Virtual Solutions Specialist
Job Description
Join the Credit Union 1 Team
If you are highly motivated, friendly, and looking for a great place to work, join the Credit Union 1 team. As an employee of Credit Union 1, you will be part of a well-established and respected credit union that offers you amazing benefits, along with both stability and the opportunity for a great career path.
Top reasons to begin a career at Credit Union 1:
- Get paid for NOT working 13 holidays each year!
- Paid Time Off (PTO) begins accruing day one of employment
- Tuition reimbursement for approved courses (after 1 year)
- Free Employee Assistance Program (EAP)
- Livongo Diabetes Management Program
- Career growth opportunities it’s our philosophy to promote from within whenever possible. Credit Union 1 is committed to your success and professional development.
- Excellent benefits packages including:
- Medical PPO insurance
- High Deductible Health Plan (HDHP) and Health Savings Account (HSA)
- Dental & vision insurance (employee dental coverage 100% company paid)
- Life, AD&D, short and long-term disability insurance (100% company paid)
- 401(k) retirement and profit-sharing plan
- Being part of a team providing services with the goal of improving the ongoing economic well-being of our members.
- Exclusive interest rate reduction for qualifying loan products.
The Job at a Glance
Provides efficient and courteous member service on all communication channels. Seeks to enhance and extend the member’s financial relationship with Credit Union 1 by satisfying initial requests and inquiries. Proactively offers additional services to improve member financial well-being. Provides the member with an exceptional service experience. Acts as primary point of contact for member and assists branches in providing excellent service.
A Typical Day
- Perform transactions for members through all digital communication channels including (email, chat, SMS, and secure messages).
- Provide first contact resolution by identifying and helping solve member questions and issues in a quick and efficient manner.
- Achieve established Service Level Agreements (SLA’s) while maintaining world class member satisfaction levels.
- Fulfill member requests within established SLA timeframes.
- Encourages members’ self-reliance by educating them on digital platform usage.
- Retains members, educating them on digital channels, converting lapsed members into active members and creating stickiness with products, services, and the member experience.
- Diffuse frustrated member and ensure effective and successful complaint resolution.
- Maintain account data integrity.
- Cross-sell Credit Union 1 products and services.
- Acts as liaison between support areas and branches for funds transfer, research and stop pays.
- Report significant events and issues to manager for further review and action.
- Organize and file member service documents in compliance with record retention standards.
- Know and apply Credit Union 1 policies and procedures appropriately.
- Provide professional communication via all CU1 digital communication channels.
- Complete administrative tasks including but not limited to printing cashier checks, closing accounts, handling incoming/outgoing mail, and printing/mailing physical cards as needed.
- Support the Member Solutions team by answering phones during peak volume periods or other instances at management discretion.
- Perform other duties as assigned.
- Be Great. Be Engaged. Be Open. Be Nice.
What We Look For
- High School diploma or equivalent required; some college preferred.
- 1-2 years financial service or customer service experience preferred.
- Detail oriented.
- Keyboarding and computer skills.
- Good analytical and organizational skills.
- Ability to multitask
- Empathetic
- Excellent verbal and written communication skills.
- Able to handle a variety of duties.
- Able to work quickly and accurately.
- Professional demeanor.
- Rotating shifts required, including Saturdays as scheduled.
Location:2651 Paseo Verde Parkway, Henderson, NV