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: 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: 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: 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
Primary Functions: Provide assistance to originator in the origination and processing of mortgage loans.
Duties and Responsibilities:
- Accept telephone calls for the originator, coordinate appointments, respond to inquiries, and provide updated loan status to real estate agents and borrowers.
- Input the loan application, print out applicable origination documentation and required disclosures, obtain borrowers' signatures as required and review documentation for accuracy and completeness.
- Photocopy documentation supplied by the borrower; income tax returns, paycheck stubs, bank statements, etc.
- Set up mortgage application files and request verification of all information received in the mortgage loan application via letters to employers, banks, creditors or by alternative documentation acceptable to the secondary market. Perform necessary follow up order credit reports, appraisals, and prelims as needed in files.
- Provide support to originator by maintaining ongoing communication with client base and real estate agents. Perform tasks directly or indirectly related to marketing and advertising.
- Maintain a basic knowledge of computer programs; i.e., Mortgage Ware, Microsoft Office, Desktop Underwriter, particularly Word, Excel, and Access, Microsoft Publisher, and new software as it becomes available or needed.
- Arrange for the pick up and delivery of documents, brochures, loan packages, and other miscellaneous items as needed.
- 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: Manager, Talent Acquisition
Primary Functions: Responsible for administrative functions related to staff recruitment and onboarding.
Duties and Responsibilities:
- Conduct background reviews including verification of previous employment, bondability, social security verification and criminal records review as required and/or directed.
- Coordinate the completion of all new employee onboarding to include providing remote support to managers. Ensure completion of necessary paperwork and accurate data entry into the HRMS System.
- Ensures compliance with USCIS Form I-9 Employment Eligibility Verifications; periodically conduct Form I-9 audit.
- Monitor employees with temporary work authorization and follow up as required.
- Respond to candidate and manager inquiries related to the Recruitment and Onboarding system.
- Responsible for the reporting of new employee information to CSSD.
- Conduct weekly advertising audit and coordinate placement of advertising.
- Draft/revise job descriptions and organizational charts as required and/or directed.
- Ensure timely processing of invoices related to recruitment and staffing activities.
- Maintain a variety of departmental control and documentation logs and records.
- Periodically review and make recommendations for procedure and form updates.
- Maintain the integrity and confidentiality of personnel information and records.
- Maintains compliance with federal, state and local employment laws and regulations.
- Provide research and other assistance as needed and 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 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: 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: 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.