SENIOR MEMBER RESOURCE CENTER REPRESENTATIVE

About The Position The Senior Member Resource Center Representative (Sr. MRCR) plays a vital role in delivering exceptional service and sales support to our members, utilizing various channels including Interactive Teller Machine/Video, Telephone, and Electronic Communication. The primary focus is on deepening member relationships and contributing to Greater Nevada Goals. Additionally, the Sr. MRCR handles complex service and sales inquiries, supporting both members and GNCU staff. This role also involves collaborating with MRC supervisors to provide valuable feedback, assist in training, and refine operational processes within the Member Resource Center. What You'll Be Doing Serve members professionally and efficiently by promptly handling teller transactions through ITM Video conferencing, telephone, and electronic support. Support member success goals and the Strategic Business Plan across multiple channels (phone, email, live chat, secure messaging, text, GNCU.org, fax) for complex sales and service requests. Assist the MRC during peak call times, responding to telephone calls or ITM sessions to enhance member experiences. Process complex and high-risk transactions and maintenance requests as authorized by GNCU staff, including providing overrides for requests exceeding specialist authority levels. Review and address member escalations and requests requiring situational analysis and sound decision-making. Develop team members through coaching, feedback, and training initiatives. Serve as a Subject Matter Expert on all GNCU products and services, providing guidance and support to both members and colleagues. Qualifications 1+ year of customer service experience required 1+ year of banking and call center experience or the equivalent Demonstrated ability in written communication Bilingual is a plus Skills & Competencies Communicates Effectively (Written and Verbal) Customer focus Resourcefulness Demonstrates Self-Awareness Technological Savvy Problem Solve / Solutions oriented Attention to detail Action Oriented Multitasker Physical Demands While performing the duties of your job, you may regularly be required to sit and use a keyboard, multiple monitors, mouse, and telephone (including repetitive motions with hands, fingers, arms, etc.) for extended periods of time. You may also frequently be required to stand, walk, and reach with hands and arms, bend, and kneel. You may occasionally be required to lift and/or move up to 20 pounds.

Salary : $38,000 - $54,000