Member Experience Specialist - Call Center

Great NorthWest Federal Credit Union; Aberdeen (WA); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Referral program

Vision insurance

Job summary

Great NorthWest Federal Credit Union is seeking a Call Center Member Service Representative to liaise with current and prospective members. You will resolve inquiries, process transactions, and upsell services while maintaining high member satisfaction.

The role reports to the Call Center Supervisor and Lead, with ongoing training and performance goals in a fast-paced office setting. Prior customer service and sales experience is preferred; bilingual skills are a plus.

Qualifications

• This is an entry level MSR1 role; pay rate depends on experience.
• High school diploma or equivalent; effective communication in public, often under stress.
• Experience in sales, customer/member service and phone etiquette.

Responsibilities

• Provide outstanding member service and satisfaction.
• Manage inbound/outbound calls, texting and chat lines promptly.
• Identify member needs, research issues, and provide solutions.
• Perform routine member transactions accurately.
• Upsell products and services when opportunities arise.
• Build relationships and go the extra mile for members.
• Keep records for follow-up calls or investigations.
• Attend trainings to improve knowledge and performance.
• Meet personal and team sales/quality goals.
• Explain CU services, accounts, policies, rates, and hours.

Skills

Member support experience

Phone & text communication

Active listening

Multi-line phone systems

Sales target achievement

Time management

Text/Video/Chat support

Education

High school diploma or equivalent

Job description

Great NorthWest Federal Credit Union is seeking a Call Center Member Service Representative to liaise with current and prospective members. You will resolve inquiries, process transactions, and upsell services while maintaining high member satisfaction.

The role reports to the Call Center Supervisor and Lead, with ongoing training and performance goals in a fast-paced office setting. Prior customer service and sales experience is preferred; bilingual skills are a plus.