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: 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: 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.
Reports to: Senior Vice President, Senior Vice President, Consumer Lending Operations
Functions Supervised: Consumer Lending Systems Administrators, Business Processes, Project Implementation, and Portfolio Analysis.
Primary Functions: Responsible for Consumer Lending and Special Credits systems, business processes, and managing supporting staff. Administer and recommend strategies that will improve efficiencies, enhance member experiences, and provide departmental analysis for ongoing performance and regulatory compliance. Deployment of new technology and systems.
Duties and Responsibilities:
- Responsible for management of staff and control of consumer loan systems administration activities.
- Develop knowledge of current and emerging technologies and best practices that impact consumer lending and collection functions, including the preservation of data integrity.
- Provide guidance, and mentorship to all system administrator team members to ensure that objectives are met. Responsible for development and performance of staff to ensure timely and correct completion of assignments, installations, testing, upgrades, etc.
- Develop and maintain a comprehensive plan for the ongoing enhancement of all systems supporting consumer lending and collection activities.
- Establish and maintain ongoing communications with business lines for timely updates, necessary system changes, and any recommended enhancements.
- Ensure that data systems are updated and maintained to support new and existing consumer loan and collection products, both internal and external 3rd party programs and products.
- Develop and maintain written systems user documentation, controls, operational procedures, technical knowledge base, performance reports and a training curriculum for departmental staff. Publish and maintain external facing FAQ for systems users and other business units.
- Responsible for continual systems and procedure analysis. Using data, prepare recommendations for enhanced workflows, procedures, and systems.
- Ensure that the operation, security access, data protection, and file integrity of all departmental data systems are properly maintained, and management reports are produced and distributed as scheduled.
- Ensure compliance with all applicable laws, statues, regulations, ordinances, policies, and security procedures promulgated by established authorities, investors, and the Credit Union.
- Ensure that the quality control requirements of Global Credit Union, investors, guarantors, and regulatory agencies are met.
- Perform other duties as assigned.
Reports to: Consumer Lending Account Support Supervisor
Functions Supervised: None
Primary Functions: Responsible for credit reporting and disputes on consumer loans, discontinuance and suspension of services, department reporting, and loan amendment processing.
Duties and Responsibilities:
- Responsible for processing credit bureau disputes and related functions on consumer and real estate accounts.
- Responsible for matters relating to identity theft associated with member and non-member accounts.
- Responsible for processing all member requests to invoke Service Member Civil Relief Act.
- Responsible for review and subsequent actions associated with all non-amortizing, paid ahead, substandard, and unclassified loan reports as assigned by the Account Support Manager.
- Responsible for processing requests for suspensions and discontinuances of member services.
- Responsible for processing loan extensions, modifications, and refinances for consumer and real estate loans.
- Perform other duties as assigned.
Reports to: Procurement and Supply Supervisor
Functions Supervised: None
Primary Functions: Maintain consolidated warehouse inventory and assist in submitting all combined warehouse orders for the credit union and CUSOs.
Duties and Responsibilities:
- Execute the comprehensive supply chain strategies to meet organizational goals and objectives across the credit union network.
- Receive, inspect, inventory, store, and prepare supplies/materials for distribution in support of the credit union's supply chain lifecycle.
- Direct, perform and oversee warehouse operations, layout and utilization to ensure materials and equipment are stored in the most optimal and safest configuration.
- Organize and maintain up to date records of inventory, lead times, demand history and reorder points to ensure efficient and uninterrupted flow to the credit union and CUSOs.
- Maintain and review inventory records to track the flow of materials through the supply chain process; maintain accurate accountability of all warehoused materials; execute the receipt and proper storage of supplies and materials.
- Dispose of excess and outdated equipment/supplies in an ethical and economical manner; maintain all pertinent documentation of destruction, sale or recycle of materials for compliance.
- Develop, implement and enforce inventory control policies based on credit union's supply chain solutions.
- Issue, receive, store, and maintain all tradeshow and event equipment; schedule the issue and return of materials with key stakeholders; report scheduling conflicts and recommend solutions.
- Ensure the warehouse area is maintained in a safe, clean, orderly, and secure manner.
- Report any damaged or missing supplies/materials to supervisor immediately.
- Perform other duties as assigned.
Reports to: Procurement and Supply Supervisor
Functions Supervised: Warehouse, Supply Catalog, Procurement, Inventory, Distribution Center
Primary Functions: Responsible for finding goods and services for the credit union and CUSOs at the best value regarding quality and price, as well as the inventory management of all materials in the consolidated warehouse.
Duties and Responsibilities:
- Execute the credit union's comprehensive supply chain strategies to meet organizational goals and objectives across the credit union network.
- Research suppliers of goods and services; gather quotes, proposals and purchase terms and conditions; negotiate terms with suppliers such as price, quality of goods deadlines and expectations in support of the credit unions supply chain life cycle.
- Maintain and update supply catalog; monitor inventory levels and order all supplies and materials to ensure uninterrupted flow to the credit union and CUSOs; review orders, invoices, inventory and deliveries for accuracy; provide data on printed materials to ensure they current and meet all compliance requirements.
- Gather data on credit union spend and markets to assist with identifying alternate vendors which provide superior products, services, solutions and cost savings opportunities; gather data to assist with identifying material or procedural changes to improve efficiencies and/or provide cost savings.
- Maintain and review inventory records to track the flow of goods through the supply chain process; maintain accurate accountability of all materials; execute the receipt and proper storage of supplies and materials.
- Liaise with suppliers and project managers regarding updates and details of goods.
- Prepare reports as required detailing inventory usage, demand history and trends.
- Independently plan, coordinate, supervise, and evaluate activities and the work of assigned staff; establish deadlines and regularly meet with staff to resolve issues and roadblocks.
- Monitor work areas and examine systems to ensure safe conditions or to prevent violations of procedures or safety rules.
- Perform other duties as assigned.
Reports To: Payroll Manager
Functions Supervised: None
Primary Functions: Balance and reconcile payroll related general ledger reconciliations for all companies. Ensure integrity of custodial accounts. Prepare monthly and ad hoc Personnel reporting. Reconcile bi-weekly and monthly payroll and prepare related journal entries.
Duties and Responsibilities:
- Ensure designated custodial accounts are reconciled monthly and corrections are made promptly. Communicate problems to Payroll Manager.
- Assist the Payroll Manager with implementation of new systems/enhancements.
- Assist Departments with compiling information for incentives.
- Provide accurate and timely account balances, transaction information and reconciliations as requested verifying reasonableness and ensuring conformance with established procedures.
- Prepare payroll related internal and compliance reporting.
- Prepare payroll journals and balance to payroll reporting.
- Prepare 401(k) wires and related detail reporting sent to benefit administrator.
- Prepare FSA report for vendor upload.
- Act as a backup for the Payroll Specialist.
- Perform other duties as assigned.
Reports to: Dispute Resolution Officer
Functions Supervised: None
Primary Functions: Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card and ACH according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
Duties and Responsibilities:
- Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
- Develop a working knowledge of card and ACH dispute processes and systems.
- Develop and maintain a current working knowledge of Regulations E, Z and CC as well as Visa and NACHA operating rules and Credit Union policies and procedures.
- Create, research, and resolve card and ACH dispute cases in accordance with federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
- Evaluate cases for and provide provisional credit within established limits, as applicable.
- Research and provide evidence to members to validate unrecognized transactions.
- Conduct merchant conference calls to resolve product and service problems.
- Effectively communicate with members to validate information, research cases, and obtain documentation.
- Respond to inbound and place outbound calls for case creation and member follow-up.
- Report disputed transactions for possible fraudulent activity and/or trends.
- Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review.
- Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.
- Assist with completing daily reports and MRMS requests.
- Perform other duties as assigned.
Reports to: Information Security Architect Supervisor
Functions Supervised: None
Primary Functions: Provide security engineering support via network security implementation, analysis, testing and monitoring.
Duties and Responsibilities:
- Manage implementing, testing, managing, monitoring, and upgrading security solutions for the protection of the organization's data, systems, and networks.
- Develop best practices, policies, programs, procedures and security standards for the organization
- Serve as escalation point for Information Security Analysts
- An understanding of best practices and how to implement them at an Enterprise level
- Analyze and correlate security events and implement countermeasures to mitigate against intrusion attacks.
- Provide information security support in the design, integration, deployment, and troubleshooting of enterprise information solutions.
- Collaborate with organizations engineering teams and product development teams to analyze security needs/requirements and assist develop/implement security standards/technical solutions.
- Research and identify ethical hacking, intrusion detection/prevention technologies, secure coding practices and threat modeling.
- Implement secure network architectures, virtualization technologies, identity and access management principles, application security, encryption technologies, DNS, SOA, and web applications
- Provide security engineering recommendations and assist with planning and implementation of long-term projects.
- Troubleshoot complex multi-network firewall policy issues.
- Responsible for understanding of incident response methodologies and assist with coordinating security incident.
- Maintain a strong knowledge of Offensive Security, TCP/IP, HTTP, FTP, cookies, authentication, virus scanning, web servers, and encryption.
- Decode and understand traffic flow using packet level traces (skilled with TCPDUMP, PCAPs, traffic generators, etc.).
- Identify and reproduce common network and web site attacks such as SQL injection, cross site scripting, remote file inclusion and cookie manipulation.
- Maintain a working knowledge of authentication, session management, requests, and form submission processes.
- Maintain a working knowledge with server grade applications to include Exchange, DNS, SMTP, IIS, Apache, SharePoint, Active Directory, Identity Management, Patch Management, LDAP, and SQL.
- Perform IDS / IPS real-time monitoring analysis and/or network forensics.
- Maintain a working knowledge of regulatory and audit mandates to ensure environments meet PCI, FFIEC, NCUA and industry standards.
- Serve on-call as scheduled.
- 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
Primary Functions: Originate mortgage loans and promote related programs within the real estate profession and through personal networks.
Duties and Responsibilities:
- Market mortgage loan programs to the real estate sales industry and to personal contacts.
- Develop and maintain loan referral relationships with professionals in real estate, accounting, legal and financial planning fields.
- Interview buyer/applicants and originate investor mortgage loans. Accept applications and input them to the origination system, provide required estimates and disclosures, and gather required documentation and fees to process mortgage loans.
- Ensure all loans are originated, disclosed and/or re-directed accurately and timely within all established regulatory compliance requirements and timeframes.
- Ensure accurate processing is completed in a timely manner and prepare for submission to underwriting.
- If the loan is approved, take final steps to ensure a smooth closing. If the loan is declined, verbally advise the borrower and issue applicable refunds. Return any documents not pertaining to credit.
- Conduct sales presentations for Realtors as necessary to enhance business relations.
- Perform other duties as assigned.
Reports to: Fraud Operations Officer
Functions Supervised: None
Primary Functions: Perform activities in support of Fraud department. Responsible for locating documents to use as investigative tools for all cases related to online access, check fraud, financial exploitation, identity theft, and operational risk mitigation. Creating collection letters to other financial institutions to mitigate loss.
Duties and Responsibilities:
- Create and maintain complete and accurate case files including evidence and interview summary in the case management system.
- Locate, save, and upload documents into case management system: account agreements, loan documents, check copies, IP address results, affidavits, collection letters, surveillance, etc.
- Create affidavits and send to branches/members with support documentation.
- Process inbound mail for Fraud Operations.
- Locate surveillance and review recorded calls to support investigations.
- Create and send collection letters to other financial institutions to mitigate loss.
- Place calls to gather information from branches, lending departments, and members regarding fraud or identity theft.
- Perform other duties as assigned.
Reports to: Domain Manager, Automation Engineering
Functions Supervised: None
Primary Functions: Collaborates as a member of Product Development Teams by applying automation technology such as robotic process automation, business process automation, and artificial intelligence to achieve strategic business outcomes.
Duties and Responsibilities:
- Engages in the execution and development of automation features and stories to support product development teams.
- Develops automation solutions that satisfy technical and business requirements to support the development and deployment of product development features.
- Maintains, develops, and enhances tools/applications for automation frameworks using a combination of off-the shelf and custom solutions.
- Provides detailed documentation and training collateral for automation framework and automation suites.
- Collaborates with domain members to establish automation framework requirements, standards, and design principles.
- Perform other duties as assigned in support of team efforts and results.