Careers

The Business Development Specialist is responsible for the development, maintenance, and growth of credit union partnerships with Select Employee Groups (SEGs) which have eligibility to join the Credit Union. The individual in this role should be an energetic team member who is ready to cultivate long-standing relationships and discover new growth opportunities. This position will work with existing and prospective SEGs and will be required to travel to both branch and business locations in and around the Credit Union’s footprint. The Business Development Specialist’s number one priority is the growth and development of SEGs which results in direct impact on the Credit Union’s financials.

Key Responsibilities:

• Serves as an ambassador of the Credit Union, highlighting the added benefit of Credit Union Membership eligibility to current and prospective Select Employee Groups (SEGs)
• Executes comprehensive business development strategy including prospecting, lead generation and development, execution, and onboarding of new SEG relationships
• Maintains and grows current SEG relationships through consistent engagement, meeting and event participation, and providing value for their organization
• Delivers Credit Union presentations and content in person at meetings, events and expos, as well as across digital platforms
• Participates in local Chamber of Commerce and other local community organizations to develop mutually beneficial relationships with community business leaders
• Travels to branch locations and SEG sites/events to maintain and promote business growth
• Answers Member questions and inquiries at events and meetings, and is responsible for follow-up on applications post meeting or event
• Develops and maintains an organized approach for weekly and monthly activity including an organized calendar detailing upcoming appointments and events, and documentation of all prospecting and relationship building activity
• Other duties as assigned

Essential Qualifications & Competencies:

• Bachelor’s degree preferred in field such as Business or Communications
• 3+ years of proven business development or sales experience, financial setting preferred
• Must be well versed in all aspects of business development and sales including strategic prospecting, lead generation, connection and engagement, presentation and execution of new SEG partnerships
• Excellent communication skills and ability to deal effectively, tactfully and professionally with Members and non-Members, SEGs and prospective SEGs, and team members
• Ability to prioritize, multitask and focus on multiple objectives and projects concurrently
• Ability to generate ideas, identify opportunities and always apply a proactive approach to the Credit Union’s growth
• An understanding and interest in financial wellness and helping others achieve it
• Must be able to travel 50-80%, some locally
• Ability to work independently, as well as part of a team and maintain effective communication and consistent delivery while on the road/working remotely
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, PowerPoint)

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Supervision of assigned Contact Center Representatives to ensure member service standards are met by providing training, coaching, feedback, and support. Work closely with management to implement and maintain credit union standards, policies, and procedures. The Contact Center Team Lead reports to the Contact Center Supervisor and is responsible for supervising activities for the assigned Contact Center Representatives and ensuring that member service objectives are well supported. Coaches, motivates, supports, and trains staff to meet established goals. Provides support to Contact Center staff by resolving complex member questions and problems regarding online account access, statements, loans, payments, automatic transfers, interest rates, and investment certificates. Oversees the training of new personnel. Develops and mentors a productive, cohesive team. Ensures that professional relations exist with members and that reporting and informational needs are met. 

Key Responsibilities: 

• Represents the Credit Union in a courteous and professional manner to internal and external members as well as vendors as support is needed
• Completes research and resolves documentation errors or discrepancies on complex member problems
• Ensures that Contact Center operations further Credit Union strategic plans and are in accordance with established policies and procedures
• Monitors the contact center agents and reports any training opportunities to the Contact Center Supervisor
• Responsible for communication with members through online messaging, chat and email as well as other communication channels
• Reports any member complaints, credit union employee complaints, or errors to the Contact Center Supervisor 
• Provides support to representatives on complex issues by taking ownership of services issues that require extensive research, time or resources
• Resolves escalated calls for representatives when necessary
• Works with management in recognizing, developing and implementing resources to help improve department efficiency, consistency and overall performance
• Provides back up to the Contact Center Representatives in their absence or during high call volume 
• Provides back up to the Contact Center Supervisor
• Ensures that requests and questions are promptly resolved  
• Monitors service delivery and ensures excellence in service levels
• Ensures that deadlines are met
• Maintains privacy of member account information 
• Provides leadership to assigned personnel through effective goal setting, delegation, motivation, and communication.
• Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures.  Discusses areas needing improvement by coaching, mentoring and motivating
• Oversees the activities of the Contact Center Representatives
• Identifies, assists in development, and implements training programs as appropriate.  Ensures that Contact Center Representatives are thoroughly trained in all Credit Union products and services
• Assists with performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance.  Formulates and implements employee corrective actions as needed
• Conducts daily reporting of Contact Center activities to Management    
• Ensures that all department files are current, accurate, and well maintained
• Ensures that work area is clean, secure, and well maintained
• Attends and participate in meetings
• Completes special projects as assigned
• Answers incoming calls and provides one call resolutions whenever feasible
• Processes basic transactions such as deposits, withdrawals, transfers, and payments
• Resolves member complaints and concerns in a timely manner 
• Identifies and escalates issues to supervisor or appropriate team member
• Prepares and completes documentation accurately
• Identifies, researches, and resolves general member issues with limited assistance
• Stays up to date on new products, policies, procedures, and regulations
• Fulfills product and service orders generated by member requests
• Documents call information according to department standards
• Works closely and effectively with co-workers to reach department goals and complete various tasks
• Recognizes, documents, and communicates call trends to department management
• Cross-sells products and services 
• Reviews and approves payroll
• Performs Quality Control of agents calls, messages, and chats
• Supports Call Center Incentive program
• Closes accounts
• Opens designated account types
• Other duties as assigned

Essential Qualifications and Competencies:

• High school diploma or equivalent
• 2+ years of related Contact Center or Credit Union experience preferably with some supervisory responsibilities
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for leading a team in providing excellent member service experiences
• Accurately conveys detailed or important instructions
• Strong listening, verbal, and written communication skills with emphasis on professional grammatical skills applied both verbally and in written communications
• Ability in lead and influence team members toward a set goal 
• Excellent data entry and keyboarding skills
• Excellent multi-taking skills 
• Ability to learn and function effectively in various computer and software systems simultaneously 

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The Contact Center Representative I is responsible for providing a variety of member service functions and have knowledge of all member service functions within the Credit Union. The Contact CenterRepresentative I reports to the Contact Center Supervisor/Team Lead and has no direct supervision duties. Contact Center Representatives answer incoming calls from members on various service-related issues. Contact Center Representatives are the primary contact point for members and serve as the voice of the Credit Union. Contact Center Representatives are responsible for troubleshooting general member service issues; deescalating member frustrations; presenting suggestions and solutions to member concerns; as well as offering appropriate products and services that benefit the member.  Contact Center Representatives are responsible for projecting a professional image through voice, in writing, and online interactions.

Key Responsibilities:

• Answers incoming calls and provides one call resolutions whenever feasible
• Processes basic transactions such as deposits, withdrawals, transfers, and payments
• Resolves member complaints and concerns with limited assistance
• Identifies and escalates issues to supervisor or appropriate team member
• Follows up with members in a timely manner
• Analyzes online profiles and identifies technical adjustments required to grant access
• Prepares and completes documentation accurately
• Identifies, researches, and resolves general member issues with limited assistance
• Stays up to date on new products, policies, procedures, and regulations
• Fulfills product and service orders generated by member requests
• Documents call information according to department standards
• Works closely and effectively with co-workers to reach department goals and complete various tasks
• Recognizes, documents, and communicates call trends to department management
• Cross-sells products and services
• Respond to message center, chat and email
• Process check orders
• Assist members with OLB enrollment
• Other duties as assigned

Essential Qualifications and Competencies:

• High school diploma
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for servicing and for projecting a positive image to members of the Credit Union
• 1 – 3 years of experience in contact center environment preferred
• Customer service experience required preferably in financial services
• Ability to accurately convey detailed or important instructions
• Strong listening, verbal, and written communication skills
• Excellent data entry and keyboarding skills
• Ability to work independently with limited supervision
• Excellent multi-taking skills
• Ability to work with IT staff on computer and telephone equipment and systems to troubleshoot various issues
• Ability to learn and function effectively in various computer and software systems simultaneously
• Requires ability to occasionally lift to 15 pounds
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to hear for normal conversations and to receive ordinary information
• Ability to sit for up to eight hours
• Ability to manage stressful situations professionally and appropriately
• Ability to thrive in a fast-paced work environment

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The Branch Supervisor is responsible for the day-to-day operations of a branch location and must be familiar with the Credit Union’s lending policies and procedures. The Branch Supervisor reports to the Lending Supervisor but will work with other departmental managers and receive direction from the COO and Lending Manager as needed. The position is responsible for the direct supervision of all branch level employees including Assistant Branch Supervisor, Loan Counselors, Universal Member Representatives, and Member Service Representatives.

The position is responsible for the first impression made on members when they enter a Credit Union branch location. The Branch Supervisor ensures that members receive quality service from entrance, throughout the transaction and exit. The Branch Supervisor provides lending information and services and product sales and services to members with direct impact on credit union revenues.

Key Responsibilities:

• Oversees Assistant Branch Supervisors, Loan Counselors, Universal Member Representatives, and Member Service Representatives at given branch location
• Interacts with the member and addresses all questions and concerns
• Implements all management approved decisions to branch
• Monitors and coaches employees daily
• Cross-sells all Credit Union products and services
• Handles branch lending duties as needed, including underwriting loans
• Ensures compliance and security in operational procedures and policies
• Prepares all branch reports for submission to management
• Performs branch audits and cash counts
• Performs member transactions as needed
• Responsible for opening new accounts and modifying existing accounts as needed
• Responsible for training Member Service Representatives to identify new account and loan opportunities

Essential Qualifications and Competencies:

• Bachelor’s degree or equivalent related experience required
• 3-5 years experience in a banking or financial setting required
• 1-2 years leadership experience required
• Ability to supervise, lead, and direct a team
• Must have excellent customer service skills
• Ability to communicate eloquently via spoken word or written text
• Knowledge of financial institution operations
• Must have knowledge of Credit Union lending policies and procedures
• Must be detail oriented
• Proficiency in Microsoft Office and Adobe Creative Suite applications
• Ability to multitask and focus on numerous projects simultaneously

ADA Section:

• Exerts up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time
• Standing for sustained periods of time
• Walking on foot to accomplish tasks, particularly for long distances or moving from one work site to another
• Expressing or exchanging ideas by means of spoken word
• Perceiving the nature of sounds at normal speaking levels with or without corrections. Ability to receive detailed information through oral communication and to make the discriminations in sound
• Substantial movements (motion) of wrists, hands, and/or fingers
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading
• The worker is not substantially exposed to adverse environmental conditions (typical office or administrative work)

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The Member Service Representative is responsible for providing a variety of member service functions and having knowledge of all member service functions within the Credit Union. This position reports to the Deposit Ops Supervisor or Branch Supervisor. The Member Service Representative does not have any direct supervision duties. The Member Service Representative provides a variety of paying or receiving functions for members over the telephone, in person, or by mail; performs a broad variety of member service functions such as opening or closing accounts; actively cross-sells products and services of the Credit Union.

Key Responsibilities:

• Provides front line member service and is the first impression in the branch
• Processes deposits, withdrawals, and payments for member accounts
• Prepares and completes documentation for products and services
• Opens and closes member accounts
• Assists members with basic debit/credit card needs
• Balances cash drawer daily
• Provides general Credit Union information to members

Essential Qualifications and Competencies:

• High school diploma required
• Some college experience preferred
• Cash handling and/or service experience required
• Professional, well-developed, interpersonal skills are necessary for servicing and for projecting a positive image to members of the Credit Union
• Accurately conveying detailed or important instructions
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to sit for up to eight hours

Apply Today

The Member Service Representative is responsible for providing a variety of member service functions and having knowledge of all member service functions within the Credit Union. This position reports to the Deposit Ops Supervisor or Branch Supervisor. The Member Service Representative does not have any direct supervision duties. The Member Service Representative provides a variety of paying or receiving functions for members over the telephone, in person, or by mail; performs a broad variety of member service functions such as opening or closing accounts; actively cross-sells products and services of the Credit Union.

Key Responsibilities:

• Provides front line member service and is the first impression in the branch
• Processes deposits, withdrawals, and payments for member accounts
• Prepares and completes documentation for products and services
• Opens and closes member accounts
• Assists members with basic debit/credit card needs
• Balances cash drawer daily
• Provides general Credit Union information to members

Essential Qualifications and Competencies:

• High school diploma required
• Some college experience preferred
• Cash handling and/or service experience required
• Professional, well-developed, interpersonal skills are necessary for servicing and for projecting a positive image to members of the Credit Union
• Accurately conveying detailed or important instructions
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to sit for up to eight hours

Apply Today

The Member Service Representative is responsible for providing a variety of member service functions and having knowledge of all member service functions within the Credit Union. This position reports to the Deposit Ops Supervisor or Branch Supervisor. The Member Service Representative does not have any direct supervision duties. The Member Service Representative provides a variety of paying or receiving functions for members over the telephone, in person, or by mail; performs a broad variety of member service functions such as opening or closing accounts; actively cross-sells products and services of the Credit Union.

Key Responsibilities:

• Provides front line member service and is the first impression in the branch
• Processes deposits, withdrawals, and payments for member accounts
• Prepares and completes documentation for products and services
• Opens and closes member accounts
• Assists members with basic debit/credit card needs
• Balances cash drawer daily
• Provides general Credit Union information to members

Essential Qualifications and Competencies:

• High school diploma required
• Some college experience preferred
• Cash handling and/or service experience required
• Professional, well-developed, interpersonal skills are necessary for servicing and for projecting a positive image to members of the Credit Union
• Accurately conveying detailed or important instructions
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to sit for up to eight hours

Apply Today

The Member Service Representative is responsible for providing a variety of member service functions and having knowledge of all member service functions within the Credit Union. This position reports to the Deposit Ops Supervisor or Branch Supervisor. The Member Service Representative does not have any direct supervision duties. The Member Service Representative provides a variety of paying or receiving functions for members over the telephone, in person, or by mail; performs a broad variety of member service functions such as opening or closing accounts; actively cross-sells products and services of the Credit Union.

Key Responsibilities:

• Provides front line member service and is the first impression in the branch
• Processes deposits, withdrawals, and payments for member accounts
• Prepares and completes documentation for products and services
• Opens and closes member accounts
• Assists members with basic debit/credit card needs
• Balances cash drawer daily
• Provides general Credit Union information to members

Essential Qualifications and Competencies:

• High school diploma required
• Some college experience preferred
• Cash handling and/or service experience required
• Professional, well-developed, interpersonal skills are necessary for servicing and for projecting a positive image to members of the Credit Union
• Accurately conveying detailed or important instructions
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to sit for up to eight hours

Apply Today