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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: 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: 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.
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 SC Collateral Control Officer
Primary Functions: Control 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 with department procedures and practices for assignment of repossessions and remarketing of repossessed collateral.
- Responsible for maintaining records and adherence with department procedures and practices for protection of credit union collateral when impounded by private and public agencies.
- Responsible for maintaining records and adherence with department procedures and practices for member and insurance company contact during total loss hazard claims involving credit union collateral.
- Responsible for maintaining and adherence with department procedures and practices of credit union Cross Collateralization procedures and practices.
- Responsible for maintaining and adherence with real property loan file review as a result of past due loans, notice of default from senior/junior lien interests and taxing authorities and recommendation of actions involving real property collateral.
- 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: Manage, direct and control the operations of the Member Service Center with an emphasis on service delivery, member advocacy and staff development.
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 the Assistant 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.
- Assume responsibility for the Member Service Center as assigned.
- Perform duties of Assistant Member Service Center Team Manager.
- Perform other duties as assigned.
Reports to: Varies by location
Functions Supervised: Branch Services
Primary Functions: Responsible for overseeing branch operations of one or more branch locations, emphasizing employee engagement, mentoring staff for career pathing opportunities, and achieving the credit union's business and financial objectives. Foster a positive and open environment for teams ranging from five to 16 employees at various levels, encourage innovation, and recommend branch workflow improvements to streamline operational processes. Focus on member and employee experience, through empathetic and personalized service with every interaction that aligns with Global Credit Union Management Philosophy. Report on branch activities, conduct community outreach, and consult with members to provide financial solutions and first-contact resolution.
Duties and Responsibilities:
- Member Experience and Service Management
- Develop, monitor, and manage branch service levels to enhance member relationships and engagement. Provide leadership to the branch team to facilitate meaningful interactions with members to deepen and retain membership.
- Assistant Branch Manager Coaching
- Coach and mentor the Assistant Branch Manager through consistent observational feedback and regular one-on-one sessions.
- Conflict Resolution
- Utilize problem-solving and effective communication skills to resolve personnel and member concerns.
- Community Engagement Strategy
- Develop and execute a comprehensive community engagement strategy through fostering relationships with local businesses, participating in community events, seeking sponsorships, and conducting financial literacy training. Represent the credit union at professional events and seek leadership opportunities in the community that align with the organization's mission and values.
- Market Awareness
- Stay informed about market trends, research competitor product offerings, and make recommendations to expand brand awareness and generate new business.
- Partnership Building
- Establish strong partnerships with Global Credit Union Insurance Brokers, Global Credit Union Home Loans, Business and Commercial Services, and Global Retirement and Investment Services to achieve credit union growth objectives.
- Insurance Licensing and Sales
- Obtain state-mandated insurance licenses to quote and bind Personal Lines Insurance products. Develop a sales strategy to achieve established quote and issue goals.
- Personnel Management
- Oversee branch personnel functions, including performance evaluations, recruitment, and maintaining high employee morale and job satisfaction.
- Work Environment
- Create a safe and inclusive work environment, encourage diverse ideas, and build positive working relationships.
- Call Center Oversight
- Monitor Member Service Center overflow call activities and ensure schedule adherence.
- Compliance
- Ensure compliance with all financial policies, procedures, and regulatory requirements. This includes security, facility maintenance, supply inventory, cash management, negotiable items, and general ledger accounts.
- Other Duties
- Perform additional responsibilities as assigned.
Reports To: Varies by location
Primary Functions: Perform insurance sales functions.
Duties and Responsibilities:
- Obtain quote information from Client.
- Complete Marshall Swift RCE if necessary.
- Quote risk & prepare application.
- Request photos of dwellings.
- Meet with clients to complete application and other required forms.
- Cross sell other insurance products offered by the agency or credit union.
- Mail or upload application to Insurance Company (if applicable: send RCE, quote, photos and/or payment with application).
- Enter client into AMS.
- Document new business activities and set up suspense's for any follow up.
- Organize documentation in file and give to Customer Service Representative to label and/or send out welcome letters.
- Responsible for generating outside sales via referral from mortgage companies, title companies, real estate offices and other businesses.
- Perform other duties as assigned.
Reports to: Domain Manager, Systems Analysis
Functions Supervised: None
Primary Functions: Collaborates as a member of a Product Development Team in the analysis of system specific user stories and technical processes of product capabilities. An active collaborator with Product Development Team members in the development of products to achieve strategic business outcomes.
Duties and Responsibilities:
- Identify and solve business problems by collaborating in the development and implementation of value driven business solutions
- Develops a working knowledge of credit union product capabilities
- Develops general knowledge of current and emerging technology solutions
- Identify, define, and document user stories and specifications
- Document system architectures, data flows, and relationships to business processes
- Prioritize user stories to facilitate feature development
- Collaborate with software engineers on technical design and development
- Collaborate with Product Development Team members on test case documentation
- Collaborate with Product Development Team members on test case execution and acceptance
- Document and track user stories related to defects and resolution
- Work closely with other analysts to collaborate in knowledge sharing activities
- Perform other duties as assigned in support of team efforts and results
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.