Member Contact Center Rep I

Gesa Credit Union; Spokane (WA); Hybrid; USD 24,000 - 36,000; Full time

Benefits offered by this job

Competitive Pay

Health/Dental/Vision/Life

PTO 20 days + 10 holidays

401(k) Match

Incentives

Tuition Assistance

Commuter Benefits

Volunteer Time Off

Product discounts

Engaging environment

Rewards & Recognition

Job summary

Gesa Credit Union is seeking a Member Contact Center Representative to deliver exceptional member service via phone, email, and other channels. The role includes authenticating members, performing account maintenance, and resolving inquiries while following privacy, policies, and regulations.

Remote work eligibility after 90+ days is available for Washington residents. The team aims to exceed productivity and quality expectations, with ongoing training and opportunities to recommend credit union

Qualifications

• Minimum of a high school diploma or equivalent.
• Minimum of one (1) year of experience in customer service or related roles.
• Proficient with Microsoft Office and standard office equipment; familiarity with call center programs.

Responsibilities

• Provide exceptional service to promote deep member relationships.
• Authenticate members, document interactions, and perform authorized account maintenance via multiple channels.
• Meet or exceed productivity, quality, and member-satisfaction targets.
• Research and resolve problems with urgency under leadership guidance.
• Take ownership of member concerns and provide prompt follow-up/resolution.
• Identify opportunities to offer relevant products and services and generate referrals.

Skills

Customer service

Microsoft Office

Call center software

Online systems

Communication skills

Teamwork

Adaptability

Education

High school diploma

Tools

Microsoft Office

Call center programs

Job description

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.

Get to know us: About - Gesa Credit Union

We are in search of Member Contact Center Representatives to join our Credit Union, after 90+ days this position is eligible to work from home remotely. Candidates must reside in Washington to be eligible for remote work. Gesa also offers call center representatives competitive pay and monthly incentives.

Role Summary

The Member Contact Center Representative delivers exceptional service to members by providing clear, professional communication, resolving inquiries, and building trusted relationships through phone, email, and other supported service channels. This role authenticates members, performs authorized account maintenance, accurately documents interactions, and takes ownership of member concerns through timely follow-up and escalation. The representative proactively identifies member needs, recommends relevant products and services, and uses available tools, resources, and sound judgment to resolve complex inquiries while adhering to credit union policies, procedures, privacy requirements, regulations, and fraud-prevention practices. Success requires empathy, curiosity, adaptability, teamwork, continuous learning, and consistent achievement of productivity, quality, schedule adherence, and member satisfaction expectations.

What You Will Be Doing

• Provide exceptional service to promote deep and lasting member relationships
• Answer general inquiries, authenticates members, documents interactions accurately, and perform authorized account maintenance through phone, email, and other supported service channels.
• Meet or exceed established expectations for productivity, quality, schedule adherence, and member satisfaction
• Research and resolve problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency
• Take ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution
• Identify opportunities to offer relevant credit union products, promotions, and services and generate appropriate referrals that deepen member relationships
• Maintain current knowledge of credit union products, services, policies, procedures, regulations, privacy requirements, and fraud-prevention practices
• Communicate clearly, professionally, and accurately with members and team members through supported service channels
• Perform other duties as assigned

About You

• Ability to organize and prioritize multiple tasks
• Resolves requests with a sense of urgency and escalates issues promptly when additional support or authorization is needed
• 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

Qualifications

What You Will Need

• Minimum of a high school diploma or equivalent
• Minimum of one (1) year of experience in customer service, financial services, retail, contact center, or professional administrative support roles
• Some travel may be required to complete training or fulfill duties
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired
• Familiarity and comfort with online systems and other technology

Our Team Member Value Proposition

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• 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

Salary Range

Richland, WA: $17.13-$25.99

Spokane, WA: $17.13-$25.99

Lynnwood, WA: $17.13-$29.53

While the full earning scale is listed above, Gesa starts our team members at $20.00/hour for this position.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at [phone] or [e-mail] to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)