PT Member Contact Center Specialist

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us: About - Gesa Credit Union

Role Summary:

The Member Contact Center Specialist provides exceptional service across phone and other assigned contact channels by accurately completing specialized member functions, resolving concerns, and following established policies and procedures. The Specialist builds and deepens member relationships by demonstrating empathy, curiosity, and knowledge of credit union products and services; asking meaningful questions; identifying member needs; and recommending appropriate products, services, and digital or self-service options. Success in this role requires meeting or exceeding established performance metrics, quality standards, schedule-adherence expectations, and member satisfaction goals.

What You Will Be Doing:

1. Promotes strong and lasting relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence) including by not limited to outbound calling
2. Assist members with support, questions and/or filing disputes around debit and credit cards, fraud or any other specialized functions routed
3. Solve problems, take ownership of member concerns, provide prompt resolutions, and follows up as appropriate. Handles more complex and sensitive member concerns
4. Have a core understanding of financial literacy and products and services to be able to fluidly converse with members. Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures
5. Shares the features and benefits of the Credit Union products, services, and generates referrals.
6. Maintains an industry average or higher in net promoter scores
7. Make outbound follow up calls to members for the purpose of establishing, growing, and nurturing member relationships
8. Maintains reliable attendance, punctuality, and schedule adherence to support service-level commitments and Contact Center coverage requirements
9. Engage members and callers through asking relevant and meaningful questions, identifying their needs, and making appropriate product and service recommendations
10. Takes ownership of member concerns and provides prompt follow-up/resolution independently or with minimal guidance
11. Meets/exceeds individual key performance indicators (KPIs) expectations
12. Aids members and peers with complex inquiries and escalates concerns in a timely manner. Assist with overrides and high-level transactions
13. Accurately perform daily operations including transactions, card maintenance, new accounts, lending, assisting members with their online banking and other financial needs
14. Provides on the job training and acts as a resource for peers with procedural questions
15. Protects member information and Credit Union assets by following all applicable privacy, information-security, identity-verification, fraud-prevention, regulatory, and internal control requirements
16. Accurately documents member interactions, transactions, account updates, referrals, disputes, and required follow-up in applicable systems in accordance with established procedures
17. Resolves complex problems independently with minimal guidance, acts as an advocate for the member and takes ownership of a timely resolution
18. Performs other duties as assigned

About You:

1. Demonstrates leadership skills and leads by example
2. Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations
3. Proven ability to multi-task, handle a wide range of assignments, and work with a sense of urgency
4. Member centric with a friendly, professional demeanor
5. Utilizes tools and resources to solve complex inquiries with minimal support from leadership
6. Acts with a sense of urgency to resolve member impacting issues
7. Ability to organize, prioritize, and respond simultaneously to multiple tasks
8. Promotes and participates in a cohesive team environment
9. Fosters the Credit Union's culture with a high energy, positive attitude
10. Ability to effectively communicate ideas and information, both orally and in writing
11. Ability to train, coach and mentor across departments
12. Familiarity and comfort with online system and other technology
13. Excellent customer service and interpersonal skills
14. Analyzes information and recommend achievable process improvements