Virtual Member Service Associate

Description

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 Virtual Member Service Associate (VMSA) uses exceptional customer service skills to provide an engaging member experience via Gesa’s Interactive Teller Machines. VMSAs have an in-depth knowledge of our products and services, banking policies and procedures, and financial literacy to serve as a resource to our members. The VMSA actively looks for opportunities to deepen member relationships while performing teller transactions, account maintenance, and other member needs.  Virtual Member Service Associates are proactive in referring, following-up, and guiding members through their ITM experience.

What You Will Be Doing:

1. Provide exceptional member service.
2. Solve problems, take ownership of member concerns, provide prompt resolutions, and follow-up.
3. Have a core understanding of financial literacy and be able to discuss it with members.
4. Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
5. Offer appropriate products and/or services to deepen member relationships and refer to other team members as appropriate.
6. Meet or exceed established service levels, job performance, referral, and organizational goals.
7. Constantly adapt to changing priorities with a positive attitude.
8. Ensure Interactive Teller Machines are always working properly.
9. Perform transactions and service requests on member accounts in an accurate and timely manner.
10. Accurately follow all Interactive Teller procedures and balance your virtual drawer at the end of every day.
11. Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
12. Other duties and projects as assigned.

About You:

1. Professional written and verbal communication.
2. Make sound decisions that minimizes risk in a timely manner.
3. Ability to ask open-end and clarifying questions to understand member needs and deepen relationships.
4. Display professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.
5. Respect and support all areas of diversity in the workplace and our membership.
6. Complete assigned training programs in timely and accurate manner.
7. Participate in and support a team environment.

Qualifications

What You Will Need:

1. Education: High School Degree (or equivalent) required.
2. Experience:
   • At least one year of customer service experience preferred.
   • Some cash handling experience preferred.
3. Demonstrate and support credit union values and service standards.
4. Attend and engage in community events on behalf of the credit union.
5. Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
6. Demonstrate a high level of personal integrity and ethics.
7. Report for work on time and maintain a schedule of regular attendance.
8. Some travel may be required.
9. Proficient with varying levels of 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 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:

$16.28-$24.83

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 credit/background check.

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)