[Hiring] Member Contact Center Representative I @GESA CREDIT UNION

Role Description

The Member Contact Center Representative serves the membership through effective communications, troubleshooting, proactive learning, and deepening member relationships while adhering to established policies and procedures. 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 products and services to determine member needs.

What You Will Be Doing:

• 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.
• Identifies 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.
• Communicates effectively with members and team members through various channels.

Qualifications

• Minimum of a high school diploma; some college 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.

Requirements

• 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.

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