Member Experience & Solutions Specialist

Gesa Credit Union; Lynnwood (WA); On-site; USD 27,552 - 45,460; Full time

Benefits offered by this job

Medical Insurance

401(k) Match

Paid Time Off

Job summary

Gesa Credit Union seeks a Member Contact Center Specialist to deliver top-tier service across phone, email, chat, and written channels. You will troubleshoot, educate on digital solutions, and deepen member relationships while upholding credit union policies.

The role emphasizes empathy, proactive learning, and achieving performance metrics, with opportunities to support multiple channels and resolve complex inquiries.

Qualifications

• Minimum of a high school diploma; some college coursework preferred; degree highly desirable.
• Minimum of two years in a contact center with increasing responsibilities.
• Minimum of two years in a credit union or financial institution.

Responsibilities

• Provide exceptional member service via phone, email, chat, and other channels.
• Assist members with disputes around debit and credit cards, fraud, or other specialized functions.
• Solve problems, own member concerns, follow up with prompt resolutions.
• Demonstrate knowledge of credit union products, policies, and procedures.
• Cross-sell products and educate members on digital and self-service options.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Multitasking

Education

High school diploma

College coursework preferred

Tools

Microsoft Office

Job description

Gesa Credit Union seeks a Member Contact Center Specialist to deliver top-tier service across phone, email, chat, and written channels. You will troubleshoot, educate on digital solutions, and deepen member relationships while upholding credit union policies.

The role emphasizes empathy, proactive learning, and achieving performance metrics, with opportunities to support multiple channels and resolve complex inquiries.