Member Resource Center Supervisor

MEMBER RESOURCE CENTER SUPERVISOR# MEMBER RESOURCE CENTER SUPERVISOR RENO OPERATIONS CENTER (ROC) - Reno, NV 89521## Overview Position Type Full Time Category Member  Services## Description At Greater Nevada, our passion is helping more people Live Greater, including our members, communities, and each other.

With pride, we strive to make a difference in the lives of our members and the communities they live in through financial inclusion, education, and empowerment. Why? Simply because we believe that together, we Live Greater.

To do this, we practice C.A.R.E. with our Values
* We
** Care Genuinely**.
* We build relationships because we know that we are
** Greater Together**.
* We
** Stay Trustworthy
** as we serve our communities.* **"Be Bright"
** rings in our ears as we find custom solutions that meet our members' needs.
* We
** Inspire One Another**, our members, and our communities to re-imagine what Living Greater can be.
* In every moment, we
** Enjoy the Experience**. It's what has made the last 70 years greater and what we carry into the future as we continue to serve.

These values have guided us to become the largest Nevada-based credit union to touch the lives of more than
** 88,500
** members and thousands upon thousands of people through our community and philanthropic work.

If you’re enthusiastic, collaborative, and ready to make an impact, we’d love to meet you!--
- ** About The Position
** The Member Resource Center Supervisor is responsible for coaching and supervising MRC operations to optimize efficiency and deliver exceptional member service in support of the Member Resource Center Manager and achievement of department and organizational goals.
** What You'll Be Doing
*** Develop team members through coaching, feedback, and training initiatives for all member channels within the MRC to provide exceptional delivery of service, being solutions-oriented educating members on self-service options while deepening relationships, and keeping professional interactions within Greater Nevada departments, both written and verbal.
* Assist the Member Resource Center Manager in ensuring that production goals are met for the Digital Service Team. This includes reporting transactions and maintenance of Interactive Teller Machines, observing sessions in all channels of communication including online account opening to ensure proper quality, and compliance standards are met.
* Address member inquiries, concerns, and complaints promptly and effectively, striving to exceed their expectations.
* Ensure the safety and security of the staff by conducting safety training and following established safety procedures as outlined in the security manual and C.A.R.E. guide.
* Engage in regular evaluation of incoming and outgoing call strategies, call center reports, and all related electronic communication.
* Regular communication with the 3rd party call center for updates to scripting, alerts, promotional mail, or updates to compliance disclosures.
* Collaborate with other departments for process improvements and share best practices.
* Identify fraud and take action when verifying high-risk transactions like wires and Zelle and provide the next steps to members.
* Regularly review and write new procedures to ensure representatives have the most up-to-date tools to do their jobs efficiently and effectively while maintaining compliance.
* Adhere to the Bank Secrecy Act by implementing appropriate procedures and fulfilling reporting requirements in accordance with regulatory standards.

--
- ** Qualifications
* ** 2–5 years of customer service in a retail environment or call center experience, financial industry customer service preferred.
* 2+ years of formal leadership experience (supervising teams, managing projects,…