Under 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. • Maintains member and other sensitive information with confidentiality. • Treats all co-workers and members with respect. • Other related duties as assigned. 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 • Bi-lingual in Spanish preferred. Education: • High School diploma or GED Benefits: • Medical • Dental • Vision • Life Insurance • Flexible Spending Account • 401(k) Matching • Paid Time Off • Training Provided • Tuition Reimbursement Covid-19 Precaution(s): Remote Interview Process (some positions vary) In-Person Interview required for Front-Line Positions Social Distancing and Mask Guidelines in place