MEMBER RESOURCE CENTER SUPERVISOR
$45,000–$62,500 year
On-siteReno, Nevada, United States
Job Summary
Coach and supervise MRC operations to optimize efficiency and deliver exceptional member service while developing team members through training initiatives. Assist the Member Resource Center Manager in meeting production goals by reporting transactions, maintaining Interactive Teller Machines, and observing sessions for quality and compliance. Address member inquiries and complaints promptly, verify high-risk transactions like wires and Zelle to identify fraud, and conduct safety training for staff. Engage in regular evaluation of call strategies and reports, communicate with third-party centers on scripting updates, and review procedures to ensure representatives have up-to-date tools. Collaborate with departments for process improvements and share best practices while adhering to the Bank Secrecy Act.
Required Qualifications
- 2–5 years of customer service in a retail environment or call center experience
- financial industry customer service
- 2+ years of formal leadership experience (supervising teams, managing projects, or setting strategy)
- a demonstrated track record of leading cross-functional initiatives, mentoring peers, and taking initiative
- High school diploma or equivalent
- You may occasionally be required to lift and/or move up to 20 pounds
Desired Qualifications
- college degree
- 2–5 years of customer service in a retail environment or call center experience, financial industry customer service preferred
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