Member Contact Center Senior Rep

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    "requisitionDescription": "<div>\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/22.11.23/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/22.11.23/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\">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. &nbsp; &nbsp; &nbsp;</span></p><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\"><strong>Responsibilities:&nbsp;</strong></span></p><ul><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Subject matter expert guiding other reps through the resolution process.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assist with escalated calls to resolve conflict when dealing with member issues/complaints.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assist with initiating and responding to members and non-members request via the telephone and internet on all products and services.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assist in educating members on all products and services offered by Nuvision Federal Credit Union and its partners.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assists with processing consumer loan applications and provides status to members.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assists with researching/resolving problems/questions/ perform necessary adjustments/corrections on member&rsquo;s accounts, for staff and members.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assist with member by opening account relationships, i.e.: Loan Applications, Certificates, IRA&rsquo;s, Sub-accounts, etc.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Assist with Card Support Transactions, including trouble shooting card related problems, issuing plastic and overriding transaction holds.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Mentors new and seasoned staff.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Supports and participates in continuous improvement activities.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Represents the Credit Union in a positive and professional manner.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Maintains member and other sensitive information with confidentiality.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Treats all co-workers and members with respect.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Other related duties as assigned.</li></ul><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\"><strong>Qualifications:</strong></span></p><ul><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Two to three years financial institution experience or job related training is required with at least 1 year being in a contact center environment.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Comprehensive knowledge of products and services.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Strong interpersonal and consulting skills.&nbsp;</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Excellent written and verbal communication skills.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must be able to handle multiple priorities.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must be able to deal with constant interruptions.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must be able to handle difficult/irate escalated calls.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must have excellent hearing in order to respond to caller&rsquo;s requests.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must have the ability to deal with a constant influx of telephone calls.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Position requires the ability to interface with people in a positive manner.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must be able to communicate effectively with members, management, and co-workers.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Must have aptitude from problem solving.</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Strong proficiency with PC and Microsoft applications such as Outlook, Word and Excel</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Bi-lingual in Spanish preferred.</li></ul><p id=\"isPasted\"><span style=\"font-size: 12px; font-family: verdana, sans-serif;\"><strong>Education</strong>:&nbsp;</span></p><ul><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">High School diploma or GED</li></ul><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\"><strong>Benefits:</strong></span></p><ul><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Medical</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Dental</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Vision</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Life Insurance</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Flexible Spending Account</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">401(k) Matching</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Paid Time Off</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Training Provided</li><li style=\"font-size: 12px; font-family: verdana, sans-serif;\">Tuition Reimbursement</li></ul><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\"><strong>Covid-19 Precaution(s):</strong></span></p><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\">Remote Interview Process (some positions vary)</span></p><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\">In-Person Interview required for Front-Line Positions</span></p><p><span style=\"font-size: 12px; font-family: verdana, sans-serif;\">Social Distancing and Mask Guidelines in place</span></p>\n    </div>\n  </div>\n",
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