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Member Contact Center Senior Rep

Nuvision Federal Credit Union

This is a Full-time position in Anchorage, AK posted April 18, 2021.

Under general supervision, is responsible for assisting the management team with day-to-day activities of the department. Responds to member inquiries and performs a variety of services for members and staff.      


  • Subject matter expert guiding other reps through the resolution process.
  • Assist with escalated calls to resolve conflict when dealing with member issues/complaints.
  • Assist with initiating and responding to members and non-members request via the telephone and internet on all products and services.
  • Assist in educating members on all products and services offered by Nuvision Federal Credit Union and its partners.
  • Assists with processing consumer loan applications and provides status to members.
  • Assists with researching/resolving problems/questions/ perform necessary adjustments/corrections on member’s accounts, for staff and members.
  • Assist with member by opening account relationships, i.e.: Loan Applications, Certificates, IRA’s, Sub-accounts, etc.
  • Assist with Card Support Transactions, including trouble shooting card related problems, issuing plastic and overriding transaction holds.
  • Mentors new and seasoned staff.
  • Supports and participates in continuous improvement activities.
  • Represents the Credit Union in a positive and professional manner.
  • Other related duties as assigned.
  • Maintains member and other sensitive information with confidentiality.
  • Treats all co-workers and members with respect.


  • Two to three years financial institution experience or job related training is required with at least 1 year being in a contact center environment.
  • Comprehensive knowledge of products and services.
  • Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.
  • Strong interpersonal and consulting skills. 
  • Excellent written and verbal communication skills
  • Must be able to handle multiple priorities.
  • Must be able to deal with constant interruptions.
  • Must be able to handle difficult/irate escalated calls.
  • Must have excellent hearing in order to respond to caller’s requests.
  • Must have the ability to deal with a constant influx of telephone calls.
  • Position requires the ability to interface with people in a positive manner.
  • Must be able to communicate effectively with members, management, and co-workers.
  • Must have aptitude from problem solving.
  • Strong proficiency with PC and Microsoft applications such as Outlook, Word and Excel

Education: High School or Equivalent



  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Flexible Spending Account
  • 401(k) Matching
  • Paid Time Off
  • Training Provided
  • Tuition Reimbursement

Covid-19 Precaution(s):

  • Remote Interview Process (some positions vary)
  • In-Person Interview required for Front-Line Positions
  • Social Distancing and Mask Guidelines in place