Job DescriptionUnder general supervision, is responsible for assisting the management team with day-to-day activities of the department. Responds to member inquiries and performs a variety of services for members and staff.Responsibilities: Subject matter expert guiding other reps through the resolution process. Assist with escalated calls to resolve conflict when dealing with member issues/complaints.
Assist with initiating and responding to members and non-members request via the telephone and internet on all products and services. Assist in educating members on all products and services offered by Nuvision Federal Credit Union and its partners. Assists with processing consumer loan applications and provides status to members.
Assists with researching/resolving problems/questions/ perform necessary adjustments/corrections on member's accounts, for staff and members. Assist with member by opening account relationships, i.e.: Loan Applications, Certificates, IRA's... Sub-accounts, etc.
Assist with Card Support Transactions, including trouble shooting card related problems, issuing plastic and overriding transaction holds. Mentors new and seasoned staff. 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.Qualifications: Two to three years financial institution experience or job related training is required with at least 1 year being in a contact center environment. Comprehensive knowledge of products and services. Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.
Strong interpersonal and consulting skills. Excellent written and verbal communication skills. Must be able to handle multiple priorities.
Must be able to deal with constant interruptions. Must be able to handle difficult/irate escalated calls. Must have excellent hearing in order to respond to caller's requests.
Must have the ability to deal with a constant influx of telephone calls. Position requires the ability to interface with people in a positive manner. Must be able to communicate effectively with members, management, and co-workers.
Must have aptitude from problem solving. Strong proficiency with PC and Microsoft applications such as Outlook, Word and Excel. High School Diploma or GED required
NuVision Federal Credit Union