Member Contact Center Rep I

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 Microsoft 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