Global Credit Union

Vice President

• Originate mortgage loans and manage branch office operations
• Sell mortgage loan services to the real estate community and promote the general business interests of the company
• Foster positive office interactions and model successful sales techniques to improve professional image and market visibility in the mortgage lending industry
• Develop and maintain loan referral relationships with professionals in real estate, accounting, legal and financial planning fields
• Ensure all mortgage loan originators are originating, disclosing and/or re-disclosing accurately and timely within all established regulatory compliance requirements and timeframes
• Interview buyers/applicants and originate investor mortgage loans
• Accept applications and input them to the origination system, provide required estimates and disclosures and gather required documentation and fees to process mortgage loans
• Ensure accurate processing is completed in a timely manner and prepare for submission to underwriting
• If the loan is approved, take final steps to ensure a smooth closing
• If the loan is declined, verbally advise the borrower and issue applicable refunds
• Return any documents not pertaining to credit
• Manage the operations of the branch office including recruitment and supervision of staff
• Conduct sales presentations for real estate agents as necessary to enhance business relations
• Perform other duties as assigned

Assistant Vice President – Senior Loan Originator

Support Engineer

• Responsible for understanding and effectively maintaining core infrastructure production environment.
• Maintain core infrastructure environment including installation, configuration, monitoring, operation, troubleshooting/repair, and maintenance of physical and virtual core infrastructure devices, in a 24/7 environment.
• Assist with maintenance and support of enterprise backup and recovery solutions.
• Support implementation of deployments and upgrades to enterprise applications and operating systems impacting core infrastructure.
• Provide resource support to Application/Development teams requiring production assistance and collaboration and support for new or enhanced products across the enterprise.
• Create scripts based on clear requirements and existing architecture/design to support automation of system/application/network functions.
• Ensure Disaster Recovery Playbooks and processes are regularly reviewed, updated, and tested.

Infrastructure Support Analyst I, II, III, Senior

• Responsible for understanding and effectively maintaining core infrastructure production environment.
• Assist with maintenance and support of enterprise backup and recovery solutions.
• Support implementation of deployments and upgrades to enterprise applications and operating systems.
• Provide resource support to Application/Development teams.
• Lead tools issue resolution activities using knowledge of system environment and cross-functional collaboration.
• Create scripts to support automation of system/application/network functions.
• Ensure Disaster Recovery Playbooks and processes are reviewed, updated, and tested.
• Develop and maintain adequate documentation to allow peer review prior to implementation.

Infrastructure Support Analyst, I, II, III, Senior

Financial Planning and Analysis

• Facilitate training events that support performance goals for sales and service, to ensure successful experiences for members and employees.
• Facilitate job-specific training (operational procedures, system navigation, member interaction protocols, etc.) for new and existing member-contact employees, primarily through a virtual medium (Microsoft Teams).
• Teach sales skill courses, including needs discovery conversations, product positioning, recommending solutions, and consultative frameworks.
• Adapt facilitation style to accommodate different learning preferences, experience levels, and performance needs.
• Evaluate learner progress and provide constructive feedback to support confidence and skill growth.
• Proactively communicate with RFS Training leadership and learner leadership regarding learner progress.
• Prepare reports summarizing training outcomes, learner performance, and areas requiring follow up.
• Assist with logistics for classes, including scheduling, materials preparation, room setup, and technology coordination.
• Assist in review of training effectiveness metrics to identify strengths and gaps in current training.
• Maintain a thorough knowledge of best practices in credit union services throughout Branch Administration, Member Service Center and Operations.

Retail Financial Services Trainer II

Operations

• Perform activities in support of Fraud department
• Responsible for locating documents to use as investigative tools for all cases related to online access, check fraud, financial exploitation, identity theft, and operational risk mitigation
• Create and maintain complete and accurate case files including evidence and interview summary in the case management system
• Locate, save, and upload documents into case management system: account agreements, loan documents, check copies, IP address results, affidavits, collection letters, surveillance, etc.
• Create affidavits and send to branches/members with support documentation
• Process inbound mail for Fraud Operations
• Locate surveillance and review recorded calls to support investigations
• Create and send collection letters to other financial institutions to mitigate loss
• Place calls to gather information from branches, lending departments, and members regarding fraud or identity theft
• Perform other duties as assigned

Fraud Operations Specialist, Senior

Business Intelligence Analyst

• Develop and publish meaningful dashboards of KPIs and other metrics related to fraud staff and system performance.
• Compile and publish MBRs featuring KPIs, achievements, challenges, and risks of all pillars within Enterprise Fraud Management.
• Maintain and update KPIs as data and reporting needs evolve.
• Support and validate data collection and usage for a wide range of reporting purposes.
• Support document collection and distribution for fraud incident management activities.
• Document and report on fraud trends, and alert performance.
• Distill larger reports/data sets into key points and action items.
• Survey processes and procedures; develop workflows and process diagrams.
• Review, draft, update and maintain departmental policies and procedures in coordination with department supervisors and subject matter experts.
• Collaborate with Fraud Analytics, Fraud Operations, and Dispute Resolution, along with external business lines such as Data Analytics, Digital Experience, Payment Operations, RFS Operations, and others.
• Provide ad hoc reporting as requested.
• Ensure compliance with laws, rules, regulations, policies and procedures applicable to assigned departments and related credit union activities.
• Champion continuous improvement and standardized processes that drive productivity and quality across the credit union.
• Perform other duties as assigned.

Fraud Reporting Analyst I

• Develop and publish meaningful dashboards of KPIs and other metrics related to fraud staff and system performance
• Compile and publish MBRs featuring KPIs, achievements, challenges, and risks of all pillars within Enterprise Fraud Management
• Maintain and update KPIs as data and reporting needs evolve
• Support and validate data collection and usage for a wide range of reporting purposes
• Support document collection and distribution for fraud incident management activities
• Document and report on fraud trends, and alert performance
• Distill larger reports/data sets into key points and action items
• Survey processes and procedures; develop workflows and process diagrams
• Review, draft, update and maintain departmental policies and procedures in coordination with department supervisors and subject matter experts
• Collaborate with Fraud Analytics, Fraud Operations, and Dispute Resolution, along with external business lines such as Data Analytics, Digital Experience, Payment Operations, RFS Operations, and others
• Provide ad hoc reporting as requested
• Ensure compliance with laws, rules, regulations, policies and procedures applicable to assigned departments and related credit union activities
• Champion continuous improvement and standardized processes that drive productivity and quality across the credit union
• Perform other duties as assigned

Fraud Reporting Analyst

• Establish and ensure strong operational processes and procedures aimed at balance of controlling fraud exposure with supporting member service
• Define and lead fraud strategies to identify, investigate, and mitigate fraudulent activities
• Ensure alert penetration rates, service level agreements, alert/case inventory, and production quality align with risk tolerance thresholds established by Fraud Strategy & Analytics, as well as executive leadership
• Ensure accurate and timely resolution of member claims as allowed by Regulation E, Regulation Z, Visa, NACHA, federal guidelines and credit union policies and procedures
• Ensure accurate and timely reporting of suspicious activity as required by the Bank Secrecy Act
• Stay informed on industry best practices and ensure the Credit Union is optimizing fraud capabilities
• Responsible for the personnel function within the department including staffing, training, evaluating performance, employee morale, and policy compliance
• Serve as consultant on Credit Union initiatives where fraud exposure is possible
• Maintain an in-depth knowledge of federal and state laws, industry regulations, and credit union policies applicable to fraud, financial transactions, and disputes
• Develop and manage comprehensive fraud, operational, and performance management reporting and present results to executive management
• Ensure executive leadership is apprised of critical incidents, emerging threats, and operational readiness
• Participate in root cause analysis reviews of large loss incidents to help identity process gaps and recommend policy changes
• Effect cost efficiencies by automation and elimination of manual processes or redundancies
• Work with all law enforcement, protective agencies, and financial institution contacts for fraud related investigations
• Ensure compliance with laws, rules, regulations, policies and procedures applicable to assigned departments and related credit union activities
• Champion continuous improvement and standardized processes that drive productivity and quality across the credit union
• Perform other duties as assigned

Fraud Operations & Investigations Manager

Research Analyst

• Research inquiries and resolve account problems
• Process account verifications while ensuring proper member authorization
• Process research requests and retrieve credit union records in support of credit union operations or in compliance with authorized requests
• Provide account status letters and documents as required
• Provide Quickshot reports to lending departments upon request
• Provide support and technical assistance to branches and other departments
• Research specific transactions on accounts using resources available from all credit union departments to resolve problems and communicate results to the member or other department personnel
• Research accounts with incorrect addresses and accounts classified as abandoned
• Contact members to obtain the correct address or communicate special instructions regarding the account in question
• Perform transaction adjustments and complete file maintenance as appropriate to each situation
• Performs other duties as assigned

Research Specialist, Senior

Customer Support

• Verify the paid status of loans by reviewing daily paid loan activity.
• Release titles to the appropriate individuals or entities upon loan payoff.
• Maintain accuracy in the title tracking system through precise data entry.
• Process authorizations for loan payoffs, including verifying payments received and collateral ownership.
• Respond to routine inquiries and requests for lien satisfactions in a timely and professional manner.
• Manage a moderate volume of inbound and outbound telephone interactions while manually processing and administering physical documents and records.
• Perform other assigned duties as required.

Consumer Lending Title Support Specialist I, II

• Research inquiries and resolve account problems.
• Process account verifications while ensuring proper member authorization.
• Process research requests and retrieve credit union records in support of credit union operations or in compliance with authorized requests.
• Provide account status letters and documents as required.
• Provide Quickshot reports to lending departments upon request.
• Provide support and technical assistance to branches and other departments.
• Perform progressively responsible duties to include, Research specific transactions on accounts using resources available from all credit union departments to resolve problems and communicate results to the member or other department personnel.
• Research accounts with incorrect addresses and accounts classified as abandoned.
• Contact members to obtain the correct address or communicate special instructions regarding the account in question.
• Be familiar with credit union policies and operational procedures of other credit union departments as they apply to the situation under review.
• Perform transaction adjustments and complete file maintenance as appropriate to each situation.

Research Specialist I, II, III, Senior

Product Manager

• Experience design – work collaboratively across multiple business lines to create, deliver, and improve experience requirements for member and employee needs
• Product lifecycle management – Develop, maintain and execute upon 1–3-year product roadmaps
• Research and analysis - responsible for researching product and industry trends, preparing data to support business decision making about products, capturing various department needs, and providing recommendations based on analysis
• Product Launch Support – responsible for working with vendors and project teams to successfully launch new or enhanced products through testing, communication strategy preparation, training, and overall support of the launch
• Collaboration - responsible for working with multiple business departments to understand and document their needs, pain points, and priorities, assist in maintaining a feedback loop throughout product launch and analysis of product success
• Organizational Knowledge - maintain a working knowledge of credit union operations and an awareness of strategic initiatives, current and emerging technologies and best practices

Product Owner I, Retail Experience

• Product lifecycle management for branch, call center, operations and deposit products and services; experience design for end-users and support-users
• Work collaboratively across multiple business lines to create, deliver, and improve experience requirements for member and employee needs
• Develop, maintain and execute upon 1–3-year product roadmaps
• Responsible for researching product and industry trends, preparing data to support business decision making about products, capturing various department needs, and providing recommendations based on analysis
• Responsible for working with vendors and project teams to successfully launch new or enhanced products through testing, communication strategy preparation, training, and overall support of the launch
• Responsible for working with multiple business departments to understand and document their needs, pain points, and priorities
• Maintain a working knowledge of credit union operations and an awareness of strategic initiatives, current and emerging technologies and best practices.

Account Manager

• Market indirect loan services to current and potential network dealers within assigned market area.
• Identify potential network dealers and market the credit union's indirect lending service to them.
• Provide initial and follow up program training and loan origination materials to network dealers.
• Act as liaison between dealer underwriting and funding departments and assigned dealers.
• Act as liaison between retail financial services (branches) and consumer lending when assigned.
• Maintain a schedule of recurring contact with assigned dealers.
• Monitor competitor's dealer loan programs and recommend enhancements to the credit union's programs as appropriate.
• Periodically review with management the volume and quality of loan production for each network dealer.
• Report to management on contact with current and potential network dealers.
• Coordinate potential field of membership expansion opportunities with Member Business Development.
• Manage monthly and quarterly merchandise and marketing budgets for dealer entertainment to include dealer contests and challenges for targeted dealer improvement.
• Perform other duties as assigned.

Assistant Vice President – Senior Loan Originator

Infrastructure Support Analyst I, II, III, Senior

Assistant Vice President – Senior Loan Originator

Infrastructure Support Analyst, I, II, III, Senior

Retail Financial Services Trainer II

Fraud Operations Specialist, Senior

Fraud Reporting Analyst I

Fraud Reporting Analyst

Fraud Operations & Investigations Manager

Research Specialist, Senior

Consumer Lending Title Support Specialist I, II

Research Specialist I, II, III, Senior

Product Owner I, Retail Experience

Product Owner I, Retail Experience

Dealer Relationship Manager