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Reports To: Desktop Support Supervisor
Primary Functions: Provide quality day to day technical desktop hardware support to end users in a manner that supports the organization's Mission Statement to provide service, value and convenience to its members. Operate in a fashion that supports the IM operations supporting mission to exercise a leadership role in maintaining, operating, and providing Information Technology Service Management for the credit union and its subsidiary operations.
Duties and Responsibilities:
- Configure, install, maintain and troubleshoot end user hardware such as: desktop computers, laptops, printers/scanners, phones, monitors, and peripheral equipment.
- Analyze, diagnose and implement corrective solutions for end user hardware issues, using standard diagnostic and troubleshooting principles, theories, concepts, and techniques with normal supervision.
- Develop working technical knowledge of current operating systems, software, hardware and standards to include Windows 7 and later, and Office 2007 and later. Operational knowledge of current Mac OS desirable.
- Participate in maintenance activities ensuring health and stability of end user infrastructure equipment.
- Meet or exceed department KPIs for defined department tasks.
- Maintain consistent communication with end users and management regarding user issues, work orders, and projects.
- Proactively help customers, assist team members, resolve incidents, and improve service delivery to the end user.
- Make effective use of available tool sets and systems including incident and work order management systems, SCCM, and Microsoft product suites.
- Perform other duties as assigned.
Reports To: Senior Special Credits Control Officer
Primary Functions: Perform collection activity on assigned accounts.
Duties and Responsibilities:
- Contact members regarding delinquent financial obligations and make arrangements for repayment.
- Respond to member inquiries regarding financial obligations owed to the credit union.
- Perform "skip-traces" as required.
- Analyze and initiate documentation necessary for refinancing loans and loan extension requests.
- Analyze and recommend to supervisors, when appropriate, adverse actions on accounts to include, but not limited to, repossessions, closure of credit limits, blocks on credit and debit cards, legal actions and account codes to alert other credit union departments of potential losses.
- Perform other duties as assigned.
Reports To: Senior SC Insurance Control Officer
Primary Functions: Controlling adverse actions associated with credit union collateral.
Duties and responsibilities:
- Comply with federal, state and local laws and credit union procedures and practices regarding adverse actions involving credit union collateral.
- Responsible for maintaining records and adherence to department procedures and practices for secretions claims for collateralized loans.
- Responsible for maintaining records and adherence to department procedures and practices for protection of credit union collateral when impounded by private or public agencies.
- Responsible for maintaining records and adherence with department procedures and practices for member and insurance company contact during total loss claims involving credit union collateral.
- Responsible for maintaining records and adherence with department procedures and practices for refund of After Market Products for repossessed collateralized loans.
- Responsible for maintaining records and adherence with department procedures and practices for Collateral Protection Insurance damage and reimbursement claims for repossessed collateral.
- Responsible for administrative functions necessary to support Collateral Protection Insurance program to include, but not limited to processing claims, premiums, refunds, billings, file maintenance and posting.
- Responsible for maintaining records and adherence with department procedures and practices for proof of insurance or insurance cancellations letters received by member(s) and applicable refunds amounts within Special Credits.
- Perform other duties as assigned.
Reports To: Assistant Member Service Center Team Manager
Primary Functions: Answer member telephone inquiries and provide excellent member service. Post or record and forward transactions to appropriate departments for processing.
Duties and Responsibilities:
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
- In compliance with credit union marketing image and service delivery goals, answer inquiries and provide information on all types of accounts, loans and other credit union services.
- Develop and maintain a current in-depth knowledge of credit union services and policies.
- Receive and post, or accurately record and forward for processing, member account transactions and research requests.
- Perform assigned authority level responsibilities.
- Identify and offer products and services that would be beneficial to the member.
- Perform other duties as assigned.
Reports To: Assistant Member Service Center Team Manager
Primary Functions: Answer member telephone inquiries and provide excellent member service. Post or record and forward transactions to appropriate departments for processing.
Duties and Responsibilities:
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
- In compliance with credit union marketing image and service delivery goals, answer inquiries and provide information on all types of accounts, loans and other credit union services.
- Develop and maintain a current in-depth knowledge of credit union services and policies.
- Receive and post, or accurately record and forward for processing, member account transactions and research requests.
- Perform assigned authority level responsibilities.
- Identify and offer products and services that would be beneficial to the member.
- Perform other duties as assigned.
Reports To: Assistant Member Service Center Team Manager
Primary Functions: Answer member telephone inquiries and provide excellent member service. Post or record and forward transactions to appropriate departments for processing.
Duties and Responsibilities:
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
- In compliance with credit union marketing image and service delivery goals, answer inquiries and provide information on all types of accounts, loans and other credit union services.
- Develop and maintain a current in-depth knowledge of credit union services and policies.
- Receive and post, or accurately record and forward for processing, member account transactions and research requests.
- Perform assigned authority level responsibilities.
- Identify and offer products and services that would be beneficial to the member.
- Perform other duties as assigned.
Reports To: Assistant Member Service Center Team Manager
Primary Functions: Answer member telephone inquiries and provide excellent member service. Post or record and forward transactions to appropriate departments for processing.
Duties and Responsibilities:
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
- In compliance with credit union marketing image and service delivery goals, answer inquiries and provide information on all types of accounts, loans and other credit union services.
- Develop and maintain a current in-depth knowledge of credit union services and policies.
- Receive and post, or accurately record and forward for processing, member account transactions and research requests.
- Perform assigned authority level responsibilities.
- Identify and offer products and services that would be beneficial to the member.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Supervise the activities of the MSC with an emphasis on providing accurate, warm, friendly and efficient member service. Assist the Member Service Center Team Manager and assume work flow supervision in their absence. In addition, responsible for opening and closing activities independent of management supervision, ensuring compliance with all security and operational procedures
Duties and Responsibilities:
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
- Coach, lead and motivate MSC employees; promote participation in recommendation of products and services. Meet with employees regularly to establish and reinforce department and organizational goals.
- Ensure compliance with credit union marketing, image and service delivery goals within area of responsibility.
- Responsible for quality and accuracy of fulfilling member requests.
- Responsible for the security, accountability and control of negotiable items.
- Coordinate the personnel functions with MSC Team Manager to include scheduling, training, performance evaluations, employee morale and policy compliance.
- Support helplines dedicated for complex requests and escalated calls.
- Provide support to staff by training and developing; coach, lead and motivate specialists.
- Perform duties of Senior Member Service Center Specialist.
- Perform other duties as assigned.
Reports To: Mortgage Servicing Administration Officer
Primary Functions: Provide customer service to mortgage and real estate loan borrowers by responding to various requests and providing accurate information in a timely manner.
Duties and Responsibilities:
- Prepares reconveyances on paid off real estate loans in a timely manner.
- Maintains tracking of paid in full real estate loans on PC and prepares reconveyance package for filming.
- Prepares subordination requests and documents for management review.
- Responds courteous, timely and accurately to borrower's inquiries or complaints related to real estate or mortgage loans. Assists and/or resolves those complaints.
- Coordinates with the mortgage servicing center to insure mortgage borrowers' issues are handled and resolved, when attempts by the borrower to resolve the matter directly with the mortgage servicing center have failed.
- Process MRMS requests to timely conclusion.
- Provides MSA switchboard relief as required.
- Provides a variety of support to MSA to include researching film, microfiche (Alltel) and copying required documents for responses to requests for subpoena's or other inquiries.
- Performs other duties as assigned.
Reports to: Branch Manager
Functions Supervised: Branch Activities and Staff
Primary Functions:Supervise the activities of the branch with an emphasis placed on creating positive member and employee experiences. Model a consultative, empathetic, and personalized service approach with every interaction to exceed member service and sales performance standards that aligns with the Global Credit Union Management Philosophy. Support the growth of the credit union by ensuring that individual, branch, and business line goals are met through cross sales activities. Assume responsibility for the branch as assigned.
Duties and Responsibilities:
1. Responsible for actively engaging with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
2. Coach, lead and motivate branch employees through consistent observational feedback, conduct required documented monthly one on ones, and facilitate training and skill practice sessions.
3. Mentor branch staff through employee development and engagement strategies that advance employees for promotional opportunities.
4. Deepen and retain member relationships through the execution of member engagement strategies through in-person conversations, relationship calling, and referrals to other business lines.
5. Ensure that meaningful relationships are being built through in-branch promotions and community events to increase brand awareness and generate new business.
6. Supervise daily operational duties to include compliance, security, branch balancing, control of branch cash and negotiable items, outage recovery, and as assigned general ledger accounts. Recognize operational and compliance deficiencies and recommend and implement corrective action.
7. Manage employee and branch schedules to ensure optimal staffing levels and to uphold member service expectations. Review employee time sheets for accuracy and completion and correct errors in a timely manner to meet payroll deadlines.
8. Obtain state mandated insurance license to quote and bind Personal Lines insurance products and assist in developing an effective strategy to meet established quote and issue goals.
9. Support the Member Service Center by monitoring call activities and appropriately allocating assistance as branch and MSC needs arise.
10. Ensure a safe and inclusive work environment, solicit diverse ideas to challenge thinking, and build positive working relationships.
11. Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports To: Senior Special Credits Control Officer
Primary Functions: Perform collection activity on assigned accounts.
Duties and Responsibilities:
- Contact members regarding delinquent financial obligations and make arrangements for repayment.
- Respond to member inquiries regarding financial obligations owed to the credit union.
- Perform "skip-traces" as required.
- Analyze and initiate documentation necessary for refinancing loans and loan extension requests.
- Analyze and recommend to supervisors, when appropriate, adverse actions on accounts to include, but not limited to, repossessions, closure of credit limits, blocks on credit and debit cards, legal actions and account codes to alert other credit union departments of potential losses.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: None
Primary Functions: Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the growth of the credit union by meeting individual, branch, and business line goals through cross sales activities.
Duties and Responsibilities:
- Actively engage with existing and prospective members to create a positive member experience that is consistent with the values and culture of the organization.
- Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
- Deepen member relationships through expert knowledge of credit union products and services and the execution of member engagement strategies through in-person conversations, relationship calling and referrals to other business lines.
- Use a consultative approach and resources such as the Member Vision Plan to develop solutions that will educate and improve member's financial well-being.
- Ensure accuracy and completion of all transactions and member service requests as outlined in the employee performance standards.
- Efficiently onboard members in the system and complete outbound call programs and set appointments to meet member needs, as assigned.
- Support the Member Service Center with incoming calls as scheduled, monitor activities and remain flexible to changes.
- Build meaningful relationships by participating in branch promotions and community events, as assigned.
- Work effectively in a team environment across all organizational levels.
- Perform other duties as assigned.