Gesa Credit Union
Lead Member Contact Center Representative
Gesa Credit Union, Spokane, Washington, United States, 99254
Lead Member Contact Center Representative
Join us at
Gesa Credit Union
as a Lead Member Contact Center Representative. This role leads advanced member service interactions, supports MCCR I and II teams, and serves as a subject‑matter expert.
Role Summary The Lead MCCR responds to member inquiries across all contact channels (phone, email, chat, and correspondence), advocates for members, and resolves complex issues. The position also provides coaching and guidance to other representatives and is a resource for project work and process improvement.
What You Will Be Doing
Promote strong and lasting relationships by providing exceptional member service via all member contact channels, including outbound channels.
Share the features and benefits of Credit Union products, services, and generate referrals.
Maintain an industry-average or higher net promoter score.
Take ownership of member concerns and provide prompt follow‑up or resolution independently or with minimal guidance.
Meet or exceed individual key performance indicators (KPIs).
Assist members and peers with complex inquiries and escalations, and perform overrides and high‑level transactions.
Serve as a subject‑matter expert for projects and identify process improvements.
Provide guidance, mentoring, and coaching to Member Service Representatives to improve performance and knowledge base.
Offer on‑the‑job training and act as a resource for peers with procedural questions.
Pull and analyze data to uncover member and team member needs.
Act as a liaison between internal departments to solve cross‑functional tasks that affect the member experience.
Act as Assistant Team Leader as needed for operational tasks.
About You
Demonstrate leadership skills and lead by example.
Think creatively to resolve member concerns while adhering to policies and regulations.
Proven ability to multi‑task, handle a wide range of assignments, and work with a sense of urgency.
Member‑centric with a friendly, professional demeanor.
Utilize tools and resources to solve complex inquiries with minimal support from leadership.
Act with urgency to resolve member‑impacting issues.
Organize, prioritize, and respond simultaneously to multiple tasks.
Promote and participate in a cohesive team environment.
Foster the Credit Union's culture with a high energy, positive attitude.
Communicate ideas and information effectively, both orally and in writing.
Train, coach, and mentor across departments.
What You Will Need
Minimum of a high school diploma; some college coursework preferred; degree highly desirable.
Minimum of two (2) years in a contact center environment with increasing levels of responsibility.
Minimum of two (2) years in a Credit Union or Financial institution.
Met or exceeded expectations of the MCCR I and II roles.
Proficiency with Microsoft Office software and standard office equipment; proficiency with call‑center programs desired.
Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Some travel may be required to complete training or fulfill duties.
Familiarity and comfort with online systems and other technology.
Display and maintain courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Our Team Member Value Proposition
Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year 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
Full Salary Range Richland, WA: $19.84‑$33.07 Spokane, WA: $19.84‑$33.07 Lynnwood, WA: $22.54‑$37.57
Additional Information Gesa Credit Union is an Equal Opportunity Employer. We provide accommodations for individuals with disabilities. Selected candidates must pass a pre‑employment credit/background check. For accommodations, contact the HR Department at (509) 378‑3100 or hrmail@gesa.com.
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Gesa Credit Union
as a Lead Member Contact Center Representative. This role leads advanced member service interactions, supports MCCR I and II teams, and serves as a subject‑matter expert.
Role Summary The Lead MCCR responds to member inquiries across all contact channels (phone, email, chat, and correspondence), advocates for members, and resolves complex issues. The position also provides coaching and guidance to other representatives and is a resource for project work and process improvement.
What You Will Be Doing
Promote strong and lasting relationships by providing exceptional member service via all member contact channels, including outbound channels.
Share the features and benefits of Credit Union products, services, and generate referrals.
Maintain an industry-average or higher net promoter score.
Take ownership of member concerns and provide prompt follow‑up or resolution independently or with minimal guidance.
Meet or exceed individual key performance indicators (KPIs).
Assist members and peers with complex inquiries and escalations, and perform overrides and high‑level transactions.
Serve as a subject‑matter expert for projects and identify process improvements.
Provide guidance, mentoring, and coaching to Member Service Representatives to improve performance and knowledge base.
Offer on‑the‑job training and act as a resource for peers with procedural questions.
Pull and analyze data to uncover member and team member needs.
Act as a liaison between internal departments to solve cross‑functional tasks that affect the member experience.
Act as Assistant Team Leader as needed for operational tasks.
About You
Demonstrate leadership skills and lead by example.
Think creatively to resolve member concerns while adhering to policies and regulations.
Proven ability to multi‑task, handle a wide range of assignments, and work with a sense of urgency.
Member‑centric with a friendly, professional demeanor.
Utilize tools and resources to solve complex inquiries with minimal support from leadership.
Act with urgency to resolve member‑impacting issues.
Organize, prioritize, and respond simultaneously to multiple tasks.
Promote and participate in a cohesive team environment.
Foster the Credit Union's culture with a high energy, positive attitude.
Communicate ideas and information effectively, both orally and in writing.
Train, coach, and mentor across departments.
What You Will Need
Minimum of a high school diploma; some college coursework preferred; degree highly desirable.
Minimum of two (2) years in a contact center environment with increasing levels of responsibility.
Minimum of two (2) years in a Credit Union or Financial institution.
Met or exceeded expectations of the MCCR I and II roles.
Proficiency with Microsoft Office software and standard office equipment; proficiency with call‑center programs desired.
Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Some travel may be required to complete training or fulfill duties.
Familiarity and comfort with online systems and other technology.
Display and maintain courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Our Team Member Value Proposition
Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year 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
Full Salary Range Richland, WA: $19.84‑$33.07 Spokane, WA: $19.84‑$33.07 Lynnwood, WA: $22.54‑$37.57
Additional Information Gesa Credit Union is an Equal Opportunity Employer. We provide accommodations for individuals with disabilities. Selected candidates must pass a pre‑employment credit/background check. For accommodations, contact the HR Department at (509) 378‑3100 or hrmail@gesa.com.
#J-18808-Ljbffr