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.
Requirements
- 1+ year of customer service experience required
- 1+ year of banking and call center experience or the equivalent
- Demonstrated ability in written communication
Nice To Haves
- Bilingual is a plus
Responsibilities
- 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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
