Lead Member Contact Center Representative jobs in United States
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Gesa Credit Union ยท 8 hours ago

Lead Member Contact Center Representative

positionRichland, WA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$19.84/hr - $33.07/hr
date2+ years exp

Gesa Credit Union is dedicated to empowering communities through exceptional service. The Lead Member Contact Center Representative will manage member inquiries, advocate for members, and mentor other representatives while ensuring high-quality service and operational efficiency.

CreditFinancial ServicesLending
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Growth Opportunities

Responsibilities

Promotes strong and lasting relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence) including outbound channels
Shares the features and benefits of the Credit Union products, services, and generates referrals
Maintains an industry average or higher in net promoter scores
Takes ownership of member concerns and provides prompt follow-up/resolution independently or with minimal guidance
Meets/exceeds individual key performance indicators (KPIs) expectations
Aids members and peers with complex inquiries and escalates concerns timely. Assist with overrides and high-level transactions
May serve as a subject matter expert for projects and identifies process improvements
Provides guidance, mentoring, and coaching to Member Service Representatives to improve performance and knowledge base
Provides on the job training and acts as a resource for peers with procedural questions
Resolves complex problems independently with minimal guidance, acts as an advocate for the member and takes ownership of a timely resolution
Pulls and analyses data to uncover member and team member needs
Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience
May act as Assistant Team Leader as needed for operational tasks

Qualification

Contact center experienceCredit Union experienceLeadership skillsMicrosoft Office proficiencyCall center programsData analysisCoachingMentoringCommunication skillsProblem-solvingTeamwork

Required

Minimum of a high school diploma; some college course work preferred; degree highly desirable
Minimum of two (2) years in a contact center environment with increasing levels of responsibility
Minimum of two (2) years in a Credit Union or Financial institution
Met or exceeded expectations of the MCCR I and II roles
Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired
Courtesy, tact, and diplomacy with current and potential members, peers, and staff
Some travel may be required to complete training or fulfill duties
Familiarity and comfort with online systems and other technology
Display and maintain courtesy, tact, and diplomacy with current and potential members, peers, and staff

Benefits

Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year 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

Gesa Credit Union

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Gesa Credit Union offers home loans, deposit services, lending services, online services and other financial services.
dateFounded in 1953
location
Richland, Washington, USA
people-size501-1000 employees
web-link
https://www.gesa.com

Funding

Current Stage
Late Stage

Leadership Team

D
Don Miller
President & CEO
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