Contact Center Quality Analyst jobs in Richland, WA

Description

Take a leap and join our team!

We are currently seeking entry level candidates for a full-time Member Contact Center Representatives I positions. These roles require no prior experience however, Call Center or Banking experience is a plus. Initial training for this position is 6 weeks and requires full time availability from 9:00am-6:00pm Monday through Friday. Flexable schedules are available after the training period and work from home options are available after completion of the introductory period. 

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 Member Contact Center Representative I provides exceptional service to members via multiple channels (phone, email, and chat) and meets/exceeds established performance measurements. This position responds to several member inquiries and provides the features and benefits of the Credit Union products and services to deepen relationships all while adhering to established policies and procedures.

What You Will Be Doing:

1. Provides outstanding service to promote deep and lasting member relationships.
2. Answers general inquiries and performs account maintenance via phone or email channels.
3. Meets/exceeds key critical metrics.
4. Researches and resolves problems under the mentorship of the MCC Supervisor or MCCR Lead with a sense of urgency.
5. Takes ownership of member concerns, sets the expectations, and provides timely follow-up/resolution.
6. Sees opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships.
7. Maintains knowledge of credit union policies, procedures, and regulations.
8. Performs other duties as assigned.

About You:

1. Ability to organize and prioritize multiple tasks.
2. Resolves requests with a sense of urgency and escalates timely.
3. Promotes and participates in a cohesive team environment.
4. Effectively communicates ideas and information, both verbally and in writing.
5. Takes ownership and acts proactively to solve member concerns.
6. Utilizes tools and resources to solve sophisticated inquiries.
7. Creatively thinks in an unexpected way to resolve member concerns while adhering to policies and regulations.
8. Analyzes information and recommends achievable operational improvements.
9. Excellent customer service and communication skills.
10. Member-centric with a friendly, professional demeanor.

Qualifications

What You Will Need:

1. Minimum of a high school diploma; some college course work preferred; degree highly desirable.
2. 1 year experience in a contact center environment.
3. 1 years in a credit union or financial institution.
4. Some travel may be required to complete training or fulfill duties.
5. Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
6. Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
7. Familiarity and comfort with online systems and other technology.

Our Team Member Value Proposition: 

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• 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

Salary Range:

$18.50 - $23.72

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment drug screen which includes screening for all drugs considered illegal or controlled by the State(s) in which the candidate will perform work, as well as, a credit/background check and a skills assessment.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)