Member Experience Specialist I (Contact Center)

Nuvision Federal Credit Union; Texas; Remote; USD 23,000 - 35,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401(k) Matching

Paid Time Off

Training Provided

Tuition Reimbursement

Job summary

Nuvision Federal Credit Union is seeking a Member Contact Center Representative I to deliver exemplary service across phone, email, and web channels. You will process deposits, withdrawals, and transactions, provide basic online banking support, and assist with cross-sell opportunities while maintaining confidentiality and a courteous demeanor.

The role emphasizes member experience, adherence to schedule, and collaboration with colleagues to uphold Nuvision’s core values and service standards.

Qualifications

• 1 year retail experience with a proven track record in meeting and/or exceeding service and sales goals.
• Basic understanding of financial products and services
• Professional verbal skills and etiquette
• Competent computer knowledge and proficiency in Microsoft applications (Word, Outlook and Excel), remote signing and ability to work and operate a webcam
• Excellent follow up
• Strong interpersonal skills with the ability to effectively listen, understand, and anticipate member needs
• Excellent Written skills (Email) – Grammar and Spelling
• Member service and organizational skills
• Work well with other departments – Team player
• Genuine interest in helping members through Conversations that Matter and have an empathetic and caring nature
• Willingness to make a difference
• Personable and professional

Responsibilities

• Providing efficient and timely service to the membership via phone, mail, facsimile, as applicable.
• Provides basic member service transactions, with quality and accuracy.
• Consults with members.
• Identifies needs, offers solutions, and follows up on any pending transactions.
• Holds conversations that matter with members either in person or over the phone.
• Recommends other products and services such as ancillary products as appropriate from having conversations that matter with members.
• Performs various duties including but not limited to: Opening all new Member Accounts; Savings, Checking, Money Market, Trust, Certificates, and IRA. Completes all appropriate forms such as Account Cards, Certificate Application and Agreement, Trust Application and Agreement, and Certificate of Trust.
• Recommends other products and services as appropriate from having conversations that matter with members.
• Performs a wide variety of account maintenance including but not limited to changes of address, name changes, adding/updating account set up, adding/updating joint owners, adding/updating beneficiaries, closing accounts, processing deceased accounts and notary services.
• Identifies and reports any suspicious behavior or suspected fraud activity.
• Completes all required training and compliance modules.
• Treats all co-workers and members with respect.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Maintains member and other sensitive information with confidentiality.
• Other related duties as assigned.

Skills

Retail experience

Customer service

Financial products knowledge

Verbal skills

Interpersonal skills

Attention to detail

Written communication

Discretion/confidentiality

Education

High School Diploma or equivalent

Tools

Microsoft Office (Word, Outlook, Excel)

Remote signing

Webcam usage

Job description

Nuvision Federal Credit Union is seeking a Member Contact Center Representative I to deliver exemplary service across phone, email, and web channels. You will process deposits, withdrawals, and transactions, provide basic online banking support, and assist with cross-sell opportunities while maintaining confidentiality and a courteous demeanor.

The role emphasizes member experience, adherence to schedule, and collaboration with colleagues to uphold Nuvision’s core values and service standards.