceeding established performance metrics, quality scores, adherence to schedule and Member Satisfaction scores while demonstrating empathy, curiosity and expertise in all product and services to determine member needs.

What You Will Be Doing: 

1. Provides exceptional service to promote deep and lasting member relationships.

2. Answers general inquiries and performs account maintenance via phone or email channels.

3. Meets/exceeds key performance indicators (KPIs) expectations.

4. Researches and resolves problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency.

5. Takes ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution.

6. Identify opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships.

7. Maintains knowledge of credit union policies, procedures, and regulations.

8. Communicate effectively with members/ team members through various channels.

About You:

1. Ability to organize and prioritize multiple tasks.

2. Resolves requests with a sense of urgency and escalates timely.

3. Promotes and participates in a cohesive team environment.

4. Effectively communicates ideas and information, both verbally and in writing.

5. Takes ownership and acts proactively to solve member concerns.

6. Utilizes tools and resources to solve complex inquiries.

7. Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations.

8. Analyzes information and recommends achievable process improvements.

9. Excellent customer service and interpersonal skills.

10. Member-centric with a friendly, professional demeanor.
Qualifications: What You Will Need:

Minimum of a high school diploma; some college course 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

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks 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

Full Salary Range:

Richland, WA: $17.13-$25.99

Spokane, WA: $17.13-$25.99

Lynnwood, WA: $17.13-$29.53

*While the full earning scale is listed above, Gesa starts our team members at $20.00/hour for this position.

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or [email protected] to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)