Contact Center Representative

One Nevada Credit Union; Las Vegas (NV); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Competitive pay and benefits

Growth and advancement opportunities

Supportive, team-oriented culture

Job summary

One Nevada Credit Union is seeking a Customer Service/Contact Center Representative in Las Vegas to deliver prompt, professional support to members and prospects. You will guide digital banking usage, handle lending inquiries, and refer suitable products while maintaining security and high service standards.

The role demands strong communication, sales drive, and the ability to navigate multiple systems in a fast-paced environment.

Qualifications

• Customer service experience in a financial setting is a plus.
• Ability to navigate multiple systems and troubleshoot technical issues.
• Excellent verbal and written communication skills.
• Typing speed of 35 WPM or higher.

Responsibilities

• Provide prompt, professional, and solutions-focused service to members and potential members.
• Assist with Digital Banking, Mobile App, and device-related issues, and support lending applications.
• Handle high volumes of inbound/outbound calls, chat, and email inquiries.
• Cross-sell Credit Union products and generate quality referrals.
• Process Visa card issues, disputes, and check orders; maintain confidentiality and security.
• Support training and onboarding of new Contact Center Representatives.

Skills

Customer service

Sales oriented

Tech savvy

Multi-tasking

Communication

Problem solving

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Teams

Microsoft Word

Microsoft Excel

PowerPoint

Job description

The Contact Center Representative provides prompt, professional, and solutions-focused service to Credit Union members and potential members. This role serves as a primary point of contact for complex member needs, including digital banking support, account servicing, financial transactions, lending applications, and product referrals. The ideal candidate is tech-savvy, sales-driven, member-focused, and thrives in a fast-paced contact center environment.

Technical Support (40%)

• Assist members with Digital Banking, Mobile App, and device-related issues, including account unlocks, password resets, user ID recovery, and multi-factor authentication
• Guide members through website and app navigation, upgrades, and updates
• Educate members on self-service and automated financial tools
• Review and troubleshoot Visa debit and credit card issues using FIS and Visa Assist
• Identify and escalate complex technology issues as appropriate
• Utilize multiple systems daily, including lending, retail operations, fraud, and contact center platforms
• Handle a high volume of inbound and outbound calls, chat, and e-mail inquiries
• Interview members to assess financial needs and recommend appropriate products and services
• Cross-sell Credit Union products and services and generate quality referrals
• Conduct account research, resolve issues, process non-monetary transactions, and update account records
• Process Visa card replacements, authorized users, ATM and POS limit increases
• Complete disputes, fraud claims, and check order requests
• De-escalate member concerns with professionalism and empathy
• Maintain accurate documentation of member interactions
• Support fraud prevention efforts and maintain strict confidentiality and security standards

Lending Support (25%)

• Interview members and process consumer loan, HELOC, and second mortgage applications
• Communicate loan decisions, terms, and documentation requirements accurately and timely
• Complete loan signing, funding, and follow-up
• Sell ancillary loan products such as GAP, debt cancellation, and mechanical breakdown coverage
• Process Visa Credit Card limit increases and Advance Pay Loans
• Ensure compliance with lending regulations and internal policies

Administrative & Team Support (5%)

• Assist with opening and closing procedures as needed
• Support training and onboarding of new Contact Center Representatives
• Cross-train team members and lead staff meetings when requested
• Maintain branch supplies and complete administrative duties as assigned

Qualifications

Knowledge, Skills & Abilities

• Strong understanding of financial institution products and services
• Proficiency in Microsoft Outlook, Teams, Word, Excel, and PowerPoint
• Experience navigating multiple systems and troubleshooting technical issues
• Excellent verbal, written, and interpersonal communication skills
• Ability to manage high call volumes and multitask efficiently
• Sales-driven mindset with the ability to meet or exceed monthly goals
• Strong analytical, decision-making, and problem-solving skills
• Ability to maintain schedule adherence and flexible availability
• Ability to obtain and maintain NMLS licensing
• Typing speed of at least 35 WPM
• Comfortable working in a fast-paced, performance-driven environment

Education & Experience

• High school diploma or GED required
• Minimum of 6 months' experience in a Contact Center or financial institution environment
• Experience in new accounts and consumer lending preferred
• Previous telephone sales experience is a plus
• Must successfully complete required Contact Center and $uccess training within 12 months

Why Join Us?

• Competitive pay and benefits
• Growth and advancement opportunities
• Supportive, team-oriented culture
• Opportunity to make a meaningful impact on members' financial lives