Highlights
Assist members with Digital Banking, Mobile App, and device-related issues, including account unlocks, password resets, user ID recovery, and multi-factor authentication. This role serves as a primary point of contact for complex member needs, including digital banking support, account servicing, financial transactions, lending applications, and product referrals.
Numbers & Facts
| Location | Las Vegas, NV |
| Industry | Banking |
| Company Size | 100 to 499 employees |
| Year Founded | 1950 |
| Website | https://www.onenevada.org |
Description
The Contact Center Representative provides prompt, professional, and solutions-focused service to Credit Union members and potential members. This role serves as a primary point of contact for complex member needs, including digital banking support, account servicing, financial transactions, lending applications, and product referrals. The ideal candidate is tech-savvy, sales-driven, member-focused, and thrives in a fast-paced contact center environment.
Essential Duties & Responsibilities
Technical Support (40%)
- Assist members with Digital Banking, Mobile App, and device-related issues, including account unlocks, password resets, user ID recovery, and multi-factor authentication
- Troubleshoot mobile phones, tablets, PCs, and browser-related issues
- Guide members through website and app navigation, upgrades, and updates
- Educate members on self-service and automated financial tools
- Review and troubleshoot Visa debit and credit card issues using FIS and Visa Assist
- Identify and escalate complex technology issues as appropriate
- Utilize multiple systems daily, including lending, retail operations, fraud, and contact center platforms
Financial Services & Member Support (30%)
- Handle a high volume of inbound and outbound calls, chat, and e-mail inquiries
- Interview members to assess financial needs and recommend appropriate products and services
- Cross-sell Credit Union products and services and generate quality referrals
- Conduct account research, resolve issues, process non-monetary transactions, and update account records
- Process Visa card replacements, authorized users, ATM and POS limit increases
- Complete disputes, fraud claims, and check order requests
- De-escalate member concerns with professionalism and empathy
- Maintain accurate documentation of member interactions
- Support fraud prevention efforts and maintain strict confidentiality and security standards
Lending Support (25%)
- Interview members and process consumer loan, HELOC, and second mortgage applications
- Communicate loan decisions, terms, and documentation requirements accurately and timely
- Complete loan signing, funding, and follow-up
- Sell ancillary loan products such as GAP, debt cancellation, and mechanical breakdown coverage
- Process Visa Credit Card limit increases and Advance Pay Loans
- Ensure compliance with lending regulations and internal policies
Administrative & Team Support (5%)
- Assist with opening and closing procedures as needed
- Support training and onboarding of new Contact Center Representatives
- Cross-train team members and lead staff meetings when requested
- Maintain branch supplies and complete administrative duties as assigned
Qualifications
Knowledge, Skills & Abilities
- Strong understanding of financial institution products and services
- Proficiency in Microsoft Outlook, Teams, Word, Excel, and PowerPoint
- Experience navigating multiple systems and troubleshooting technical issues
- Excellent verbal, written, and interpersonal communication skills
- Ability to manage high call volumes and multitask efficiently
- Sales-driven mindset with the ability to meet or exceed monthly goals
- Strong analytical, decision-making, and problem-solving skills
- Ability to maintain schedule adherence and flexible availability
- Ability to obtain and maintain NMLS licensing
- Typing speed of at least 35 WPM
- Comfortable working in a fast-paced, performance-driven environment
Education & Experience
- High school diploma or GED required
- Minimum of 6 months' experience in a Contact Center or financial institution environment
- Experience in new accounts and consumer lending preferred
- Previous telephone sales experience is a plus
- Must successfully complete required Contact Center and $uccess training within 12 months
Why Join Us?
- Competitive pay and benefits
- Growth and advancement opportunities
- Supportive, team-oriented culture
- Opportunity to make a meaningful impact on members' financial lives
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
