MEMBER RESOURCE CENTER REPRESENTATIVE - FT30

Join Our Team!

At Greater Nevada Credit Union, a division of America First, we are committed to making a meaningful difference in the lives of our members, our communities, and one another.

Our team takes pride in serving our members while investing in the communities where we live and work. Our collaborative culture encourages innovation, professional growth, and a shared commitment to delivering exceptional member experiences.

Why Join Us?

• Make a meaningful difference in the lives of our members and communities
• Be part of a collaborative and supportive team
• Grow your career through learning and development opportunities

Work for an organization committed to helping people and communities thrive
If you're passionate about helping others, building meaningful relationships, working as part of a team, and making an impact, we'd love to meet you!

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About The Position:

Member Resource Center Representative is responsible for performing sales and service functions through telephone calls, outbound calls and electronic communication in the Member Resource Center to assist in achieving Greater Nevada goals.  

What You'll Be Doing

• Taking approximately 60-80 calls per day, representatives will greet members with a smile and a pleasant and friendly demeanor; assist members with their complex inquiries, utilizing resources with an enthusiastic willingness to help and a professional tone, providing members with options and solutions for their banking needs.  
• This includes digital banking services to help members take control of their financial well-being.  
• Cross-sell products and services to members and potential members in order to meet established business plans, scorecard strategies, and minimum standard expectations in support of member needs.
• Expand member relationships through electronic communication.
• Maintain knowledge and stay current with all Greater Nevada Credit Union products and services.  Extensive knowledge regarding loan servicing for HELOC, PLOC, and Consumer Loans.
• Applying payments for each loan or line of credit using the correct method for the member's request. Knowledge of Mortgage payment processing and understanding all rules regarding Right Now Loans.  
• De-escalate members following the Call Flow, leading with empathy and assurance, and a willingness to resolve their service concerns.   
• Follow all policies and procedures with attention to detail for quality and compliance.
• Apply appropriate procedures and reporting requirements of the Bank Secrecy Act.  Identify fraud and provide next steps to members.  

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Qualifications

• 6+ months of customer service experience (retail, hospitality, financial services, or similar)
• High School Diploma or GED required
• Previous call center experience preferred 
• Previous Financial Institution experience preferred 
• Bilingual is a plus

Skills & Competencies 

• Communicates Effectively
• Customer Focus
• Resourcefulness 
• Demonstrates self-awareness
• Solutions Oriented
• Technological Savvy 

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.

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Location and Travel Requirements

The Member Resource Center Representative position is located onsite at our Reno Operations Center.

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Compensation & Benefits

• $17.07- $23.56  per hour
• Medical, dental, vision  and supplemental medical plans
• Paid time off, including vacation and sick time
• 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 Credit Union, a division of America First, 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.