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Call Center Representative I - 20 hours Call Center Representative II Collections Officer
Data Analyst - Information Technology (IT) Member Service Rep II

Call Center Representative I - 20 hours

20 Hours (Full time)
Mon - Fri (varied hours)
McLeod Office
4221 McLeod
Las Vegas, NV  89121

SUMMARY:

Presenting and explaining credit union products and services to members and assist them in utilizing products and services. 

Assist members in resolving account related problems. 

This position requires an ability to communicate effectively with prospective and to represent the credit union in a positive and professional manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. 

In accordance with prescribed methods and operating policies and established practice, the Call Center Representative provides one or more of the following services for members by telephone or mail

Greet and interview members to determine financial needs 

Explain features and benefits of credit union electronic services and approves applications.  (ATM/DR Card, Voice Responses, Bill Payer, PC Access, Direct Deposit, and Payroll Deduction)

Using a computer workstation, process a variety of financial transactions for members including the opening and closing of accounts, issuing checks, processing withdrawals from accounts, issuing certificates, drafts and other negotiable instruments; accurately post transactions, access account information, balance transactions, and update member account information.

Respond to member inquiry regarding the operation of accounts, access to services, resolving account discrepancies, and assisting members to make the most effective usage of services, features and benefits.

Suggest and explain appropriate deposits and investment products. 

Describe and recommend suitable insurance products and automated services. 

Direct calls to appropriate staff or departments.

Perform clerical duties such as photocopying, faxing, processing incoming and outgoing mail, and filing 

Completes various projects as assigned.

Performs such other member service functions that might be needed from time to

time, and assists others to complete tasks and work assignments.

Other duties as assigned.

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to cross-sell members to use these products and services. 

Must fully understand the factors considered in the credit qualification process, and the appropriate steps to insure compliance with applicable regulations. 

Must be competent and comfortable in the sales environment. 

Possess a cooperative and positive attitude toward members and credit union staff. 

Maintain a professional appearance and demeanor. 

Understands the importance of "first responders' role in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard. 

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); and a minimum of two years related experience and/or training; or equivalent combination of education and related experience.  Thorough knowledge of credit union's computer system for performing basic input/output tasks including Word and Excel desired.

*ONLY FULLY COMPLETED APPLICATION WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATIONS WILL NOT BE CONSIDERED**

Silver State Schools Credit Union is an Equal Opportunity Employer (EOE)


Call Center Representative II

40 Hours (Full time)

Monday-Saturday (varied hours)

McLeod Office
4221 McLeod 
Las Vegas, NV  89121

SUMMARY:

Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services.  Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests.  Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals.  Communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.  Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

In accordance with prescribed methods and operating policies and established practice, the Personal Financial Representative:

Communicate via phone to members to determine financial needs.  Suggests and explains appropriate deposits, lending and investment products.  Describes and recommends suitable insurance products and automated services.  Directs members to appropriate staff member or department.

Processes a variety of financial transactions for members including opening of new accounts via online application, issuing checks, processing transfers and loan payments to and from accounts, issuing drafts and other negotiable instruments.

Responds and researches member inquiries regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of automated services.

Explains the features and benefits of credit union electronic services and approves applications.  (Debit Card, Voice Response, Online Bill Pay, Online Banking, Direct Deposit, ACH Debit/Credit and Payroll Deduction)

Performs clerical duties such as photocopying, faxing, processing incoming and outgoing mail and filing.

  May perform Senior Call Center Representative duties as required in their absence.

Assists in training new Call Center Representatives in all financial service transactions and call center procedures.

Meet and/or exceed assigned call center goals.

Follow established credit union policies and procedures, government rules and   regulations, and visitor and security guidelines.

Performs other duties as assigned.

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to explain the use of these products and services.  Must be competent and comfortable in the sales environment.  Maintains a cooperative and positive attitude toward members, potential members and credit union staff.  Maintains professional appearance and demeanor.  Understands the importance of "first responders” role in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard.  Telephone experience preferred in customer service, as well as ability to communicate clearly.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); and a minimum of one year related experience and/or training; or equivalent combination of education and related experience.  Thorough knowledge of credit union's computer system for performing basic input/output tasks including Word and Excel desired.

LANGUAGE SKILLS:

Ability to write simple correspondence.  Ability to effectively present information via phone to both members and other employees of the organization.

OTHER SKILLS and ABILITIES:

Ability to operate standard office equipment and tools, such as a computer, calculator, fax machine, telephones, and photocopier.

Familiar with the differences in products and services offered by other financial institutions to those by the credit union.

 

 

 

 

*ONLY FULLY COMPLETED APPLICATION WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATIONS WILL NOT BE CONSIDERED**

Silver State Schools Credit Union is an Equal Opportunity Employer (EOE)


Collections Officer

40 Hour
Mon - Fri 
McLeod Office
4221 McLeod
Las Vegas, NV  89121

SUMMARY:

Provides member service to our delinquent members.  Notifies and locates delinquent borrowers and attempts to secure payment by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

Attempts to make contact with borrower in order to work out some type of payment plan.

Records information about financial status of borrower and status of collection efforts.

Receives incoming calls regarding Skip Tracing and enter information in collection history screen.

Prepare collection correspondence, including demand letters, adverse action letters, subsequent action letters, specific and individual letters to certain members.

Obtain credit reports, as necessary, to evaluate members’ performance and to aid in Skip Tracing when necessary.

Answer phones and respond to members’ collection inquiries concerning their accounts.

Performs other collection activity as may be assigned by supervisor.

PERFORMANCE STANDARDS:

Persistence in following standard collection practices, accurately recording collection activity and file information, and maintaining a professional and positive attitude towards delinquent borrowers, and the job of collections.  Is computer literate - can use mainframe and PC for processing collection transactions and printed information in an efficient and effective manner.  Continuously assists others to work the delinquent accounts assigned; makes calls, follows up.  Follows established Collection Department practice and procedure to ensure efficiency and effectiveness.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); a minimum of 6 months related experience and/or training; or equivalent combination of education and experience.

  

*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATIONS WILL NOT BE CONSIDERED**


Data Analyst - Information Technology (IT)

40 Hours 

8:30am-5:30pm

McLeod Office

4221 McLeod Drive. 

Las Vegas, NV 89121

SUMMARY:

The Data Analyst will provide critical data reporting delivery, packaging, and analytic capabilities. This role will analyze complex data structures to generate useful business insights and develop reporting to monitor business critical results. The Data Analyst will support the leadership team with data consultation, data gathering, data delivery, and data analysis. 

ESSENTIAL DUTIES AND RESPONSIBILITIES may include the following.  Other duties may be assigned.

Information Technology Team Member

Investigate data issues in account data from acquisition through presentation in the UI.

Assist in identifying issues that may adversely affect the performance of the Information

Technology department.

Perform unscheduled ad-hoc analysis for business partners and the credit union team.

Answer and document 'help desk' phone calls from credit union employees.

Participate on project teams.

Communicate with business partners to establish data requirements.

Be the official Information Technology representative in a variety of credit union endeavors.

Present final analysis to business partners and/or the credit union team.

Consult within and outside of Information Technology, professionally, to enlighten and educate.

Reporting and Analytics

Create tools or queries to obtain data from central data repository for the purposes of reporting and analysis.

Empower every user with data so they can make sound decision.

Perform ad-hoc analysis for business partners and the credit union team.

Implement analytic directives on data from senior staff and clients and develop written reports as needed.

Run SQL queries to produce counts, statistics, reports and graphs to circulate quantitative information to all departments.

Analyzing data sets and presenting results in an easily readable format.

Interpret available data to identify significant trends in operational statistics and prepare conclusions and forecasts based on those trends.

Use a variety of database software techniques to produce various media tools such as: reports, charts, graphs, lists, labels, memos, etc

Recommend and/or identify key business metrics.  

Create or update reporting presentations and other documentation.

Documentation and Technical Writing

Assist in designing, documenting, programming and standardizing processes and reports.

Participate in quality assurance of measures including test case creation, SQL code review, independent results validation, and pulling sample cases from member data to support User Acceptance Testing.

Audit processes to ensure adherence to defined policies, processes, and procedures; generate formal report of audit findings.

Create or update documentation including policies, data flows, methods and procedures and other documentation as required.

Data Management and Data Integrity

Manipulating large data files using SQL, MS Query and MS Excel including pivoting capabilities and creating macros.

Ability to handle large data sets while maintaining database integrity.

Creating and scheduling targeted reports, data collection jobs, integration(s), and secure transfers of data.

May code new or modified programs, reuse existing code through the use of program development software alternatives and/or integrate purchased solutions.

Document, test, implement and provide on-going support for the application(s).

Assure validity by checking data accuracy, applying reasonability checks, and maintaining audit trails.

EDUCATION and/or EXPERIENCE:

BS in Computer Science or comparable accredited program with a quantitative emphasis or equivalent experience.

Experience with validating data from various data sources; flat files and relational databases (often in the same project).

Experience in data mining or profiling using query tools such as SQL, Excel, etc.

Experience with stdin/stdout and/or Batch Scripting a plus.

Some Familiarity with Unix environment a plus.

Experience with Symitar PowerOn (formerly RepGen) a plus.

 

*ONLY FULLY COMPLETED APLICATIONS WILL BE CONSIDERED*

**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**

SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER  (EOE)


Member Service Rep II

40 Hours (Varied)

Mon-Fri

McLeod Branch

4221 McLeod Drive

Las Vegas, Nevada 89121

SUMMARY

Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services.  Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests.  Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals.  Communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.  Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

In accordance with prescribed methods and operating policies and established practice, the Member Service Representative II:

Greets and interviews members to determine financial needs.  Suggests and explains appropriate deposits, lending and investment products.  Describes and recommends suitable insurance products and automated services.  Directs members to appropriate staff member or department

Processes a variety of financial transactions for members including the opening and closing of accounts, issuing checks, processing deposits and withdrawals from accounts, filing insurance claims, issuing certificates, drafts and other negotiable instruments.

Responds and researches member inquiries regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of automated services. 

Explains the features and benefits of credit union electronic services and approves applications.  (Debit Card, Voice Response, Online Bill Pay, Online Banking, Direct Deposit, ACH Debit/Credit and Payroll Deduction)

Performs clerical duties such as photocopying, faxing, processing incoming and out going mail, filing and notary services.

May perform Senior Member Service Representative duties as required in their absence.

Performs all lending functions as required at the branch level. 

Assists in training new Member Service Representative in all financial service transactions and procedures.

Performs various duties to provide members Safe Deposit services. 

Meet and/or exceed assigned goals.

Follow established credit union policies and procedures, government rules and   regulations, and visitor and security guidelines.

Performs other duties as assigned.

PERFORMANCE STANDARDS:  

Must fully understand credit union products and services and be able to cross-sell members to use these products and services. Must fully understand the factors considered in the credit qualification process, and the appropriate steps to insure compliance with applicable regulations.  Accurately completes system input to obtain valid credit scores. Must be competent and comfortable in the sales environment.  Cooperative and positive attitude toward members, potential members and credit union staff.  Maintains professional appearance and demeanor.  Understands the importance of "first responders' role in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard.  Telephone experience preferred in customer service, as well as ability to communicate clearly.  

QUALIFICATION REQUIREMENTS:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: 

High school diploma or general education degree (GED); and a minimum of one year related experience and/or training; or equivalent combination of education and related experience.  Thorough knowledge of credit union's computer system for performing basic input/output tasks including Word and Excel desired.

*ONLY A FULLY COMPLETED APPLICATION WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATION WILL NOT BE CONSIDERED**

SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)


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