Global Credit Union

Manager

• Reports to: Vice President, Member Service Center; supervises Workforce Management Analyst(s)
• Prepare and produce staffing forecasts and comparative data on results vs. forecasts
• Identify opportunities for improvement and recommend staffing and scheduling solutions
• Forecast call volume across all supported contact channels, factoring seasonality, attrition and peak periods
• Optimize schedules of call center staff to meet service level agreement and service score targets
• Monitor real-time and historical performance and direct analyst(s) to make real-time resource adjustments
• Maintain in-depth knowledge of workforce management features, functions, and system-generated reports, forecasting and scheduling procedures
• Support departmental and organizational business plan to introduce new tools and functionality to improve member and employee experience
• Identify patterns and trends related to production and contact channel volumes to recommend schedule and staffing changes
• Provide performance metrics, dashboards, reports and ad hoc analysis; prepare telephone performance board reports
• Perform other duties as assigned.

Workforce Manager, Member Service Center

• Oversee all mortgage closing functions and daily workflow related to closing activities
• Train, develop, supervise, and conduct performance evaluations and other personnel actions for all subordinates
• Organize and supervise scheduling of daily work production of closers
• Ensure loan disbursement activities are completed accurately and timely for boarding to the servicing system
• Ensure closers prepare files accurately and timely for transfer to the Loan Delivery department
• Coordinate with Corrections, Closing, and Loan Delivery teams to obtain required corrections for purchases or mortgage insurance to meet investor and agency requirements
• Conduct periodic audits of random samples of closed loans to ensure all closing documents are scanned, complete, and legible
• Communicate and coordinate with originating and underwriting staff to facilitate excellent member service
• Review practices and procedures and recommend changes to senior management to enhance member service or improve efficiency
• Conduct ongoing individual and team meetings to ensure open communication
• Review and respond to internal and external Quality Control audit findings
• Maintain current working knowledge of laws, statutes, regulations, ordinances, policies and procedures pertaining to real estate and mortgage lending
• Perform other duties as assigned

Mortgage Closing Manager

Operations

• Perform activities in support of Fraud department
• Locate documents to use as investigative tools for 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
• Create affidavits and send to branches/members with support documentation
• Create and send collection letters to other financial institutions to mitigate loss
• Process inbound mail for Fraud Operations
• Locate surveillance and review recorded calls to support investigations
• Place calls to gather information from branches, lending departments, and members regarding fraud or identity theft
• Perform other duties as assigned

Fraud Operations Specialist I–III, Senior

Insurance

• Reports To: Senior SC Insurance Control Officer
• Controlling adverse actions associated with credit union collateral
• Comply with federal, state and local laws and credit union procedures and practices regarding adverse actions involving credit union collateral
• Responsible for maintaining records and adherence to department procedures and practices for secretions claims for collateralized loans
• Responsible for maintaining records and adherence to department procedures and practices for protection of credit union collateral when impounded by private or public agencies
• Responsible for maintaining records and adherence with department procedures and practices for member and insurance company contact during total loss claims involving credit union collateral
• Responsible for maintaining records and adherence with department procedures and practices for refund of After Market Products for repossessed collateralized loans
• Responsible for maintaining records and adherence with department procedures and practices for Collateral Protection Insurance damage and reimbursement claims for repossessed collateral
• Perform administrative functions necessary to support Collateral Protection Insurance program including processing claims, premiums, refunds, billings, file maintenance and posting
• Responsible for maintaining records and adherence with department procedures and practices for proof of insurance or insurance cancellation letters received by member(s) and applicable refund amounts within Special Credits
• Perform other duties as assigned

Workforce Manager, Member Service Center

Mortgage Closing Manager

Fraud Operations Specialist I–III, Senior

Special Credits Insurance Control Officer I–III