Member Contact Center Rep I

Gesa Credit Union is seeking Member Contact Center Representatives to join their team, offering a supportive environment that values community impact and individual growth. The role focuses on providing exceptional service to members, addressing inquiries, and maintaining strong member relationships while adhering to performance metrics and quality standards.

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

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