Highlights
This role serves as a trusted resource for members, resolving complex account and technology issues while identifying opportunities to promote Credit Union products and services. A motivated, member-focused professional who enjoys helping others, solving problems, and building relationships while meeting service and sales goals in a fast-paced contact center environment.
Numbers & Facts
| Location | Las Vegas, NV |
| Industry | Banking |
| Company Size | 100 to 499 employees |
| Year Founded | 1950 |
| Website | https://www.onenevada.org |
Description
Position Summary The Contact Center Representative delivers exceptional service to members and potential members by handling account inquiries, digital banking support, loan applications, and product recommendations. This role serves as a trusted resource for members, resolving complex account and technology issues while identifying opportunities to promote Credit Union products and services.
Key Responsibilities
- Provide outstanding service through inbound and outbound calls, email, and chat.
- Assist members with online banking, mobile app access, password resets, MFA, account unlocks, and other digital banking issues.
- Troubleshoot debit card, credit card, account-related concerns and research member inquiries.
- Educate members on digital tools, self-service options, and Credit Union products and services.
- Open new accounts, update member information, and process non-monetary account transactions.
- Interview members to identify financial needs and recommend appropriate products and solutions.
- Process consumer loan, HELOC, and second mortgage applications; communicate loan decisions and funding requirements.
- Promote and refer products including loans, credit cards, investments, insurance, GAP protection, and other financial services.
- Support fraud prevention efforts by identifying and escalating suspicious account activity.
- Maintain accurate records of all member interactions and transactions.
What We're Looking For
A motivated, member-focused professional who enjoys helping others, solving problems, and building relationships while meeting service and sales goals in a fast-paced contact center environment.
Requirements
Qualifications
- High school diploma or GED required.
- Minimum six months of contact center, member service, banking, lending, or related financial institution experience preferred.
- Strong customer service, communication, and problem-solving skills.
- Ability to troubleshoot mobile app, online banking, and digital account access issues.
- Comfortable handling a high volume of calls while navigating multiple systems.
- Sales-minded with the ability to identify member needs and make effective product recommendations.
- Proficiency with Microsoft Office and computer applications.
- Ability to obtain and maintain NMLS licensing.
- Flexible availability, including evenings and weekends.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
About Company
Our Human Resources Team
Who wouldn’t want to work for one of the Best Places to Work in America? If you want to work with a team of skilled professionals who work together as a family of financial experts, we are the employer for you. We take the lead as both an employer and as a leader in financial services. We’re even the largest federally insured credit union in the state. We offer competitive salaries, comprehensive benefits and advancement potential in a positive, supportive and professional atmosphere. Our employees play a huge role in our continued success.
Volunteer Opportunities and Community Outreach
Employee Benefits
Holidays
12 paid holidays per year!
Medical and Dental Insurance
A comprehensive health, dental and vision care plan.
Flexible Spending Account
Employees may contribute, before taxes, to a flexible spending account. This account may be used for medical expenses throughout the year.
Employee Assistance Program (EAP) – The Life Connection Program
Work-Life Balance Programs to help you manage your business life and your personal life.
Back-Up Care
One Nevada partners with Care.com who offers employees a back-up care program which provides working parents with a safety net for those days when regular arrangements fall through as well as elder care and other valuable work/life balance oriented resources and solutions.
Special Discount Offers for Employees
As one of the Best Places to Work in America, One Nevada Credit Union offers great discounts from various companies as part of our employee discount program. We offer discounts on everything from pest control services to discount entry for several amusement parks. Visit our Discounts page to learn more.
Paid Time Off
Employees, both full and part-time, accrue time off benefits based upon service time after their first six months of employment.
401(k)
Employees may contribute, on a tax deferred basis, to their 401(k) retirement program. ONCU provides a generous matching contribution too.
Life Insurance
ONCU offers full-time employees life and Accidental Death and Dismemberment Insurance in the amount of twice their annual salary at no cost to the employee.
Disability Insurance
ONCU offers short and long term disability insurance at no cost to the employee.
Tuition Reimbursement
One Nevada Credit Union offers tuition reimbursement to qualified employees to help defer and/or assist with the expense of tuition costs for courses meeting requirements of certificate, undergraduate or graduate degree programs related to current performance or planned career development.
Training and Development
One Nevada is committed to ongoing training and development opportunities available to all employees. Programs include One Nevada’s uniquely designed Proactive Leadership, Success and Business Etiquette series along with many other courses and programs that greatly enhance employee skill sets and overall abilities.
Core Values
LEADERSHIP - We value leadership at all levels of the credit union.
INTEGRITY - We will conduct ourselves in a professional and ethical manner.
SERVICE - We will provide service that is second to none.
TEAMWORK - We value effective teamwork.
Workplace Awards
