Contact Center Quality Analyst, Sr. jobs in Nevada

Looking for a career opportunity in banking?  At One Nevada Credit Union, employees matter and we could have the perfect opportunity for you!  Our employees play a huge role in our continued success - if you join us, you’ll enjoy a full range of benefits:

 o   A diverse and dedicated team of financial services professionals

o   An extremely generous compensation and benefits package

o   A relaxed and upbeat company culture

o   Nationally recognized training and development

o   An excitingly innovative, technological and digitally driven work environment

Currently, One Nevada is looking for an energetic and enthusiastic Contact Center Representative who is responsible for promoting and providing prompt and professional service to members and potential members. Responsibilities include handling complex member issues, servicing accounts and troubleshooting mobile app/phone issues. In addition, they take inbound, outbound calls and solicitations for products and services, including: loans, new accounts, referrals, and other Credit Union products. The Contact Center Representative greets and directs members, cross-sells Credit Union products and services, educates members on the use of our ATM, mobile app and website.  This position will provide technical support by assisting members with internet, personal device, and all other cell phone issues related to our digital banking products, including account unlocking, password resetting, user ID, assists with multi-factor authentication, and other access issues. This position is responsible for answering a high volume of incoming calls and processes consumer loans, second mortgages and HELOCs using online loan processing systems.

This position requires thorough knowledge of products and services offered by One Nevada.  Knowledge of loan and member service policies and procedures, loan interviewing skills and techniques, digital banking and mobile app features and functionalities, as well as online computer systems are required. Must possess strong phone and verbal communications skills along with active listening to ensure clear retrieval and passage of information to members. Skills in navigating multiple screens and applications and adapting to new technologies, ability to troubleshoot and use online banking, mobile baking, Bill Payer, Remote Deposit Capture and technical expertise are required. Ability to analyze situations and recommend solutions, prioritize workflow, handle multiple tasks and effectively cross sell Credit Union products and services. Ability to accommodate a flexible work schedule (open availability) including evenings and Saturdays.  A high school diploma or GED equivalent, plus new accounts and lending experience, including at least six months as a Contact Center Representative or related experience in a financial institution. Previous telephone sales experience is helpful. Must complete Contact Center and success training within twelve months of position acceptance. Ability to obtain and maintain NMLS licensing.