Global Credit Union

General

• Perform collection activity on assigned accounts
• Perform all duties of a Special Credits Recovery Officer III
• Responsible for the review of Recovery collection and associated work and for making recommendations regarding the need for adjustment in work routines
• Responsible for daily management of work flow, general ledger accounting, preparation of monthly reports/portfolio analysis, daily processing/calendars, and processing collection agency assignment reports
• Responsible for management of assignments and recalls to and from collection agencies and/or legal actions on collection accounts in order to optimize recoveries and minimize expenses
• Develop and train staff to understand and comply with all policies, laws and procedures as they relate to collections
• Perform other duties as assigned

Senior Special Credits Recovery Officer

Security Engineer

• Provide branch/building security for corporate lobby post and parking areas
• Issue Employee, Vendor and Visitor Temporary Access Cards and Keys
• Responsible for directing members, employees, vendors, and visitors for proper procedures for the delivery of packages
• Monitor and enforce lobby and parking lot procedures
• Monitor and review branch/building security surveillance cameras, ensuring safety and security
• Provide visitor information, coordinate visitor and vendor movement, and may issue visitor passes
• Respond to and report lobby and parking lot incidents to the Security Central Station (SCS), and or contact 911 in an emergency
• Monitor and provide guidance during emergency evacuations and drills
• Report branch/building maintenance issues to Facilities and SCS
• Retain and hold a Security Guard License and the ability to be armed if required or needed
• Perform other duties as assigned

Physical Security Guard I

• Provide assistance across all MSC queues
• Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees
• Provide support regarding new products, services, technology, and new programs and processes to encourage change
• Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities
• Support all queues and contact channels in the Member Service Center
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions
• Responsible for providing prompt, professional, knowledgeable, and courteous member service
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment from day 15 to day 90
• Deliver real-time quality support to specialists throughout their nesting period
• Lead member recovery support activities in relation to complaint management processes
• Provides ongoing coaching and support to contact center employees
• Provide recommendations for MSC and organizational enhancements

Member Service Officer

• Provide assistance across all MSC queues
• Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees
• Provide support regarding new products, services, technology, and new programs and processes to encourage change
• Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities
• Support all queues and contact channels in the Member Service Center
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions
• Provide recommendations for MSC and organizational enhancements
• Perform other duties as assigned

• Provide assistance across all MSC queues
• Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees
• Provide support regarding new products, services, technology, and new programs and processes to encourage change
• Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities
• Support all queues and contact channels in the Member Service Center
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions
• Provide prompt, professional, knowledgeable, and courteous member service
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment
• Deliver real-time quality support to specialists throughout their nesting period
• Lead member recovery support activities in relation to complaint management processes
• Provides ongoing coaching and support to contact center employees

Learning and Development

• Directs and manages the research, development, governance, and communication of operational knowledge content across Member Service Center (MSC), Branch Administration, and RFS business lines
• Provides leadership for large-scale, cross-functional initiatives requiring knowledge content development and change enablement support
• Serves as system owner and administrator for the RFS Knowledge Center and RFS Chatbot
• Champion a user-centric approach to knowledge content design, ensuring content is intuitive, searchable, and aligned to how employees actually work
• Lead, coach, and develop a team of technical writers to meet established standards for quality, consistency, and continuous improvement
• Lead the development and execution of timebound RFS employee communications, ensuring clarity, accuracy, and alignment with organizational priorities
• Maintain comprehensive and current expertise in credit union products, services, pricing, sales practices, and operational processes to inform high-quality, accurate documentation
• Provide leadership and oversight for the documentation and communication strategy supporting new product and service launches, ensuring cross-functional alignment and holistic process integration
• Establish and govern review cycles for all RFS documented content to ensure ongoing accuracy, relevance, and adherence to current practices
• Use data and insights to continuously improve knowledge quality, accessibility, and impact
• Partner with other RFS Training leaders to align documentation and job aids with current training strategies, driving operational effectiveness and employee performance
• Provide critical feedback to operational and retail leaders and subject matter experts to support the creation and refinement of business process documentation
• Partner with IT and Digital teams to integrate KM capabilities into employee-facing systems and workflows
• Partner with Compliance, legal, and Risk teams as needed to ensure all published knowledge content meets regulatory requirements
• Manage and prioritize multiple concurrent initiatives and projects, ensuring timely delivery and alignment with organizational objectives

Manager, Knowledge Management

• Directs and manages the research, development, governance, and communication of operational knowledge content across Member Service Center (MSC), Branch Administration, and RFS business lines
• Provides leadership for large-scale, cross-functional initiatives requiring knowledge content development and change enablement support
• Serves as system owner and administrator for the RFS Knowledge Center and RFS Chatbot
• Champion a user-centric approach to knowledge content design, ensuring content is intuitive, searchable, and aligned to how employees actually work
• Lead, coach, and develop a team of technical writers to meet established standards for quality, consistency, and continuous improvement
• Lead the development and execution of timebound RFS employee communications, ensuring clarity, accuracy, and alignment with organizational priorities
• Maintain comprehensive and current expertise in credit union products, services, pricing, sales practices, and operational processes to inform high-quality, accurate documentation
• Provide leadership and oversight for the documentation and communication strategy supporting new product and service launches, ensuring cross-functional alignment and holistic process integration
• Use data and insights to continuously improve knowledge quality, accessibility, and impact
• Partner with other RFS Training leaders to align documentation and job aids with current training strategies, driving operational effectiveness and employee performance
• Provide critical feedback to operational and retail leaders and subject matter experts to support the creation and refinement of business process documentation
• Partner with IT and Digital teams to integrate KM capabilities into employee-facing systems and workflows
• Partner with Compliance, legal, and Risk teams as needed to ensure all published knowledge content meets regulatory requirements
• Manage and prioritize multiple concurrent initiatives and projects, ensuring timely delivery and alignment with organizational objectives
• Perform other duties as assigned, consistent with the scope and responsibilities of the role.

Manager

• Manage, direct and control the operations of the Member Service Center with an emphasis on service delivery, member advocacy and staff development.
• Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
• Coach, lead and motivate MSC employees; promote participation in recommendation of products and services.
• Meet with employees regularly to establish and reinforce department and organizational goals.
• Ensure compliance with credit union marketing, image and service delivery goals within area of responsibility.
• Responsible for quality and accuracy of fulfilling member requests.
• Responsible for the security, accountability and control of negotiable items.
• Coordinate the personnel functions with the Assistant MSC Team Manager to include scheduling, training, performance evaluations, employee morale and policy compliance.
• Support helplines dedicated for complex requests and escalated calls.
• Provide support to staff by training and developing; coach, lead and motivate specialists.
• Assume responsibility for the Member Service Center as assigned.
• Perform duties of Assistant Member Service Center Team Manager.
• Perform other duties as assigned.

Member Service Center Team Manager

• Process, follow-up, and fund direct consumer loans
• Provide support and service to members and branches
• Become knowledgeable about Consumer Lending products, services, and processes
• Learn to perform all tasks, in assigned queues leading up to the creation of loan documents and funding or disposition of personal consumer loans and credit cards
• Produce an acceptable quantity of loans with a high degree of accuracy that meet service level agreements and loan volume objectives
• Perform all duties accurately, earnestly, and honestly, and maintain a high-level confidentiality to safeguard member's information
• Comply with all federal and state laws, rules, regulations, and Credit Union policies, procedures, and practices
• Respond to all inquiries within established service level agreements
• Communicate with everyone in an articulate, diplomatic, and professional manner
• Assist in all other areas of Consumer Lending, of similar or lower category, as assigned
• Perform other duties as assigned

Consumer Lending Processing Specialist

Solutions Engineer

• Leads in consulting, developing, and improving APIs and systems integrations with the Enterprise Integration Platform (EIP).
• Collaborates with multiple Product Development Teams providing guidance and design for integrations supporting products designed to achieve strategic business outcomes.
• Takes initiative in leading feature and user story development, delegating responsibilities, and collaborating with Product Development Team members.
• Works with Product Development Teams to design, develop, test, document, and deploy solutions on the Enterprise Integration Platform.
• Designs API layers, data models, and specifications.
• Develops APIs utilizing the platform components of the Enterprise Integration Platform.
• Tests and improves performance of the APIs in terms of response time, reliability, and resource utilization.
• Works closely with Product Development Team members to provide guidance and assistance in the areas of architecture, API standards, and governance of the Enterprise Integration Platform.
• Participates in the continuous improvement of the Enterprise Integration Platform’s delivery and operation.
• May act as team mentor in a multi-person development team.
• May oversee and verify the work of engineers or technicians.
• Perform other duties as assigned in support of team efforts and results.

Senior Integration Engineer

Processor

• Process mortgage loan applications and assist assigned originator
• Act as a coach and mentor to other Processors within the department
• Verify all information received in the mortgage loan application via letters to employers, banks, creditors, etc.
• Maintain logs and files as necessary regarding mortgage loan applications processed
• Order appraisals, surveys and updated credit reports, as directed by the Underwriter
• Communicate and coordinate with originators and members to collect documentation and information
• Address member concerns and inquiries quickly, professionally and courteously
• Input, validate and confirm all required data into appropriate Automated Underwriting (AU) system(s)
• Respond to Quality Control and Loan Delivery requests within specified time lines as directed
• Review processed loan packages prior to submission to ensure completeness, quality and accuracy
• Act as a Team Lead within your department

Senior Processor

• Process mortgage loan applications and assist assigned originator
• Verify all information received in the mortgage loan application via letters to employers, banks, creditors, etc.
• Maintain logs and files as necessary regarding mortgage loan applications processed
• Order appraisals, surveys and updated credit reports, as directed by the Underwriter
• Communicate and coordinate with originators and members, collection of documentation and information, stipulations/conditions or any other pertinent data needed to submit to underwriting and obtain approval
• Address member concerns and inquiries quickly, professionally and courteously
• Input, validate and confirm all required data into appropriate Automated Underwriting (AU) system(s) required for approval and closing
• Order items timely and accurately to ensure processing time frames are met and production standards and goals are achieved
• Respond to Quality Control and Loan Delivery requests within specified time lines as directed by each department
• Provide assistance to and help in the training of other processors as necessary
• Review processed loan packages prior to submission to ensure completeness, quality and accuracy
• Participate in seminars and other training to maintain required knowledge and skill development
• Complete all required training within specified deadlines
• Act as a Team Lead within your department
• Coach, train and mentor other Processors

• Process mortgage loan applications and assist assigned originator
• Verify all information received in the mortgage loan application via letters to employers, banks, creditors, etc.
• Maintain logs and files as necessary regarding mortgage loan applications processed
• Order appraisals, surveys and updated credit reports, as directed by the Underwriter
• Communicate and coordinate with originators and members, collection of documentation and information, stipulations/conditions or any other pertinent data needed to submit to underwriting and obtain approval
• Address member concerns and inquiries quickly, professionally and courteously
• Input, validate and confirm all required data into appropriate Automated Underwriting (AU) system(s) required for approval and closing
• Order items timely and accurately to ensure processing time frames are met and production standards and goals are achieved
• Respond to Quality Control and Loan Delivery requests within specified time lines as directed by each department
• Provide assistance to and help in the training of other processors as necessary
• Review processed loan packages prior to submission to ensure completeness, quality and accuracy
• Participate in seminars and other training to maintain required knowledge and skill development
• Complete all required training within specified deadlines
• Act as a Team Lead within your department
• Coach, train and mentor other Processors
• Expert pipeline management and meeting deadlines
• Perform other duties as assigned

• Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card and ACH according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures
• Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service
• Develop a working knowledge of card and ACH dispute processes and systems
• Create, research, and resolve card and ACH dispute cases in accordance with federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures
• Evaluate cases for and provide provisional credit within established limits, as applicable
• Research and provide evidence to members to validate unrecognized transactions
• Conduct merchant conference calls to resolve product and service problems
• Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review
• Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.

Dispute Resolution Specialist I, II, III, Senior

• Control 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 with department procedures and practices for assignment of repossessions and remarketing of repossessed collateral.
• Responsible for maintaining records and adherence with department procedures and practices for protection of credit union collateral when impounded by private and public agencies.
• Responsible for maintaining records and adherence with department procedures and practices for member and insurance company contact during total loss hazard claims involving credit union collateral.
• Responsible for maintaining and adherence with department procedures and practices of credit union Cross Collateralization procedures and practices.
• Responsible for maintaining and adherence with real property loan file review as a result of past due loans, notice of default from senior/junior lien interests and taxing authorities and recommendation of actions involving real property collateral.
• Perform other duties as assigned.

Senior Special Credits Recovery Officer

Physical Security Guard I

Member Service Officer

Member Service Officer

Member Service Officer

Manager, Knowledge Management

Manager, Knowledge Management

Member Service Center Team Manager

Consumer Lending Processing Specialist

Senior Integration Engineer

Senior Processor

Senior Processor

Senior Processor

Dispute Resolution Specialist I, II, III, Senior

Special Credits Collateral Control Officer I, II, III