Member Experience Advocate

Gesa Credit Union; Richland (WA); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Dental and Vision Insurance

8 PTO days + 10 holidays

401(k) Match

Tuition Assistance

Commuter Benefits

Volunteer time off

Product discounts

Engaging work environment

Job summary

Gesa Credit Union in Richland, WA seeks a Member Contact Center Specialist to connect with members via phone, email, chat, and other channels, delivering empathetic and knowledgeable service.

You will troubleshoot issues, educate members on digital banking options, process transactions, and deepen relationships through thoughtful product recommendations while upholding Credit Union policies and performance standards.

Qualifications

• Two years in a contact center environment.
• Two years in a Credit Union or financial institution.
• High school diploma; some college preferred; degree desirable.
• Proficient with Microsoft Office and call center programs.
• Willingness to travel for training.

Responsibilities

• Provide exceptional member service via phone, email, chat, and other channels.
• Assist members with disputes around debit/credit cards and fraud.
• Solve problems and follow up for timely resolutions.
• Maintain knowledge of credit union products and policies.
• Generate referrals by explaining features and benefits.
• Meet and exceed KPIs and member satisfaction scores.
• Take ownership of member concerns with minimal guidance.
• Handle daily operations including transactions and online banking support.

Skills

Customer service

Communication

Microsoft Office

Travel flexibility

Education

High school diploma

Some college coursework

Tools

Call center software

Job description

Gesa Credit Union in Richland, WA seeks a Member Contact Center Specialist to connect with members via phone, email, chat, and other channels, delivering empathetic and knowledgeable service.

You will troubleshoot issues, educate members on digital banking options, process transactions, and deepen relationships through thoughtful product recommendations while upholding Credit Union policies and performance standards.