Lead Member Contact Center Representative

Take a leap and join our team! At Gesa, we believe in the power of our people. We offer competitive pay, medical, dental, vision, and life insurance, 20 days/year of Paid Time Off, 401(k) match, and more.

Requirements

• Promotes strong and lasting relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence)
• Shares the features and benefits of the Credit Union products, services, and generates referrals
• Maintains an industry average or higher in net promoter scores
• Takes ownership of member concerns and provides prompt follow-up/resolution independently or with minimal guidance
• Meets/exceeds individual key performance indicators (KPIs) expectations
• Aids members and peers with complex inquiries and escalates concerns timely
• Provides guidance, mentoring, and coaching to Member Service Representatives to improve performance and knowledge base
• Provides on the job training and acts as a resource for peers with procedural questions
• Resolves complex problems independently with minimal guidance, acts as an advocate for the member and takes ownership of a timely resolution
• Pulls and analyses data to uncover member and team member needs
• Acts as a liaison between internal departments to solve cross-functional tasks that affect the member experience
• May act as Assistant Team Leader as needed for operational tasks

Benefits

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year of Paid Time Off
• 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