Member Resource Center Leader - Customer Service & Coaching

Greater Nevada Credit Union; Reno (NV); On-site; USD 45,000 - 62,500; Full time

Benefits offered by this job

Medical, dental, and vision plans

Health Savings Account contributions

Paid time off

12 annual paid holidays

Sabbatical leave after seven years

Volunteer time off

Employee product and service discounts

Job summary

Greater Nevada Credit Union is seeking a full-time Member Resource Center Supervisor to coach and lead the MRC, optimizing efficiency and delivering exceptional member service in support of the MRC Manager and department goals.

You will develop and coach team members across member channels, monitor performance, and ensure safety, compliance, and high-quality customer interactions. This role requires 2–5 years of service experience and 2+ years of leadership experience.

Qualifications

• 2–5 years of customer service in a retail environment or call center.
• 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.

Responsibilities

• 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, including reporting transactions and maintenance of Interactive Teller Machines, and observing sessions across channels.
• 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 CARE guide.
• Engage in regular evaluation of incoming and outgoing call strategies, call center reports, and related electronic communications.
• Regular communication with the 3rd party call center for updates to scripting, alerts, and 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 next steps to members.
• Regularly review and write new procedures to ensure representatives have up-to-date tools to perform their jobs efficiently and compliantly.

Skills

Accountability

Engagement

Team building

Decision making

Problem solving

Technological savv y

Education

High School Diploma

College degree preferred

Job description

Greater Nevada Credit Union is seeking a full-time Member Resource Center Supervisor to coach and lead the MRC, optimizing efficiency and delivering exceptional member service in support of the MRC Manager and department goals.

You will develop and coach team members across member channels, monitor performance, and ensure safety, compliance, and high-quality customer interactions. This role requires 2–5 years of service experience and 2+ years of leadership experience.