Member Experience Specialist - Financial Services

Gesa Credit Union; Lynnwood (WA); On-site; USD 28,000 - 47,000; Full time

Benefits offered by this job

Competitive Pay

Dental and Vision Insurance

Paid Time Off

401(k) Match

Tuition Assistance

Commuter Benefits

Volunteer Time Off

Product discounts

Engaging Work Environment

Rewards and Recognition

Job summary

Gesa Credit Union is seeking a Member Contact Center Specialist to serve our members through phone, email, chat and written correspondence with empathy and accuracy.

You will resolve disputes, answer questions, and educate members on digital and self-service options while deepening relationships and meeting staffing and quality standards across multiple channels at our Lynnwood location.

Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum 2 years in a contact center with increasing responsibilities.
• Minimum 2 years in a Credit Union or Financial institution.
• Met or exceeded expectations of the MCCR I role.
• Proficient with Microsoft Office and standard office equipment; familiarity with call center programs.
• Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
• Some travel may be required for training or duties.
• Familiarity with online systems and other technology.
• Strong communication and problem-solving skills.

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.
• Resolve problems and follow up to ensure timely resolution; handle complex inquiries.
• Maintain knowledge of financial products, services, policies and procedures.
• Educate members on digital and self-service options and offer product referrals.
• Meet or exceed individual KPIs and quality scores.
• Take ownership of member concerns and escalate when needed.
• Support daily operations including transactions, online banking, and lending.
• Provide on-the-job training and assist peers.
• Collaborate to deepen member relationships and resolve issues promptly.

Skills

Customer service

Communication

Multitasking

Teamwork

Tech-savvy

Education

High school diploma

Some college coursework

Tools

Microsoft Office

Call center software

Job description

Gesa Credit Union is seeking a Member Contact Center Specialist to serve our members through phone, email, chat and written correspondence with empathy and accuracy.

You will resolve disputes, answer questions, and educate members on digital and self-service options while deepening relationships and meeting staffing and quality standards across multiple channels at our Lynnwood location.