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At Greater Nevada, our passion is helping more people Live Greater, including our members, communities, and each other.

With pride, we strive to make a difference in the lives of our members and the communities they live in through financial inclusion, education, and empowerment. Why? Simply because we believe that together, we Live Greater.

To do this, we practice C.A.R.E. with our Values

• WeCare Genuinely.
• We build relationships because we know that we areGreater Together.
• WeStay Trustworthyas we serve our communities.
• "Be Bright"rings in our ears as we find custom solutions that meet our members' needs.
• WeInspire One Another, our members, and our communities to re-imagine whatLiving Greater can be.
• In every moment, weEnjoy the Experience. It's what has made the last 70 years greater and what we carry into the future as we continue to serve.

These values have guided us to become the largest Nevada-based credit union to touch the lives of more than88,500members and thousands upon thousands of people through our community and philanthropic work.

If you're enthusiastic, collaborative, and ready to make an impact, we'd love to meet you!

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.

What You'll Be Doing

• 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.

Qualifications

• 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.

Skills & Competencies

• Ensures Accountability
• Drives engagement
• Builds effective teams
• Demonstrates self-awareness
• Decision Making/Problem-solving skills
• 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.

Location and Travel Requirements

The Member Resource Center Supervisor position can be located at our Reno Operations Center location

9790 Gateway Drive

Reno, Nevada 89521 United States

Compensation & Benefits

• $45,000.00 - $62,500.00 per year
• Compensation is dependent on experience
• 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

Greater Nevada is an Equal Opportunity Employer

Employment at Greater Nevada 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.