[Hiring] Member Contact Center Representative @GESA CREDIT UNION

Role Description

The Member Contact Center Representative delivers exceptional service to members by providing clear, professional communication, resolving inquiries, and building trusted relationships through phone, email, and other supported service channels. This role authenticates members, performs authorized account maintenance, accurately documents interactions, and takes ownership of member concerns through timely follow-up and escalation. The representative proactively identifies member needs, recommends relevant products and services, and uses available tools, resources, and sound judgment to resolve complex inquiries while adhering to credit union policies, procedures, privacy requirements, regulations, and fraud-prevention practices. Success requires empathy, curiosity, adaptability, teamwork, continuous learning, and consistent achievement of productivity, quality, schedule adherence, and member satisfaction expectations.

What You Will Be Doing

• Provide exceptional service to promote deep and lasting member relationships
• Answer general inquiries, authenticates members, documents interactions accurately, and perform authorized account maintenance through phone, email, and other supported service channels.
• Meet or exceed established expectations for productivity, quality, schedule adherence, and member satisfaction
• Research and resolve problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency
• Take ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution
• Identify opportunities to offer relevant credit union products, promotions, and services and generate appropriate referrals that deepen member relationships
• Maintain current knowledge of credit union products, services, policies, procedures, regulations, privacy requirements, and fraud-prevention practices
• Communicate clearly, professionally, and accurately with members and team members through supported service channels
• Perform other duties as assigned

About You

• Ability to organize and prioritize multiple tasks
• Resolves requests with a sense of urgency and escalates issues promptly when additional support or authorization is needed
• 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

Qualifications

• Minimum of a high school diploma or equivalent
• Minimum of one (1) year of experience in customer service, financial services, retail, contact center, or professional administrative support roles
• Some travel may be required to complete training or fulfill duties
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired
• Familiarity and comfort with online systems and other technology

Benefits

• 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

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.