Lead Member Contact Center Representative

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members' individual stories and unique experiences are our most valuable asset. But it's how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us: About - Gesa Credit Union

Role Summary:

The Lead Member Contact Center Representative (MCCR) possess advanced, wide-ranging job knowledge, and has demonstrated the ability to manage significant responsibilities in addition to the Member Contact Center Representative I and II roles. The Lead MCCR responds to several member inquiries, acts as an advocate for the member, and communicates solutions. This position acts as a resource for other Member Service Representatives, answering questions and managing complex inquiries or escalations.

What You Will Be Doing:

• Promotes strong and lasting relationships by providing exceptional member service via all forms of member contact channels (phone, email, chat, and correspondence) including outbound channels.
• 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. Assist with overrides and high-level transactions.
• May serve as a subject matter expert for projects and identifies process improvements.
• 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.

About You:

• Demonstrates leadership skills and leads by example.
• Thinks 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.
• Utilizes tools and resources to solve complex inquiries with minimal support from leadership.
• Acts with a sense of urgency to resolve member impacting issues.
• Ability to organize, prioritize, and respond simultaneously to multiple tasks.
• Promotes and participates in a cohesive team environment.
• Fosters the Credit Union's culture with a high energy, positive attitude.
• Ability to effectively communicate ideas and information, both orally and in writing.
• Ability to train, coach and mentor across departments.