Lead Member Contact Center Representative

About Us Gesa Credit Union values the diversity of its workforce and is committed to empowering our communities. Our people’s unique stories and experience are our strongest assets, and we thrive when we work together. Role Summary The Lead Member Contact Center Representative (MCCR) possesses advanced knowledge and manages significant responsibilities, building on the Member Contact Center Representative I and II roles. The Lead MCCR handles complex member inquiries, advocates for members, and serves as a resource for other Member Service Representatives, addressing escalations and providing solutions. What You Will Be Doing Promote strong relationships by providing exceptional member service across all contact channels (phone, email, chat, correspondence, and outbound). Share features and benefits of Credit Union products and services and generate referrals. Maintain an industry‑average or higher net promoter score. Takes ownership of member concerns and provides prompt follow‑up/resolution independently or with minimal guidance. Meet or exceed individual key performance indicators (KPIs). Aide members and peers with complex inquiries, escalating concerns in a timely manner and assisting with 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. Provide on‑the‑job training and act as a resource for peers on procedural questions. Resolve complex problems independently with minimal guidance, advocate for members, and ensure timely resolution. 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. May act as Assistant Team Leader for operational tasks as needed. About You Demonstrates leadership skills and leads 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 a sense of 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 high energy and a positive attitude. Communicate ideas and information effectively, both orally and in writing. Train, coach, and mentor across departments. Qualifications High school diploma; some college coursework preferred; degree highly desirable. Minimum of two (2) years in a contact center environment with increasing responsibility. Minimum of two (2) years in a Credit Union or financial institution. Met or exceeded expectations of the MCCR I and II roles. Proficient 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 for training or duty fulfillment. Familiarity and comfort with online systems and other technology. Display and maintain courtesy, tact, and diplomacy with 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: $20.00‑$33.07 Spokane, WA: $20.00‑$33.07 Lynnwood, WA: $22.54‑$37.57 Typical entry a” between the minimum and midpoint based on experience and qualifications. Equal Opportunity & Accessibility Gesa Credit Union is an Equal Opportunity Employer and strongly advocates workforce diversity. We provide reasonable accommodation for individuals with disabilities through the application or interview process. Selected candidates must pass a pre‑employment credit/background check. Gesa Credit Union reserves the right to revise or change the job description as required. This description is not all inclusive of total job responsibilities nor does it constitute an employment contract. Equal Employment Opportunity—gesa.com #J-18808-Ljbffr