Job Description
We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!
Sign-on bonus available for external applicants! Contact us today to learn more!
The primary role of the Member Contact Center Rep II is to provide exemplary service to Credit Union via all manners and methods of contact, including but not limited to: phones, e-mail, web channels, mail, and facsimile. Under minimal supervision, the MCC Rep II performs a wide variety of duties related to member service such as processing deposits and withdrawals, reviewing account information and credit/card transactions, processing loan payments, providing basic online banking support, etc. This position supports all of the Credit Union depository and lending products and works to achieve cross-sell goals established by the Credit Union.
The representatives are generally on the phone in a queue the entire day and responsible for adhering to their assigned schedule to ensure member service standards are met and exceeded. This role’s focus is the member experience and is expected to represent Nuvision Credit Union in a positive and professional manner at all times, showing mutual respect while working with and collaborating with others to build strong relationships internally within the organization and externally with our members. This means supporting the Credit Union goals and Core Values. They must maintain confidentiality with member information, pay attention to detail, ensure accuracy, demonstrate sound judgment, and act with tact and diplomacy.
Responsibilities:
- Consults with members.
- Identifies needs, offers solutions, and follows up on any pending transactions.
- Holds conversations that matter with members either in person, over the phone, or through written communication.
- Responsible for providing efficient and timely service to the membership via phone, web channels, e-mail, mail, facsimile, and in person as applicable.
- Provides basic member service transactions, with quality and accuracy.
- Responsible for providing efficient and timely service to the membership via written communications channels (i.e. chat, secure home banking messages, email, etc.) as applicable.
- Recommends other products and services such as ancillary products as appropriate from having conversations that matter with members.
- Performs various duties including but not limited to: Opening all new Member Accounts; Savings, Checking, Money Market, Trust, Certificates, and IRA.
- Completes all appropriate forms such as Account Cards, Certificate Application and Agreement, Trust Application and Agreement, and Certificate of Trust.
- Recommends other products and services as appropriate from having conversations that matter with members.
- Performs a wide variety of account maintenance including but not limited to: changes of address, name changes, adding/updating account set up, adding/updating joint owners, adding/updating beneficiaries, closing accounts, processing deceased accounts and notary services.
- Identifies and reports any suspicious behavior or suspected fraud activity.
- Completes all required training and compliance modules.
- Treats all co-workers and members with respect.
- Supports and participates in continuous improvement activities.
- Represents the Credit Union in a positive and professional manner.
- Maintains member and other sensitive information with confidentiality.
- Other related duties as assigned.
Qualifications:
- 2-year retail customer service experience, ton include at least 1-year financial institution experience with a proven track record in meeting and or exceeding service and sales goals.
- 3 years related experience with a proven track record in meeting and or exceeding service and sales goals preferred.
- Solid knowledge of deposit, loan and ancillary products/services (Trust, IRA, certificates, loans, etc.).
- Working knowledge of applicable law, regulations, compliance practices and Credit Union procedures.
- Strong phone skills including professional verbal skills and etiquette.
- Solid computer knowledge and proficiency in Microsoft applications (Word, Outlook and Excel), remote signing and ability to work and operate a webcam.
- Excellent follow up and Strong interpersonal skills with the ability to effectively listen, understand, and anticipate member needs.
- Excellent Written skills (Email) – Grammar and Spelling
- Member service and organizational skills
- Work well with other departments – Team player
- Genuine interest in helping members through Conversations that Matter and have an empathetic and caring nature.
- Willingness to make a difference
- Personable and professional demeanor at all times.
- Home banking and Technical skills preferred
Education:
- High School or Equivalent
- Successful completion of all compliance related coursework
- Bi-lingual preferred
Pay scale by applicable geographic location:
- Alaska: $20.42 - $30.63
- Arizona: $17.85 - $26.78
- Florida: $17.00 - $25.50
- Nevada: $18.28 - $27.41
- Texas: $17.17 - $25.76
- Washington: $20.83 - $31.24
- Wyoming: $17.26 - $25.88
The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, job related training/education, etc.
California Employee Privacy Notice:
https://nuvisionfederal.com/disclosures/ccpa/
Benefits:
- Medical
- Dental
- Vision
- Life Insurance
- Flexible Spending Account
- 401(k) Matching
- Paid Time Off
- Training Provided
- Tuition Reimbursement
Job Details
Job Function
Direct
Pay Type
Hourly
Employment Indicator
Growth
Education Level
High School
Travel Required
No
Telecommute Percentage
100
