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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The IRA Specialist is responsible for helping members with day-to-day Individual Retirement Account (IRA) transactions and the related paperwork.  The IRA Specialist will also help with opening and servicing all types of accounts offered by the Credit Union as needed.  The IRA Specialist will aid the management team as needed as a subject matter expert on IRA issues. This position reports to the Main Office Branch Supervisor. The IRA Specialist does not have any direct supervision duties. 

Key Responsibilities:

• Provide member support in person, by phone and electronically
• Responsible for all aspects of IRA transaction processing such as contributions, transfers, rollovers and account closures.
• Facilitate and help with various projects related to IRA processing, reporting, vendor relations and other IRA related activities
• Provide support to staff members on various types of accounts including:
  • Individual / Joint
  • Payable on Death
  • ESA Coverdell
  • Conservatorship
  • UTM
  • Estate
  • Trust
  • Representative Payee
  • Inherited IRA

• Provide accurate and timely information related to Credit Union policies and procedures
• Process and verify new and revised IRA documentation for accuracy and completeness
• Assist with annual IRA tax document processing and review
• Assist with RMD distribution processing as needed
• Remain updated on all Federal and State Laws as well as compliance regulations that are related to job functions
• Assist with CD rates through market research, publishing rates and communication of rates
• Stay updated on NCUA coverages and be able to effectively communicate how various accounts are covered to members and employees
• Help staff members on issues related to check orders
• Assist employees by opening and providing support on their accounts at the Credit Union.
• Review and mail monthly / quarterly checks
• Serve as are resource for staff members that are working through deceased member account issues
• Maintain postage equipment and work directly with assigned vendors for supplies, equipment maintenance etc.

Essential Qualifications and Competencies:

• College degree preferred
• 1 – 3 years related experience preferably in a credit union or financial institution with an emphasis on IRAs and CDs
• Excellent written and oral communication skills
• Proven ability to uphold necessary confidentiality
• Ability to interact positively with management, volunteers, coworkers, and credit union members
• Sound analytical and critical thinking skills
• Ability to prioritize multiple, and sometimes conflicting tasks

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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 

Apply Today

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

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

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