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Digital Member Solutions Specialist

4 months ago

Henderson, United States Credit Union 1 Full time
Job DescriptionJob Description

Credit Union 1 is Recognized as a Chicago Tribune and Las Vegas Review-Journal Top Workplace 2023

We are excited to announce that Credit Union 1 has been recognized as a Chicago Tribune and Las Vegas Review-Journal Top Place to work for the third year in a row The Top Workplaces explore how organizations create and sustain a positive and productive work culture. A great culture is important to Credit Union 1 and our culture is made up of more than great benefits and time off.

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
  • PTO: Vacation, Sick and Personal time off
  • Tuition reimbursement for approved courses (after 1 year)
  • Free employee assistance 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
    • Dental & vision insurance (employee coverage 100% company paid)
    • Life, AD&D 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



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