Member Contact Center Rep I - Bilingual Preferred

Gesa Credit Union is a community-focused organization that values the power of its people and their unique experiences. They are seeking a Member Contact Center Representative to provide exceptional service to members, resolve inquiries, and deepen member relationships through effective communication and problem-solving. The role requires meeting performance metrics while adhering to credit union policies and procedures.

Responsibilities

• Provides exceptional service to promote deep and lasting member relationships
• Answers general inquiries and performs account maintenance via phone or email channels
• Meets/exceeds key performance indicators (KPIs) expectations
• Researches and resolves problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency
• Takes ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution
• Identify opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships
• Maintains knowledge of credit union policies, procedures, and regulations
• Communicate effectively with members/ team members through various channels

Skills

• Minimum of a high school diploma; some college work preferred; degree highly desirable
• Minimum of one (1) year experience in a contact center environment
• Minimum of (1) year in a credit union or financial institution
• Some travel may be required to complete training or fulfill duties
• Courtesy, tact, and diplomacy with current and potential members, peers, and staff
• Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired
• Familiarity and comfort with online systems and other technology
• Spanish bilingual candidates preferred

Benefits

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
• 401(k) Match Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Company Overview