MEMBER RESOURCE CENTER SUPERVISOR

GREATER NEVADA • Reno, NV

4d • $45,000 - $62,500 • Onsite

About The Position

The Member Resource Center Supervisor is responsible for coaching and supervising MRC operations to optimize efficiency and deliver exceptional member service in support of the Member Resource Center Manager and achievement of department and organizational goals.

Requirements

• 2–5 years of customer service in a retail environment or call center experience, financial industry customer service preferred.
• 2+ years of formal leadership experience (supervising teams, managing projects, or setting strategy) OR a demonstrated track record of leading cross-functional initiatives, mentoring peers, and taking initiative.
• High school diploma or equivalent required; college degree preferred.
• Ensures Accountability
• Drives engagement
• Builds effective teams
• Demonstrates self-awareness
• Decision Making/Problem-solving skills
• Technological Savvy

Responsibilities

• Develop team members through coaching, feedback, and training initiatives for all member channels within the MRC to provide exceptional delivery of service, being solutions-oriented educating members on self-service options while deepening relationships, and keeping professional interactions within Greater Nevada departments, both written and verbal.
• Assist the Member Resource Center Manager in ensuring that production goals are met for the Digital Service Team. This includes reporting transactions and maintenance of Interactive Teller Machines, observing sessions in all channels of communication including online account opening to ensure proper quality, and compliance standards are met.
• Address member inquiries, concerns, and complaints promptly and effectively, striving to exceed their expectations.
• Ensure the safety and security of the staff by conducting safety training and following established safety procedures as outlined in the security manual and C.A.R.E. guide.
• Engage in regular evaluation of incoming and outgoing call strategies, call center reports, and all related electronic communication.
• Regular communication with the 3rd party call center for updates to scripting, alerts, promotional mail, or updates to compliance disclosures.
• Collaborate with other departments for process improvements and share best practices.
• Identify fraud and take action when verifying high-risk transactions like wires and Zelle and provide the next steps to members.
• Regularly review and write new procedures to ensure representatives have the most up-to-date tools to do their jobs efficiently and effectively while maintaining compliance.
• Adhere to the Bank Secrecy Act by implementing appropriate procedures and fulfilling reporting requirements in accordance with regulatory standards.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree