Job Description

Sign-on bonus available for eligible external applicants! Contact us today to learn more!

The primary role of the Member Contact Center Representative I is to provide exemplary service to Credit Union via all manners and methods of contact, including but not limited to phones, e-mail, web channels, mail, and facsimile. Under general supervision, the MCC Rep I performs a wide variety of duties related to member service such as processing deposits and withdrawals, reviewing account information and credit/card transactions, processing loan payments, providing basic online banking support, etc. This position supports all of the Credit Union depository and lending products and works to achieve cross-sell goals established by the Credit Union. MCC Rep I’s are generally on the phone in a queue the entire day and responsible for adhering to their assigned schedule to ensure member service standards are met and exceeded. This role’s focus is the member experience and is expected to represent Nuvision Credit Union in a positive and professional manner at all times, showing mutual respect while working with and collaborating with others to build strong relationships internally within the organization and externally with our members. This means supporting the Credit Union goals and Core Values. They must maintain confidentiality with member information, pay attention to detail, ensure accuracy, demonstrate sound judgment, and act with tact and diplomacy. 

Responsibilities: 

• Contact Center : Oversee the day-to-day operations, including the sales and service function of our C ontact Center to ensure the achievement of credit union goals and objectives through maximizing current and potential member relationships.
• Forecast and track call volume and service impacts to optimize efficiency levels and ensure service level agreements are met.  
• Develop effective working relationships with internal partners .
• Ensure that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits .
• Adhere to all risk management guidelines and complete all required compliance training within time frame provided.  
• Direct, develop, motivate and discipline staff as required ; monitor performance, establish annual performance goals and design development and training plans for each direct report; accordingly, administers performance evaluations and recommends appropriate personnel actions .
• Develops staff through continuous learning and opportunities for growth; coaches, counsels and mentors staff to enhance service, sales, and performance results. 
• Assist the Contact Center Manager 2 with developing annual Contact Center budget including dollars designated for specialized units within the department .
• Continually monitors the financial and operational variances to established budget plan.
• Assist in managing vendor relationships and monitors invoices related to the Department to stay within budget.  
• Supports and participates in continuous improvement activities.  
• Represents the Credit Union in a positive and professional manner.
• Other related duties as assigned.  
• Maintains member and other sensitive information with confidentiality.  
• Treats all co-workers and members with respect.  

Minimum Qualifications:

• At least three years of sales and service management experience (including experience in new account opening and call center operations) 
• Experience coaching member contact employees to identify individualized sales and service opportunities and make referrals
• Comprehensive knowledge of products and services as well as a thorough understanding of the Credit Union’s member service environment and objectives  
• Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.  
• General Knowledge of computers and computer software applications with advanced proficiency in Microsoft Office (including spreadsheets, word processing and presentation software) 
• Ability to analyze and solve problems relative to member service needs  
• Ability to operate at the highest quality level of analysis   
• Ability to develop and present strategic recommendations that would benefit the organization as a whole  
• Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.  
• Demonstrated ability to identify and recruit for member service talent and skills  
• Courtesy, tact, and diplomacy are essential elements of the job . Work involves much personal contact with others inside and outside of the organization  
• Strong interpersonal and consulting skills .   
• Excellent written and verbal communication skills  
• Ability to compose and provide reports either through Excel or Prism

Preferred Qualifications:

• Financial Institution experience  
• Experience with system conversions and/or implementations  
• Understanding of member centric environments is a plus  

Education: 2-year degree or experience in related field or equivalent  

Website:  nuvisionfederal.com/careers

Benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement 

Pay scale by applicable geographic location:

• Alaska: Min $78,417.64 - Mid $98,022.05- Max $117626.46
• Arizona: Min $69,135.55 - Mid $86,419.44 -  Max $103,703.32
• Nevada: Min $70,735.91 - Mid $88,419.89 - Max $106,103.86
• Texas: Min $66,574.97 - Mid $83,218.72 - Max $99,862.46
• Washington: Min $80,338.07 - Mid $100,422.59 - Max $120,507.10
• Wyoming: Min $68,175.33 - Mid $85,219.17 - Max $102,263.00

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of applicable experience within the job, the type of years and experience within the industry, job related training/education, etc.

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