Member Solutions Specialist - Contact Center

Location

Henderson, NV | United States

Job description

Credit Union 1 is Recognized as a Chicago Tribune and Las Vegas Review-Journal Top Workplace 2023

We are excited to announce that Credit Union 1 has been recognized as a Chicago Tribune and Las Vegas Review-Journal Top Place to work for the third year in a row! The Top Workplaces explore how organizations create and sustain a positive and productive work culture. A great culture is important to Credit Union 1 and our culture is made up of more than great benefits and time off.

Join the Credit Union 1 Team

If you are highly motivated, friendly, and looking for a great place to work, join the Credit Union 1 team. As an employee of Credit Union 1, you will be part of a well-established and respected credit union that offers you amazing benefits, along with both stability and the opportunity for a great career path.

Top reasons to begin a career at Credit Union 1:

• Get paid for NOT working 13 holidays each year!
• Paid Time Off (PTO) begins accruing day one of employment
• Tuition reimbursement for approved courses (after 1 year)
• Free Employee Assistance Program (EAP)
• Livongo Diabetes Management Program
• Career growth opportunities it's our philosophy to promote from within whenever possible. Credit Union 1 is committed to your success and professional development.
• Excellent benefits packages including:
  • Medical PPO insurance
  • High Deductible Health Plan (HDHP) and Health Savings Account (HSA)
  • Dental & vision insurance (employee coverage 100% company paid)
  • Life, AD&D, short and long-term disability insurance (100% company paid)
  • 401(k) retirement and profit-sharing plan
• Being part of a team providing services with the goal of improving the ongoing economic well-being of our members.
• Exclusive interest rate reduction for qualifying loan products.

The Job at a Glance

The Member Solutions Specialist provides efficient and courteous member service on all communication channels. Seeks to enhance and extend the member's financial relationship with Credit Union 1 by satisfying initial requests and inquiries. Proactively offers additional services to improve member financial well-being. Provides the member with an exceptional service experience. Acts as primary point of contact for member and assists branches in providing excellent service.

A Typical Day

• Perform transactions for members by all communication channels (phone, email, chat and mail).
• Process loan and credit card applications.
• Update loan information when applicable.
• Analyze and solve member problems and concerns.
• Answer member questions.
• Send appropriate letters and materials to members upon request.
• Direct calls to proper destination.
• Maintain 70%+ availability in contact queue.
• Maintain account data integrity.
• Cross-sell Credit Union 1 products and services.
• Acts as liaison between support areas and branches for funds transfer, research and stop pays.
• Report significant events and issues to manager for further review and action.
• Organize and file member service documents in compliance with record retention standards.
• Know and apply Credit Union 1 policies and procedures appropriately.
• Open and manually maintenance online originated accounts.
• Provide professional communication with chat and secured messaging.
• Day to day interaction with staff.
• Direct reporting interaction with Assistant Call Center Manager, Call Center Manager, and VP Member Solutions Call Center.
• Ability to handle a high volume of member calls daily.
• Communicate with car dealers, other institutions and third parties occasionally.
• Communicates with other branches frequently.
• Professional communication in the form of Chat, Secured messaging and online origination accounts.
• Perform other duties as assigned.
• Be Great. Be Engaged. Be Open. Be Nice.

What We Look For

• High School diploma or equivalent required; some college preferred.
• 1-2 years financial service or customer service experience preferred.
• Detail oriented.
• Keyboarding and computer skills.
• Good analytical and organizational skills.
• Good telephone skills, including vocal presentation.
• Excellent verbal and written communication skills.
• Able to handle a variety of duties.
• Able to work quickly and accurately.
• Professional dress and demeanor.
• Rotating shifts required, including Saturdays as scheduled.

Location: 2651 Paseo Verde Parkway Henderson, NV

Job tags

Salary

$17.66 - $22.07 per hour