Member Contact Center Rep I - Bilingual Preferred
Gesa Credit Union is a community-focused organization that values the power of its people and their unique experiences. They are seeking a Member Contact Center Representative to provide exceptional service to members, resolve inquiries, and deepen member relationships through effective communication and problem-solving. The role requires meeting performance metrics while adhering to credit union policies and procedures.
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 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
- Spanish bilingual candidates preferred
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
Company Overview