Member Experience Coach & Nesting Support

Global Credit Union; Spokane (WA); On-site; USD 57,000 - 90,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

HSA and FSA options

401(k) with 5% match

Employee Assistance Program

Life and disability coverage

Paid time off and holidays

Tuition reimbursement

Employee leave programs

Job summary

Global Credit Union in Spokane, WA seeks a Member Service Officer to support all MSC queues and assist in nesting new hires, delivering prompt, professional, and courteous member service while recommending financial products to meet member needs.

The role emphasizes coaching and supporting new hires during onboarding and addressing member escalations, with a focus on improving service quality and introducing innovative call center approaches.

Qualifications

• High school graduate or equivalent required.
• Excellent communication and interpersonal skills are essential.
• Ability to coach and manage personnel and support nestees.

Responsibilities

• Support all MSC queues and resolve member interactions, escalations, and complex requests.
• Maintain knowledge of credit union services, policies, and MSC functions.
• Provide prompt, professional, knowledgeable, and courteous member service.
• Actively participate in the Nesting Program supporting new hires during onboarding (day 15–90).
• Deliver real-time quality support to specialists during nesting, addressing escalations and misdirected calls.
• Lead member recovery support activities related to complaint management.

Skills

Passion for helping people

Strong communication

Personnel management

Open-ended questioning

Problem solving

Relationship building

Education

High school graduate or equivalent

Job description

Global Credit Union in Spokane, WA seeks a Member Service Officer to support all MSC queues and assist in nesting new hires, delivering prompt, professional, and courteous member service while recommending financial products to meet member needs.

The role emphasizes coaching and supporting new hires during onboarding and addressing member escalations, with a focus on improving service quality and introducing innovative call center approaches.