SENIOR MEMBER RESOURCE CENTER REPRESENTATIVE

Description

At Greater Nevada, our passion is helping more people Live Greater, including our members, communities, and each other.  

With pride, we strive to make a difference in the lives of our members and the communities they live in through financial inclusion, education, and empowerment. Why? Simply because we believe that together, we Live Greater. 

To do this, we practice C.A.R.E. with our Values

• We Care Genuinely.
• We build relationships because we know that we are Greater Together.
• We Stay Trustworthy as we serve our communities.
• "Be Bright" rings in our ears as we find custom solutions that meet our members' needs.
• We Inspire One Another, our members, and our communities to re-imagine what Living Greater can be.
• In every moment, we Enjoy the Experience. It's what has made the last 70 years greater and what we carry into the future as we continue to serve.

These values have guided us to become the largest Nevada-based credit union to touch the lives of more than 88,500 members and thousands upon thousands of people through our community and philanthropic work.

If you’re enthusiastic, collaborative, and ready to make an impact, we’d love to meet you! 

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.

Location and Travel Requirements

The Member Resource Center Representative position can be located at our Reno Operations Center location

9790 Gateway Drive 

Reno, Nevada 89521 United States

Compensation & Benefits

• $38,000.00 - $54,000.00 per year
• Compensation is dependent on experience
• Medical, dental, and vision plans, where we cover 90% of employee costs and about 75% of the costs for their dependents
• Health Savings Account contributions
• Supplemental insurance and life insurance plans
• Paid time off, including vacation and sick time, 12 annual paid holidays, 2 floating holidays, 1 floating wellness day and sabbatical leave after every seven years of employment
• Paid time to volunteer and make a contribution to the community
• Employee product and service discounts 

Greater Nevada is an Equal Opportunity Employer

Employment at Greater Nevada is based solely on a person's merit and qualifications directly related to professional competence. Greater Nevada prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Qualifications

Salary : $38,000 - $54,000