24 jobs found

SUMMARY Performs critical IT functions such as design, analysis, evaluation, testing, troubleshooting, debugging and implementation of all aspects of IT infrastructure including business applications, servers, storage and databases in support of multiple functional areas. Responsible for project planning and implementations of Enterprise solutions. Assists in the recommendation for improvements and the development of technical standards. Routinely works on problems of diverse scope that require in-depth technical analysis and frequent creative resolution. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide day-to-day technical support for internal IT staff and business partners required for applications, server, storage databases and general IT infrastructure and other Data Center issues. Install, configure, troubleshoot servers, storage, databases, backup, and telephony solutions in a heterogeneous Data Center environment. Ensure and maintain the highest possible security standards and practices in accordance with company and IT Security policies and procedures, especially as they relate to application, management, Data Center and overall IT infrastructure security. Administer and maintain backup, disaster recovery and business continuity systems and protocols in accordance with company and IT policies and procedures. Contribute to the development, testing, evaluation and design of IT standards, systems, infrastructure and solutions. Coordinate with multiple functional areas and vendors on the planning, upgrading, testing and servicing of Enterprise solutions. Assess, design, build and support complex SQL Cluster and Oracle infrastructures and the applications that connect to them. Experience working with database integrity, backups, SQL scripting, maintenance plans, database patching on production databases. Configure alerting and monitoring of all applications and databases to ensure high levels of system availability. Assess, design, build and support Virtual Infrastructures (VI) including server and storage platforms using VMware vSphere. Assess, design, build and support Active Directory infrastructures. Assess, design, build and support HP-UX and Linux infrastructures. Assess, design, build and support network storage (SAN/NAS) and backup environments (D2D). Maintain awareness of new technologies. Complete other duties as assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE                                                    Four-year college or university degree; or five to eight years related experience and/or training; or equivalent combination of education and experience. CERTIFICATES, LICENSES, REGISTRATIONS The following professional certifications are preferred: Microsoft Certified Solutions Associate (MSCA): SQL Server 2012/2014 Microsoft Certified Solutions Associate (MSCA): Windows Server 2012 or higher TECHNICAL SKILLS  Strong Knowledge and experience with the following technology is preferred: SQL Server Clustering/Oracle VMware vSphere HP 3PAR/EMC VNX HP BCS/Cisco UCS Microsoft Windows Server 2008R2/2012/2016 HP-UX/Red Hat Linux HP Data Protector OTHER SKILLS AND ABILITIES                                               Must be a self-starter, able to work without constant supervision Strong investigation, remediation, and reporting intuition Demonstrated ability to work in a team environment Strong analytical and problem solving skills Strong written and verbal communication skills OTHER QUALIFICATIONS                                             5+ years of hands-on experience managing complex Microsoft SQL Server and/or Oracle environments with a focus in high availability and disaster recovery. 5+ years of experience with VMware or a competitive virtualization software solution. 3+ years of experience maintaining the health of a large Active Directory environment. 3+ years of experience administering DNS, WINS, and DHCP. Experience migrating servers and/or virtualizing servers. Experience configuring Group Policy Objects to secure a Windows infrastructure. Experience in remediating security deficiencies within the Active Directory environment. Must be detail oriented and willing to work as part of a team. Must be customer service oriented to provide the highest level of customer satisfaction. Strong troubleshooting, research and communications skills are required. Ability to work independently, self-motivated and multitask on multiple project needs is required. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

SUMMARY Under the direction of a Senior Mortgage Officer, originate real estate loans from various lead sources.  Provide exceptional service while guiding members through the home loan process.  Analyze members’ financial data and use that information to provide them with home loan products that meet their needs. ESSENTIAL DUTIES AND RESPONSIBILITIES Originates real estate loans on behalf of the Senior Mortgage Officer. Analyze detailed financial and credit data, matching borrowers needs with an appropriate loan program and level of risk. Make outbound calls to realtors and prospects and schedule appointments. Maintain constant communication with members, vendors, and other staff to uphold clear expectations throughout the closing process. Responsible to send required documentation to Mortgage Assistant in a timely fashion so up-front mortgage RESPA disclosure requirements can be met. Maintain current, complete & accurate status in origination systems for all loans assigned. Submit timely, accurate and complete mortgage files to Real Estate Operations for processing, underwriting, doc drawing and funding. Follow up on assigned referrals in timely fashion Connect weekly with processor to verify status of loans in pipeline Meet minimum production goals assigned. Other duties as assigned. QUALIFICATIONS To perform this job successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below represent the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE Associate's degree (A.A.) or equivalent from two-year college or technical school; three to five years related experience. LANGUAGE SKILLS Ability to read and interpret documents such as title reports, loan applications, loan disclosures, and policy and procedure manuals.  Ability to write routine reports and correspondence.  Able to effectively communicate loan status and upcoming time frame expectations with members, 1st   Mortgage Officers, Realtors and other referral partners. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as origination fees, discount points, interest, commissions, PITI payments, & percentages. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. CERTIFICATES, LICENSES AND REGISTRATIONS NMLS license OTHER SKILLS AND ABILITIES Ability to type 35 words per minute Prior residential lending experience Familiar with LOS systems, and underwriting & funding requirements OTHER QUALIFICATIONS Strong sales and organizational skills Availability to assist borrowers on evenings and weekends Detail-oriented Customer service experience Excellent communication skills Solution oriented problem solver Demonstrated drive, initiative & desire to get work done quickly Strong desire to continue learning about the residential mortgage industry, provide cutting edge support and improve the financial well-being of SAFE’s members Proficient in MS Office Applications (Outlook, Excel, Word, Power Point) Mortgage Industry experience PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to walk and reach with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually light to moderate. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Call Center Service Representative I, IIJob Title:Call Center Service Representative I, IIJob Type:Full-Time, 38-40hrs. Plus Full BenefitsLocation:Rancho Cordova, CA  Job Description: We are proud to be an EEO/AA employer. We maintain a drug-free workplace. SUMMARY Responsible for assisting members with financial needs, questions and transactions. Cross-sells appropriate Credit Union products and services to members in order to help SAFE achieve its financial service sales and referral goals. Provides continuous quality service to all members. ESSENTIAL DUTIES AND RESPONSIBILITIES • Assist members with all general inquiries on accounts and loans. • Process member transaction requests, including inputting check orders through Clarke American. • Problem-solve with members regarding account concerns. • Input loan applications for all loans including Home Equity lines/loans. • Explain, promote, refer and sell Credit Union products and services using consultative selling techniques. • Quote rates ranges from SAFE’s Savings/Loans Rate Sheets. • Conduct member profiling to determine member needs. • Open sub-share accounts (Checking, Money Markets, Special Purpose Savings, Certificates, and Holiday Club Accounts). • Achieve individual sales and services goals (Call Monitors/Mystery Shops, Adherence, and Call Volume). • Process mail. • Confer with other departments to resolve member questions and concerns. • Maintain posting drawer and ensure drawer balances daily. • Provide support to Service Representative I’s. • Maintain an ongoing awareness of developments/changes in policies, procedures, products and services. • Adhere to Attendance and Punctuality Guidelines. • Complete other duties as assigned. EDUCATION AND/OR EXPERIENCE High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience

SUMMARY Responsible for the architect and product vision of the credit and debit card portfolio for both SAFE’s consumer and commercial members, including development, participation, profitability, roll-out and testing to ensure overall contribution to organization. Conduct comparative analysis against competitors and provide strategic planning of payment product direction and features., vendor management, disclosure management, budgeting, promotions, and product marketing. Will manage and influence all aspects of card product lifecycles, including business and risk analysis.   Monitors and maintains existing portfolios by ensuring product offerings are competitive, current, member segment applicable, and meet member experience expectations. The Product Manager develops and implements strategic plans for the program and facilities close partnerships with internal and external partners. ESSENTIAL DUTIES AND RESPONSIBILITIES • Develop and execute a strategic payment product plan. Develop, maintain, and fully understand product descriptions, including how the products work from start to finish. • Research new and existing payment products. Monitor industry trends, including researching competitor practices and pricing.   • Develop annual plans and ongoing forecasts, including identification of variances and development of corrective tactics as they develop (across both short and longer-term horizons). • Understand cardholder lifecycle management, recommend and champion product development, product enhancements, product elimination, margin or retention improvement actions and additional new revenue opportunities. • Develop strategic promotional programs to increase card penetration, usage and that deliver the highest value to cardholders while maximizing program returns. • Demonstrate an ongoing awareness of competition strategies, knowledge of their product offerings, and pricing patterns. Recommend new products, promotions, and changes to ensure SAFE is competitive in keeping SAFE’s cards top of wallet and top of mind. • Develop portfolio and member base segmentation strategies to deliver the highest value to cardholders while maximizing marketing program returns. • Responsible for effective product communication and knowledge oversight of product features, benefits, and promotions to Credit Union staff. • Ensure product enhancement and new product development process is aligned with the member/industry needs, credit union philosophy, organizational resources and current strategies. • Leverage industry and credit union data, market research, key learnings, and best practices to add value and deliver relevant insights and recommendations. • Have command of the intricacies of each payment product line, and serve as the in-house expert on a number of product-related issues. • Foster relationships with third party providers that assist SAFE in delivering best in class solutions and results as well as ensure optimum customer service, quality, accuracy and responsiveness. • Work with all levels of management in product development, as well as collaborate with internal departments on evaluation, implementation launch, and ongoing servicing. • Serve as lead contact for compliance functions as related to card specific compliance requirements.   • Other duties as assigned. SUPERVISORY RESPONSIBILITIES • Write and conduct quarterly and annual performance evaluations, including setting short and long term goals as well as defining any required training and development plans. Coach and counsel subordinates, give positive reinforcement, recognize and reward staff when warranted. Perform disciplinary actions when applicable. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Knowledge of the financial services industry • In depth knowledge of card payment industry • Knowledge of Credit, Debit, ATM, Gift, and Prepaid card functions, Visa and other non-Visa networks • Knowledge of and ability to analyze major network interchange structure and processing • Knowledge of CO-OP’s Shared Branching processing and ATM network • Comprehensive knowledge of federal and state regulations, Credit Union policies, and Visa rules • Customer service orientation • Time management and prioritization • Ability to read and interpret card related disclosures • Ability to read, interpret, and write routine reports, correspondence, and procedure manuals • Ability to speak effectively before groups of customers, employees, and senior management   • Ability to perform root cause analysis   • Knowledge of Project Management methodologies • Knowledge of financial institution risk assessment, risk mitigation, and internal control practices • Ability to multi-task, set priorities, and execute action plans in order to meet organization goals and deadlines EDUCATION AND/OR EXPERIENCE Bachelor's degree (B. A.) from four-year college or university Five (5) years financial institution experience Three (3) years card product management experience (card operations experience ok) An equivalent combination of education and experience may be considered. OTHER SKILLS AND ABILITIES • Is committed to developing professionally, attends professional conferences, focuses on best practices, values cutting-edge practices and approaches; takes advantage of a variety of learning activities, introduces newly gained knowledge and skills on the job. • Shows ability to plan, schedule, direct work of self and others; balances task requirements and individual abilities; organizes materials to accomplish tasks, sets challenging yet achievable goals for self and others. • Communicates a vision and inspires motivation; engages with others (direct-reports and peers) in a team process to solve problems; works to find win/win resolution of differences; is aware of how management style impacts staff productivity and development; modifies leadership style to meet situational requirements; helps team stay focused on major goals while managing within a context of multiple directives. • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create client/customer solutions. Technical/professional expertise is demonstrated through problem solving, applying professional judgment, and competent performance. • Sets high standard and well-defined, realistic goals for one’s self; displays a high level of effort and commitment towards completing assignments in a timely manner, works with minimal supervision; is motivated to achieve. • Takes action without being asked or required to; achieves goals beyond job requirements; being proactive; taking prompt action to accomplish objectives. • Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message, and invites response and feedback. Keeps others informed as appropriate. Demonstrates good written, oral, and listening skills. • Excellent planning, interpersonal, influencing, and problem solving skills are required • Must have demonstrated ability to motivate people & find common ground to achieve objectives • The ability to develop and forecast budgets for current and future years. • Superior verbal and written communication skills, including ability to tailor communications based on audience • Strong understanding of financial products and services, digital transformation and emerging technologies preferred. • Ability to act quickly and triage in a crisis situation to make decisions and keep key constituents informed of the situation • Organize and execute work to goals and end dates; demonstrates a sense of urgency around problems • Excellent relationship management skills • Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment • Promoting effective coordination between work groups • Proven track record of building influential relationships with internal customers; ability to influence across departmental lines without direct authority • Ability to think strategically and identify and understand business needs and translate into strategic direction, plans and solutions • Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness checks work to ensure completeness and accuracy. • Experience working with IT groups to create technical solutions for business needs. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Job Description: We are proud to be an EEO/AA employer. We maintain a drug-free workplace. SUMMARY Responsible for providing members with consultative quality service. Processes member transactions. Cross-sells credit union products and services that will benefit the members. These activities may be performed on the platform, teller line, and Advance Service Counter as needed. ESSENTIAL DUTIES AND RESPONSIBILITIES • Develop and maintain positive member and staff relationships. • Initiate Sales/Service activities: - Develop, set, and achieve personal sales and referral goals. - Assist in achievement of branch sales goals. - Refer members to Real Estate,SAFE Financial Services, and Business Specialist/Development Officer for assistance as appropriate. - Assist in developing and conducting branch sales programs, as requested. - Develop and maintain a proactive book of business to create ongoing and new sales opportunities through outbound sales calls - Participate in Benefit Fairs and offsite events to expand membership and book of business. • Provide consultative member service. • Achieve and maintain appropriate Mystery Shop and Survey scores through excellent service. • Conduct member-profiling methodology to determine member needs; confer with members on various products and services. Explain benefits and features. • Open New Account Products. • Accept loan applications, perform loan funding, participate in the audit process. • Maintain, sell and process Visa gift cards, debit and credit products. • Provide transactional member service in all areas of the branch. - Greet all members pleasantly and by name. - Accept and process deposits, withdrawals, payments, cashier checks, and cash advances according to SAFE’s policies. - Process over the counter requests for cashier checks, money orders and travelers’ cheques. - Thank members for their business. • Maintain and balance individual cash drawer throughout the day and at end of shift. • Assist in the opening, balancing and closing functions of the branch. • Participate in training and development of teammates as requested. • Maintain files, complete regulatory reports, and assist with other duties as assigned. • Participate in self-development and training programs. • Acquire personal skills through ongoing internal/external programs. • Assist team with overrides and approvals as authorized by branch management. • Resolve errors and member complaints. • Act in a supervisory capacity as requested. • Complete other duties as assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE Associate's degree (A. A.) or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of organization. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS N/A OTHER SKILLS AND ABILITIES • Communicate effectively. • Ability to function in a team environment as a proven team player. • Ability to make decisions and take responsibility for them. • Ability to act in a lead capacity when needed. OTHER QUALIFICATIONS N/A PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

GENERAL DESCRIPTION: Communicates and interacts with members for the prompt resolution of delinquent and negative accounts to minimize The Golden 1 non-performing asset accounts. TASKS, DUTIES, FUNCTIONS: Place and receive a high volume of inbound and outbound calls in effort to negotiate re-payment plans for past due and negative accounts. Identify, investigate, and resolve delinquent and negative account activity. Accept incoming telephone inquiries for the resolution of delinquent accounts from branches, members, and other credit union staff. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Communicate and interact with the Golden 1 staff to gather information for resolution of delinquent accounts. Prepare and process all pertinent documentation necessary to resolve delinquent accounts. Review Credit Union records and transactions to resolve misapplied payments, researching account transactions to ensure that payments are properly credited. Evaluate payments (regular and irregular) being made on delinquent accounts and determine how the payment will be applied; i.e., principal, interest, escrow, and late charges, or possibly return payment if foreclosure proceedings have been initiated or payment is unacceptable. General knowledge of repossessions from assignment through insurance claims, if warranted, and disposal/deficiency. Other duties as assigned. Compliance with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations related to Collections. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to interact with members and provide constructive follow-up on delinquent accounts. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Branch management, staff, Payroll Deduction, Electronic Services, Centralized Lending, Records Management, and Compliance and Risk Management. EXTERNAL: Members, law enforcement agencies, judicial departments, peer collectors, or groups that will result in resolution of delinquent accounts. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum is required. EXPERIENCE: Six months up to 1 year performing general collection duties in a collection environment. KNOWLEDGE/SKILLS: Strong oral and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, Visa terminal, credit union and collection rules, regulations, and policies. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish #LI-NM1IND-123#LI-POST#GD

GENERAL DESCRIPTION: This Member Service Representative I is an energetic and goal-oriented individual who has a passion for service excellence. As a team member you are eager to build strong long-term relationships through the servicing of Golden 1 members in a professional, efficient, respectful manner providing a positive member experience. The MSR I responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member. Identify, investigate, and resolve basic member concerns, as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information accurately. Achieve performance standards commensurate to grade level in call volume, phone efficiency in a fast-paced environment and quality. Appropriately identify solutions to address/resolve members inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures and systems for Member Service Representative I functions. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services. Complete Regulatory Training Modules as required. Model Golden 1 core values. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to ensure an exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL : All levels of management and staff. EXTERNAL : Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION:   Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE:   One year customer service experience and/or six months financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE/SKILLS: Strong oral and written communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while reolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level in call volume, phone efficiency and Quality Assurance. Skill testing related to product knowledge (PKOR). Knowledge of intranet/internet. Bilingual skills a plus - English/Spanish. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine and telephone. Occasional movements throughout the department daily to interact with staff, accomplish

GENERAL DESCRIPTION: The Help Desk Coordinator is the initial point of contact for all Golden 1 end users and for all technical assistance and support related to computer systems, hardware, or software. This position responds to queries, runs diagnostic programs, isolates problems, determines and implements solutions. This position is also responsible for the administration of network and systems access for all end users and vendors ensuring compliance with credit union corporate policies. TASKS, DUTIES, FUNCTIONS: Provide support using remote diagnostics and access tools to internal and offsite employees. Answer phones and respond to tickets via the Helpdesk ticketing system and email. Provides resolution and completion of end-user issues and requests within service level agreements. Administration of employee and vendor accounts access within the Golden 1 network by provisioning and de-provisioning access, ensuring all applicable policies are complied with. Coordinates, supports, and assists with the implementation of desktop/mobile devices, network administrative access, and technical support in a courteous, timely, and effective manner. Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices. Coordinate and/or perform hands-on fixes at tier2 level for network connectivity issues in a WAN/LAN, WIFI and Teller Cash Dispensers in an Enterprise environment. Maintain tables, parameters, and setting within the VMS Host System for terminals, desktop computers, printers, and cash dispensers. Communicate all updates for proper maintenance of equipment to the appropriate staff. Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures. Develop, document and implement operating procedures and conducts training as required Develop and maintain a clear understanding of the business area needs and incorporating these needs into technical solutions by updating, developing and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems. Properly escalates when user and system related security standards are not adhered to Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Performs other job-related duties as necessary.   PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required with a focus on troubleshooting and error identification. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL:All levels of staff and management EXTERNAL: Vendors QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum and prerequisite completion Computer Technology classes. EXPERIENCE: Working knowledge of Microsoft Windows desktop operating system and MS Office. Working knowledge of system hardware to include, PC's, printers, iPhones, iPads, and laptops. Working knowledge with remote diagnostic tools like RDP, VNC, and MS Remote Assistant. Working knowledge of network and system troubleshooting. Demonstrates basic knowledge with systems security practices. 3. CERTIFICATIONS: CompTIA A+ or equivalent work experience PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday to accomplish tasks. Availability for emergency and on call duty 24 hours a day, 7 days a week, as needed. Occasional travel may be required. Lift and carry communications equipment and computer hardware weighing up to fifty pounds. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data. Hearing within normal range. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. May work additional work hours to accomplish tasks.

GENERAL  DESCRIPTION: The primary goal is to provide an exceptional member service and sales experience through efficient member transaction processing and the generation of sales through quality referrals. Manages, directs and supervises Branch MSR I, MSR II and Lead. Responsible for branch operations and assigned employee sales performance. Schedules branch employees to maintain an efficient staffing model to maximize resources. Ensures outstanding member service, compliance with all policies and procedures, meeting or exceeding all branch sales goals and objectives, while maintaining professionalism in the workplace. TASKS, DUTIES, FUNCTIONS: Train, develop, and evaluate assigned branch employees. Direct and schedule Branch activities. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti money laundering laws appropriate to the position. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Train and counsel employees in sound operations/lending practice and cross-selling techniques. Coach, develop and manage staff performance to meet or exceed all sales and service goals and objectives. Conduct employment interviews. Hire, train, develop, direct, schedule, evaluate and recommend monetary increases on all assigned branch employees. Communicate and interact with members to provide the highest quality of service and cross sell products and services to meet or exceed all sales goals and objectives. Assist Branch Sales Manager in planning and organizing of branch outbound sales call efforts and participate in calling events. Prepare, analyze, and control all required logs. Implement internal audit and security procedures and controls. Identify, investigate, and respond to operational/lending irregularities. Monitor and oversee the ATM and TCD performance effectiveness. Maintain a current working knowledge of financial industry rules, regulations, and sound methods and practices. Prepare and participate on special and standing committees. Assure that the physical maintenance and overall appearances of the branch facility are satisfactorily maintained at all times. Communicate and interact with support vendors providing branch products and services. Plan and participate in meetings at the Administrative Office to provide for proper information flow among management and staff. Audit operation/lending actions for procedural and policy compliance and perform control as required. Direct the proper acquisition of supplies and materials. Complete the Sales and Service curriculum (Teller Referral, Basic Selling Skills and Retail Sales Leadership) successfully. Complete the Operations Branch Manager Skills Test successfully. Support and maintain all assigned branch objectives. Assist in staffing teller and/or member service areas as required; may occasionally be requested to fill in at another branch location or back office department. Perform Notary Public services as needed. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Oral and written communication skills required to appropriately train and advise staff and members on policy, procedures, and products. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including facsimile, telephone, typewriter, and adding machine. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL:   All Branches, Support Departments, and Administrative management and staff. EXTERNAL:   Members, vendors, peers in financial institutions, and credit union associations including auto club, vehicle dealers, and loan applicant references. QUALIFICATIONS: EDUCATION:   Successful completion of High School curriculum is required. Associate of Arts Degree in Business Administration, Finance, or Human Resources is desired, or equivalent experience desired. EXPERIENCE:   Three years or more in a progressively responsible supervisory capacity within a financial institution operations area and/or lending experience. KNOWLEDGE/SKILLS: Leadership skills as well as ability to work as part of a team. Strong oral and written communication skills. Skilled in office automation technology, has computer aptitude, knowledgeable of video security system, vault procedures. Sound knowledge of the methods and principles of business administration. Ability to work as part of a team. Flexible employee coaching skills to meet individual employee needs. Solid knowledge of financial concepts, and products and services offered by Golden 1. Proven ability to inspire and motivate employees to exceed sales and service goals. Proven ability to meet and/or exceed individual service and sales goals. Professional (Verbal/Written Communication and Presence). Demonstrated positive demeanor and outgoing attitude . PHYSICAL REQUIREMENTS: a) Frequent movement within the branch through the workday to assist other staff and members in performance of tasks. b) Must sit for prolonged periods at other times. c) Throughout the workday, lift and carry supplies to the work area, including cash, cash cans, and various pieces of equipment weighing up to thirty pounds. d) Minimal travel by car or public conveyance to attend meetings. e) Corrected vision in the normal range. f) Corrected hearing in the normal range. A telephone device to enhance hearing will be provided if needed. g) Unusually long work hours may be required to accomplish tasks.

GENERAL DESCRIPTION: Under the direction of the Senior Manager of Shared Services, this position is responsible for managing and maintaining the centralized complaint process. Retrieve and analyze open complaint cases, update/complete missing data, review, research, investigate and compile supporting documents. Determine the best course of action and create appropriate response, obtain approval, deliver response, and manage case lifecycle. Identify operational improvement opportunities, identify potential regulatory concerns, and develop process improvement recommendations. TASKS, DUTIES, FUNCTIONS: 1. Manage the centralized complaint end-to-end process, ensuring all complaints (verbal and written) are properly handled from intake through resolution. 2. Review, research, investigate, and compile supporting documentation for all open complaints from applicable sources/applications/systems. 3. Perform timely enhanced root cause and trend analysis, and identify operational improvement opportunities that may result in the development or changes to training, policy and procedures, and process. Develop and present recommendations to appropriate stakeholders. 4. Identify operational improvement opportunities, identify potential regulatory concerns, and develop process improvement recommendations. 5. Monitor and manage all cases within complaint management system to ensure appropriate classification and SLA expectations are met. 6. Analyze all complaints to identify incomplete cases with missing data; correct incomplete cases accordingly. 7. Analyze, determine proper classification and type of response, and create appropriate responses for all complaints, both verbal and written. 8. Manage approval process to obtain appropriate approvals and timely deliver responses to internal and external customers. 9. Responsible for inbound/outbound calls from/to internal and external customers to ensure complaints are resolved timely. 10. Maintain confidentiality of documentation and communications from and to consumers related to complaints or complaint resolution. 11. Maintain thorough knowledge and understanding of corporate and departmental policies and procedures. 12. Maintain thorough knowledge and understanding of state and federal compliance laws, rules, regulations, and procedures. 13. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: 1. Effective oral and written communication skills required to read, post, and handle complex computer programs and reports. 2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS:  1. INTERNAL: All levels of staff. 2. EXTERNAL: Members and authorized third parties. QUALIFICATIONS: 1. EDUCATION: Bachelor's Degree (BA/BS) preferred. May be considered if individual demonstrates skill level appropriate for the position. 2. EXPERIENCE: Four years or more related experience within disciplines as noted above with emphasis on consumer financial protection regulations, state and federal laws, complaint resolution and/or problem solving. Banking, Credit Union, or other financial services industry experience required. 3. KNOWLEDGE/SKILLS: Strong writing skills and oral communication skills. Strong analytical and comprehensive skills. Ability to work well with others in a dynamic team environment. Ability to work independently, multi-task effectively and meet deadlines with limited supervision. Ability to develop and communicate recommendations for improvement opportunities and influence positive outcomes. Strong foundation in credit union philosophy, member service and member experience. Strong knowledge of state and federal compliance laws, rules, regulations, and procedures. Strong personal computer skills with systems applications (Microsoft Office: Excel & Word, Visio, Adobe Acrobat, PowerPoint, etc.). PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday with occasional mobility required. 2. Corrected vision within the normal range. 3. Hearing within normal range. A device to enhance hearing will be provided if needed. 4. Ability to lift 15 lbs. as may be required. 5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. 6. Minimal travel to attend meetings by car and/or public conveyance for conferences due diligence reviews or training sessions held at out-of-area locations or across the United States. Overnight travel may be required on a limited basis as needed to support strategic development initiatives and occasional long hours may be needed to accomplish work. GENERAL DESCRIPTION: Under the direction of the Senior Manager of Shared Services, this position is responsible for managing and maintaining the centralized complaint process. Retrieve and analyze open complaint cases, update/complete missing data, review, research, investigate and compile supporting documents. Determine the best course of action and create appropriate response, obtain approval, deliver response, and manage case lifecycle. Identify operational improvement opportunities, identify potential regulatory concerns, and develop process improvement recommendations. TASKS, DUTIES, FUNCTIONS: 1. Manage the centralized complaint end-to-end process, ensuring all complaints (verbal and written) are properly handled from intake through resolution. 2. Review, research, investigate, and compile supporting documentation for all open complaints from applicable sources/applications/systems. 3. Perform timely enhanced root cause and trend analysis, and identify operational improvement opportunities that may result in the development or changes to training, policy and procedures, and process. Develop and present recommendations to appropriate stakeholders. 4. Identify operational improvement opportunities, identify potential regulatory concerns, and develop process improvement recommendations. 5. Monitor and manage all cases within complaint management system to ensure appropriate classification and SLA expectations are met 6. Analyze all complaints to identify incomplete cases with missing data; correct incomplete cases accordingly. 7. Analyze, determine proper classification and type of response, and create appropriate responses for all complaints, both verbal and written. 8. Manage approval process to obtain appropriate approvals and timely deliver responses to internal and external customers. 9. Responsible for inbound/outbound calls from/to internal and external customers to ensure complaints are resolved timely. 10. Maintain confidentiality of documentation and communications from and to consumers related to complaints or complaint resolution. 11. Maintain thorough knowledge and understanding of corporate and departmental policies and procedures. 12. Maintain thorough knowledge and understanding of state and federal compliance laws, rules, regulations, and procedures. 13. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: 1. Effective oral and written communication skills required to read, post, and handle complex computer programs and reports. 2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 1. INTERNAL: All levels of staff. 2. EXTERNAL: Members and authorized third parties. QUALIFICATIONS: 1. EDUCATION: Bachelor's Degree (BA/BS) preferred. May be considered if individual demonstrates skill level appropriate for the position. 2. EXPERIENCE: Four years or more related experience within disciplines as noted above with emphasis on consumer financial protection regulations, state and federal laws, complaint resolution and/or problem solving. Banking, Credit Union, or other financial services industry experience required. 3. KNOWLEDGE/SKILLS: Strong writing skills and oral communication skills. Strong analytical and comprehensive skills. Ability to work well with others in a dynamic team environment. Ability to work independently, multi-task effectively and meet deadlines with limited supervision. Ability to develop and communicate recommendations for improvement opportunities and influence positive outcomes. Strong foundation in credit union philosophy, member service and member experience. Strong knowledge of state and federal compliance laws, rules, regulations, and procedures. Strong personal computer skills with systems applications (Microsoft Office: Excel & Word, Visio, Adobe Acrobat, PowerPoint, etc.). PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday with occasional mobility required. 2. Corrected vision within the normal range. 3. Hearing within normal range. A device to enhance hearing will be provided if needed. 4. Ability to lift 15 lbs. as may be required. 5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. 6. Minimal travel to attend meetings by car and/or public conveyance for conferences due diligence reviews or training sessions held at out-of-area locations or across the United States. Overnight travel may be required on a limited basis as needed to support strategic development initiatives and occasional long hours may be needed to accomplish work. LICENSES/CERTIFICATIONS:  Compliance Certification preferred but not required. #LI-NM1 IND-123 #LI-POST #GD

1. Drives the Office of the EVP/SVP by managing an extremely active calendar of appointments and prioritizing accordingly; provides the EVP/SVP with background information, meeting summaries, and/or supporting documents in preparation for scheduled appointments, meetings, and speaking engagements. 2. Coordinates conference scheduling and registration of travel arrangements for the EVP/SVP. Prepares complex and detailed travel arrangements and itineraries in an organized and useful manner. Prepares the EVP/SVP for meetings and travel by providing necessary information and reports for engagement. 3. Prioritizes conflicting needs; handles matters expeditiously and proactively, and follows through on projects to successful completion, often with deadline pressures. 4. Greets and screens visitors in a friendly and helpful manner. Tactfully handles inquiries/concerns, including those seen as confidential or sensitive in nature. Provides a bridge for smooth communication between the EVP/SVP's office and internal departments. 5. Researches, prioritizes, and follows up on incoming issues and concerns addressed to the EVP/SVP. Determines appropriate course of action, referral, or response. Interacts with all levels of management and staff on issues or concerns, and make decisions as necessary. Exercises tact, judgment, initiative, and knowledge of EVP/SVP's functional areas to determine those that can be handled by subordinates, staff, and other offices. 6. Composes executive-level communications for signature by or on behalf of the EVP/SVP. Creates, develops, modifies, and analyzes reports using business best practices. Distributes reports timely and accurately. Consolidates large amounts of data and information into an easy-to-read format. 7. Maintains a thorough understanding of Corporate policies. 8. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 9. Attends management meetings as requested. Records and prepares minutes in conformity with best practices. Prepares summaries for follow up and then follows through to completion. 10. Provides support and backup to Executive Assistants within Administration, as needed. 11. Completes EVP/SVP expense reports. 12. Identifies issues before they become problematic and offers innovative solutions that are in compliance with policies. 13. Performs other assignments as required. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 1. INTERNAL: All levels of staff and management. 2. EXTERNAL: Members, regulators, credit union industry associations, community and strategic partners, travel agency personnel, and other individuals and groups contacting management. QUALIFICATIONS: 1. EDUCATION: Minimum of AA degree in business related courses preferred. 2. EXPERIENCE: Five plus years of solid experience in Executive Assistant work required. Three plus years of progressively responsible work experience working for senior management positions. 3. SKILLS & ATTRIBUTES: Superb professionalism, tact, diplomacy, and discretion. Proactive mentality with excellent problem solving and judgment skills in a fast paced setting and with a strong work ethic. Anticipate assistance by identifying issues, needs, options, and solutions before being asked. Knowledge of the Credit Union and its goals and awareness of business initiatives and priorities Quick learner, responsive, ability to multi-task, and strong time and calendar management and organizational skills. Strong project management skills to track multiple concurrent projects and follow-through with senior management as required keeping deliverables and deadlines on track to successful completion. Independent worker with ability to be flexible and work in a team environment. Demonstrated advanced proficiency with Microsoft Windows Office Suite (Word, Excel, Outlook, and PowerPoint), Adobe Acrobat, Survey tools, and other standard office equipment (telephone, facsimile, copier, etc.). Strong verbal and written communication skills with astute attention to grammatical details. Strong interpersonal skills, friendly, and adaptable. Demonstrates exceptional service, professionalism, and confidentiality in all interactions and communications. 4. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Corrected vision and hearing within the normal range. A device to enhance hearing will be provided if needed. Occasional lifting, bending, and stooping throughout the workday, weighing up to fifteen pounds. Limited local and statewide travel by car or public conveyance. Unusually long work hours may be required to accomplish tasks.   #IND-123#LI-DA1#CB

GENERAL DESCRIPTION: Defines, manages and oversees the areas of company technology, seven days a week, twenty-four hours a day, that are applicable to IT systems and support. Develop, implement and manage business technology objective plans, goals and project activities. Coordinates the design, development, implementation, and operation of systems. Analyzes present technologies in order to evaluate the feasibility of such technology for current and future growth. Proactively makes recommendations for technology improvements as well as educates all levels of staff on system concepts as needed. Responsible for effective data and system recovery to include disaster recovery planning, implementation and periodic testing. Ensures that staff areas are adequately covered and managed at all times and that documentation and procedures are maintained. Follows up on information technology security issues, audit findings and system implementations to ensure that systems are operational and secured appropriately. TASKS, DUTIES, FUNCTIONS: Oversee the day-to-day operations of information technology including help-desk, desktop support, computer systems, computer operations, voice and data communication systems, disaster recovery planning, testing and implementation, vendors, data centers, operating systems and hardware environments. Respond to the needs of the technology division seven days a week, twenty-four hours a day, and be prepared to oversee critical initiatives or production issues daily. Maintain a current environment and introduce change with adequate testing and preparation to minimize impact to internal system users and members. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Develop and manage project plans, technology strategies and goals. Develop business and technical case studies that explore detailed concepts, enhancements, resource utilization and trends while recommending and overseeing appropriate action for maintenance and improvement. Ensure that effective capacity planning takes place across the technology delivery channels whether for the member or for the internal end user. Review, submit, recommend and implement various requests for new or additional equipment or systems. Responsible for developing, managing, monitoring performance, policy compliance and reporting staff findings to management. Develop, review, modify, and implement standards and procedures for all facets of technology systems. Active contributor to meetings and projects both internal to the technology team as well as those assigned to throughout the business. Evaluate technology system efficiencies and deficiencies and make recommendations and take actions where appropriate.     PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to manage the IT Systems and Operations departments. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Board, Supervisory Committee, CEO, Senior Management, and all levels of staff. EXTERNAL: Vendors and Suppliers. QUALIFICATIONS: EDUCATION: Bachelor's Degree in Business Administration, Finance, Accounting, Computer Science, or Management Information Systems preferred. Master's Degree in related areas considered a plus. EXPERIENCE: At least 7 years of technology related experience is required. Five of these years must be in a management capacity in a medium to large Information Technology organization. KNOWLEDGE/SKILLS: Competencies: Business Knowledge, Communications, Member focus, Leadership Skills, Interpersonal Skills, Project Management, Strategic Outlook, Team Building. Strong oral and written communication skills. Knowledge of financial industry business practices. Experience with large, medium and small systems. Experience in complex distributed computing environments. Knowledge of networking terminology, methods, and architecture. Experience with telephone switching equipment, terminology, and methods. Knowledgeable about operating systems including those utilized in client, server and midrange environments. Thorough familiarity with project management tools and methodologies. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Moderate travel by car or public conveyance. LICENSES/CERTIFICATIONS: Possession of a valid California driver's license is required.

The Member Solutions Manager will oversee inbound calls, outbound calls and online based productions teams who are responsible for providing our members with products and services as a solution to their financial needs. As the leader of multiple production teams, who interact with members across all market areas, an effective Member Solutions Manager will assure the clarity and strength of the Golden 1 brand by maintaining a thorough understanding of its various markets, demographics, socio-economic climates, as well as the evolving products and services Golden 1 is able to provide. An effective Member Solutions Manager has the ability to motivate production teams, develop supervisors, and create meaningful production strategies. This role is responsible for implementing tactics that drives and increases Golden 1 self-service products and services, while providing valuable feedback of the users experience to the appropriate business partners for ongoing enhancements to stay relevant and competitive in the financial services sector. This position will assist with planning, organizing, directing, and controlling all aspects of the Member Solutions team. The development of leadership and guidance of the supervisors who report up to this role are necessary to ensure success with achieving production and service goals and creating an engaged working environment. TASKS, DUTIES, FUNCTIONS: Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Assesses performance of all directs reports; rewards and recognizes strong performers and develops action plans to address performance issues. Tracks and monitors trends and challenges, identifying root causes and taking proactive steps to ensure success. Maintains strong working knowledge of employee's roles and responsibilities in order to serve as an effective leader, role model and coach. Assists team member in uncovering new review streams and opportunities for the Credit Union. Creates department level efficiencies and encourages team members to develop innovative production processes. Collaborates and fosters relationships with key business partners within the Credit Union to assist in the positive flow of production. Execute the Credit Union's overall strategy at a corporate level regarding brand awareness, market share growth and a consistent member experience. Effectively lead multiple productions teams to ensure a relationship building (member advocacy) approach paired with financial expertise is used to create value-added financial solutions to meet the needs of our members. Partner with Consumer/Mortgage Lending and Financial Services to ensure we are cross-serving our members to help them achieve their financial goals. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Develop and implement strategic production action plans that capitalize on opportunities, competitor's weakness, and support overall credit union member services, promotions and member satisfaction goals and expectations. Lead and coordinate service promotion activities, which include outbound calls, special service days, and outside marketing efforts, as needed and directed. Manage relationships between the Member Service Contact Center, Branches, and Mortgage Lending, Consumer Lending, Online Banking, and Financial Services partners to ensure cross-sells to meet shared company goals. Maintain a thorough knowledge of Golden 1 policies and procedures and current trends in the ecommerce environment. Serve as escalation point for challenges that affect the ecommerce teams. Provide back-up to Vice President as determined necessary. Ensure compliance with established security, internal audit, governmental regulations and policies and procedures for all ecommerce teams. Identify, analyze, develop, and recommend policy and procedure changes for implementation and for improved efficiencies. Support expense management and overall achievement of company goals. Perform other duties and projects as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to discuss Golden 1 products and services with members and potential members, resolve member concerns and conflicts, and provide management reporting. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL:   All levels of management and staff. EXTERNAL:   Members, vendors, peers in financial institutions, community associations and credit unions. QUALIFICATIONS: EDUCATION:   Bachelor's Degree in related field or equivalent work experience. EXPERIENCE:   Minimum of five years of progressively responsible contact center sales and production management experience in a service, new member acquisition and ecommerce environment. KNOWLEDGE/SKILLS:   Leadership skills, strong presentation skills, knowledge of operational procedures, electronic banking equipment, personal computer, oral and written communication skills, knowledge and understanding of ecommerce delivery systems, and sound knowledge of instructional methods and practices as well as a strong knowledge of the credit union data processing system. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 30 lbs. as may be required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Required to be on call 24 hours a day, seven days a week, in order to ensure timely and appropriate resolution of any issue that may arise regarding resources under scope of responsibility Required to carry a company-supplied mobile device for trouble and emergency notification purposes

GENERAL DESCRIPTION: This Member Service Representative I is an energetic and goal-oriented individual who has a passion for service excellence. As a team member you are eager to build strong long-term relationships through the servicing of Golden 1 members in a professional, efficient, respectful manner providing a positive member experience. The MSR I responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member. Identify, investigate, and resolve basic member concerns, as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information accurately. Achieve performance standards commensurate to grade level in call volume, phone efficiency in a fast-paced environment and quality. Appropriately identify solutions to address/resolve members inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures and systems for Member Service Representative I functions. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services. Complete Regulatory Training Modules as required. Model Golden 1 core values. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to ensure an exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL : All levels of management and staff. EXTERNAL : Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION:   Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE:   One year customer service experience and/or six months financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE/SKILLS: Strong oral and written communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while reolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level in call volume, phone efficiency and Quality Assurance. Skill testing related to product knowledge (PKOR). Knowledge of intranet/internet. Bilingual skills a plus - English/Spanish. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

GENERAL DESCRIPTION: Manage the mortgage processing, underwriting and closing functions for the Home Loans Equity Operations team. Manage the Equity processing and closing team to ensure that all mortgage loans are processed and closed in a timely, accurate and compliant manner. Manage the Equity underwriting team to ensure that all mortgage loans are underwritten accurately and in accordance with Golden 1 guidelines. Work closely with the team to provide market leading service and turn times on all mortgage applications. TASKS, DUTIES, FUNCTIONS: Oversee all underwriting, processing and closing functions within Home Loans on all home equity loans and home equity lines of credit. Develop, manage and maintain work flows for all stages of the equity process. This includes managing procedures at a high level to ensure that we are operating at maximum efficiencies at all times. Direct and counsel staff with their assigned functions. Measure and assess staff performance relative to adherence with the Credit Union's established production and performance standards. Address non-performing staff in an efficient and effective manner. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Maintain a thorough understanding of the credit union's credit culture and a current working knowledge of all mortgage products, policies and procedures. Communicate strategies that are focused on the delivery of key business goals. Facilitate formal classroom training, on the job training and provide on-going developmental training through applicable seminars/webinars as well as individual counseling. Investigate and respond to member concerns and complaints in a timely manner to ensure compliance with the Credit Union's policy and procedures for exceptional service. Collaborate with the Home Loans Senior Management team to identify, research and evaluate opportunities to enhance our operations. Work closely with the business analysts to ensure the timely reporting of lending production, pipeline management, statistics, trends and rate management to Senior Management. Assist in managing vendor relationships. Perform periodic testing of existing and new vendor applications, databases and systems to ensure that they are performing within standards. Serve as the acting manager when business-line managers are unavailable. Recommend/make decisions for business continuity. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills are required for operations training and development, preparing and presenting reports, and general daily communication with management, staff, and vendors. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.   ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL:   Home Loans staff, Management, Executive Group, Audit, Credit Risk, Loss Mitigation, Quality Control, Loan Servicing, Loss Prevention, Contact Center and Branch staff. EXTERNAL:   Members, external auditors, title companies, appraisal companies, mortgage insurance companies, other service providers, governmental agencies, investors, and real estate agents. QUALIFICATIONS: EDUCATION:   Bachelor's degree in business administration/management, or equivalent work experience.   EXPERIENCE:   A minimum of seven years processing and underwriting mortgage loans for a financial institution or similar experience, and at least three years of management experience is required. KNOWLEDGE/SKILLS: Demonstrated leadership and decision making abilities High level of member service Knowledge of federal and state laws and regulations and Golden 1 policies and procedures Oral, written and presentation skills must be well developed Excellent interpersonal and group dynamic skills Team player with supervisory and training skills Exceptional analytical skills and the ability to apply sound judgment while rendering decisions in a time-sensitive, production-driven environment is required Knowledge of automated systems PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required Corrected vision within the normal range Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 15 lbs. as may be required Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Minimal local and statewide travel by car or public conveyance Unusually long work hours may be required to accomplish tasks #LI-NM1IND-123#LI-POST#GD 

GENERAL DESCRIPTION: Communicates and interacts with members for the prompt resolution of delinquent and negative accounts to minimize The Golden 1 non-performing asset accounts. TASKS, DUTIES, FUNCTIONS: Place and receive a high volume of inbound and outbound calls in effort to negotiate re-payment plans for past due and negative accounts. Identify, investigate, and resolve delinquent and negative account activity. Accept incoming telephone inquiries for the resolution of delinquent accounts from branches, members, and other credit union staff. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Communicate and interact with the Golden 1 staff to gather information for resolution of delinquent accounts. Prepare and process all pertinent documentation necessary to resolve delinquent accounts. Review Credit Union records and transactions to resolve misapplied payments, researching account transactions to ensure that payments are properly credited. Evaluate payments (regular and irregular) being made on delinquent accounts and determine how the payment will be applied; i.e., principal, interest, escrow, and late charges, or possibly return payment if foreclosure proceedings have been initiated or payment is unacceptable. General knowledge of repossessions from assignment through insurance claims, if warranted, and disposal/deficiency. Other duties as assigned. Compliance with credit union policies, Fair Debt Collection Practices, and other applicable rules and regulations related to Collections. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to interact with members and provide constructive follow-up on delinquent accounts. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Branch management, staff, Payroll Deduction, Electronic Services, Centralized Lending, Records Management, and Compliance and Risk Management. EXTERNAL: Members, law enforcement agencies, judicial departments, peer collectors, or groups that will result in resolution of delinquent accounts. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum is required. EXPERIENCE: Six months up to 1 year performing general collection duties in a collection environment. KNOWLEDGE/SKILLS: Strong oral and written communication skills, facsimile machine, ten key, microfiche, electronic banking equipment, Visa terminal, credit union and collection rules, regulations, and policies. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish #LI-NM1IND-123#LI-POST#GD

GENERAL DESCRIPTION: Performs various finance and accounting functions for Golden 1 Credit Union, including but not limited to financial reporting, financial analyses and maintaining financial systems/models. Act as lead for employees in the Finance area. Employees in this area are cross-trained in several aspects of finance and accounting functions and will assist the Finance Management team in special projects. TASKS, DUTIES, FUNCTIONS: Develop and analyze data, supporting spreadsheets, charts, and reports to determine financial performance and profitability across markets, products, channels, and member demographics and enterprise-wide analytics. Develop and maintain financial performance-related expertise in assigned business areas to provide deep-dive analysis into metrics, trends and anomalies while providing insights to drive improvements. Coordinate the assessment of market, product, member, and channel performance to identify gaps and additional value areas to maximize performance. Compile data and prepare accounting/financial management reports for the Credit Union including, but not limited to, information for management reports related to the production of the Financial Plan and supporting budget, reports analyzing credit union position in relation to "peer" credit unions, reports analyzing data and profitability by channels and markets, reports analyzing the financial strength and stability of the credit union, analysis of the monthly financial statements and rate/volume variance reports for interest income and expense analysis, liquidity, investments as it relates to production of the Financial Plan, and ad hoc reporting. Lead and conduct the coordination, development, and maintenance of a multi-year ongoing Financial Plan, including strategic initiatives, human capital management, financial budget, and goal achievement. Maintain a thorough understanding of the general ledger accounts and financial statements, analyze, and communicate variances in support of the financial plan, profitability, and market and channel data. Analyze data and lead the research and development efforts undertaken to improve the Credit Union's products, services, and operations. Interface with various divisions to understand data and underlying operational processes. Gather and integrate data and contextual information to design rigorous analyses to support carefully crafted projections. Document approaches, assumptions, and findings. Prepare or create the more difficult or complex financial models, analyses, and spreadsheets that effectively present data and analytical findings as needed. Utilize advanced data analytics tools and techniques to build periodic trend analysis reports, presenting insights and findings that are relevant, actionable and visually appealing to management. Develop and provide written and verbal recommendations and alternative solutions based on the results of analyses, taking into consideration internal and external factors and the Credit Union's strategic goals and initiatives. Develop and maintain metrics, graphs, reports and any other means to measure and monitor Golden 1's financial position. This includes: querying, researching, analyzing, interpreting, and communicating qualitative and quantitative data associated with the credit union's financial strength and stability. Contribute to the development of tools and capabilities to create a truly "data-driven" culture. When engaged to do so, develop models around new programs and offerings, including revenue and cost impact of various alternatives. Work with various teams across the organization to develop benchmarking and recommendations. Collaborate with management and other areas of the Credit Union to define, analyze and study financial performance-related issues and data. This includes evaluating operational efficiency and effectiveness by researching and analyzing internal and/or external industry trends, markets and other operational benchmarks. Gathers, consolidates, prepares and validates data for analysis; prepares executive summaries and presents recommendations to management. Recommend enhancements to analytical modeling tools to further support strategic plans and initiatives. Increase productivity by developing automated applications, eliminating duplications and coordinating information requirements. Ensure data for all reports is accurate and reports are prepared in a timely and thorough manner. Update and maintain computerized finance/accounting models including, but not limited to profitability and budget models, analyze results through reports, graphs and other analytical tools, and make recommendations. Utilize various computer financial information systems including but not limited to current organization-wide and/or department specific software in the preparation of analyses, evaluation and reports. Contribute to and lead the creation of deliverables including preparing various and wide-ranging reports pertaining to corporate strategy. Manage implementation of various projects and validation for the Finance area Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Provide leadership, guidance, and training to employees in the department. Monitor progress toward significant strategic goals and policies. Maintain a current procedure manual for position functions. Conduct special studies, reviews, analyses, and all other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to prepare reports and perform other related tasks. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. Hand-eye coordination required to read, post, and handle complex computer programs and reports. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL:   All levels of staff and management. EXTERNAL:   Vendors, external auditors and other financial institutions and other business sources. QUALIFICATIONS: EDUCATION:   Bachelor's Degree; preferably in Accounting, Finance, or Economics. EXPERIENCE:   Five years related accounting and/or financial analyst experience. KNOWLEDGE/SKILLS:   Strong personal computer skills (Microsoft Office, Adobe Acrobat), Strong knowledge of GAAP, financial analysis, budgeting, and credit union accounting policies and practices; strong research, quantitative and qualitative data collection and analysis; strong time management, organizational skills; ability to multi-task effectively; make sound decisions in the absence of detailed instructions and work on own initiative; ability to use logical reasoning when interpreting facts; ability to make objective observations, examinations, evaluations, and written recommendations; strong independent work methods; ten key; numerical skills; excellent verbal and written communication skills; excellent problem solving and interpretation skills. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 15 lbs. as may be required .Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Minimal travel to attend meetings by car and/or public conveyance for conferences or training session held at out-of-area locations or across the United States (1--2 times per year).

GENERAL DESCRIPTION: Receives, reviews, audits and disburses loan applications through the Credit Union Direct Lending program to maintain quality of program, ensure accuracy of loan information, and provide member and dealership satisfaction. TASKS, DUTIES, FUNCTIONS: 1. Receive and audit appropriate paperwork sent from the vehicle dealerships. Research and identify missing information and communicate discrepancies with dealership personnel. Perform verifications on application data to ensure accuracy prior to funding. 2. Ability to identify red flags in loan documentation in order to avoid potential fraud. 3. Determine whether loan warrants disbursal as per Golden 1 established guidelines. 4. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 5. Fund appropriate monies to dealerships with the appropriate administrative fee. 6. Assist department staff with gathering information and preparation of reports. 7. Communicate and interact with department management and staff to provide information on loan status. 8. Help in other areas within Lending as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: 1. Prolonged sitting throughout the workday performing the job. 2. Normal vision range required to read loan documents to determine status. 3. Effective oral and written communication skill required to interact with dealerships, staff and members to perform constructive follow-up. QUALIFICATIONS: 1. EDUCATION:   Successful completion of High School curriculum is required. 2. EXPERIENCE:   One year in a lending position performing contract review is desired. Appropriate related experience is acceptable. 3. KNOWLEDGE/SKILLS: Clerical skills, telephone skills, credit reporting equipment, electronic banking equipment, ten key, facsimile machine skills, and personal computer filing skills. Close attention to details. PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday. 2. Corrected vision in the normal range. 3. Must possess sufficient manual dexterity to skillfully operate an on- line computer terminal and other standard office equipment, including a typewriter, if needed, calculator, personal computer, facsimile machine, and telephone.

GENERAL DESCRIPTION: Evaluate member activity using manual and automated processes for evidence of fraud. Detection, investigation, and proper resolution of fraudulent activity high risk debit and credit card transactions on member accounts with a sense of urgency in a fast paced environment, card products, ATMs and online services. Utilizes manual and automated reports to detect and verify suspicious transactions on credit, debit and ATM cards. Identifies, tracks and contacts members to verify suspicious credit and debit card activity. Reports verified fraud to both internal claims processing and vendors. Facilitates fraud reporting process, ensuring a positive member experience Investigates credit/debit fraud and dispute transactions on behalf of members; reviews and makes recommendations for action in pursuit of recovery. Responsible for process from preparation, processing and finalizing claim disposition. Every phase of the review process must be closely documented based on established guidelines and/or procedures. TASKS, DUTIES, FUNCTIONS: Responsible for the operation of and processes related to card fraud monitoring products. Creating and maintaining a positive and informative member experience when verifying or taking a report of fraud. Identify, investigate, and respond to and/or resolve all card fraud or dispute claims and matters. Research/review documents for submission of fraud and dispute claims. Establish oral and written communications with VISA, merchants, processors, law enforcement, and members, as necessary. Report/escalate any potential issues. Resolve member/branch issues and related service concerns and report/escalate any potential issues that may affect credit union assets or member satisfaction. This includes resolving Branch/Department/MSCC phone calls and emails in a timely manner. Provide relevant information from uncovered fraud accounts to other business units and investigating authorities. Collects, evaluates, and documents all evidence obtained during an investigation for recovery. Order retrievals and provide documentation required for charge backs as needed ensuring text is precise according to Visa rules. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to position. Comply with all established internal audit, security and credit union rules, regulations and departmental procedures. Maintain knowledge by keeping updated with credit card regulations or procedures through emails, publications, online resources, and procedure changes. Perform charge backs to assist in the recovery of fraudulent or disputed transactions based on appropriate fraud or dispute codes as outlined by VISA regulation. Maintain knowledge of Visa Dispute Resolution yearly revisions every April and October. Process reimbursements to member accounts as appropriate with notification based on Regulation Z and E as required. Update notes and information on all Claims systems; maintain call records and adjustment maintenance information. Perform additional duties as necessary to maintain daily operations. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Branch staff, Loan Services, Collections, Member Service, and Loss Prevention. EXTERNAL: Law enforcement, members, processors, vendors, merchants, peer credit card operators. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum. EXPERIENCE: Minimum one year's experience in a financial institution or credit/debit card experience. KNOWLEDGE/SKILLS: Ability to effectively communicate results to members, acquirer, and or merchants and meet mandatory time frames. Knowledge of Credit Union products, services, policies & procedures. Operating knowledge of Visa regulations and Federal/State Regulations specific to debit/credit cards. Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments. High attention to detail in working and investigating files with emphasis on deadlines. Effective oral and written communication skills. Basic Excel skills Knowledge to operate facsimile machine, ten key, microfiche, electronic banking equipment; basic PC knowledge of Windows environment, and office filing logic. Must be self-motivated and capable of working both independently as well as in a team environment. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. #LI-NM1IND-123#LI-POST#GD

GENERAL DESCRIPTION: This Member Service Representative I is an energetic and goal-oriented individual who has a passion for service excellence. As a team member you are eager to build strong long-term relationships through the servicing of Golden 1 members in a professional, efficient, respectful manner providing a positive member experience. The MSR I responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member. Identify, investigate, and resolve basic member concerns, as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information accurately. Achieve performance standards commensurate to grade level in call volume, phone efficiency in a fast-paced environment and quality. Appropriately identify solutions to address/resolve members inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures and systems for Member Service Representative I functions. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services. Complete Regulatory Training Modules as required. Model Golden 1 core values. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to ensure an exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL : All levels of management and staff. EXTERNAL : Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION:   Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE:   One year customer service experience and/or six months financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE/SKILLS: Strong oral and written communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while reolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level in call volume, phone efficiency and Quality Assurance. Skill testing related to product knowledge (PKOR). Knowledge of intranet/internet. Bilingual skills a plus - English/Spanish. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.