Golden 1 Credit Union

Call Center Representative

• Respond accurately to member inquiries by telephone in English and Spanish languages (if certified).
• Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns.
• Proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry.
• Demonstrate advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance.
• Learn and retain an exceptional working knowledge of products and services.
• Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.
• Demonstrate understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency.
• Identify, investigate, and resolve basic and complex 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 efficiently and accurately.
• Educate members on products in an effort to retain and enhance member loyalty.
• Maintain ownership with the majority of their calls, requiring minimal guidance from Support.
• Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.
• Assist members with Online /Mobile Banking complex issues and Mobile Wallet set-up.
• Complete Regulatory Training Modules as required.
• Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion.
• Perform other duties as assigned.

Contact Center MSR II

Producer

• Lead, coach, and develop a team of Dealer Relationship Managers to achieve regional funded-volume, activation, and dealer-penetration targets
• Set clear expectations and monitor individual and regional performance through data dashboards and monthly production reviews
• Review and interpret funding data, dealer performance metrics, and market share trends to identify opportunities and risks
• Conduct joint field visits and ride along with DRMs to evaluate engagement effectiveness, dealer satisfaction, and opportunity follow-through
• Collaborate with Product teams to align new product rollouts, promotions, and pricing strategies with dealer needs

Regional Production Manager – Dealer Services

Analytics Engineer

• Develops, analyzes, implements, configures, tests, debugs and maintains data integration processes to fit project requirements (includes data capture, testing and validation methods)
• Functions as a technical resource on projects throughout the project lifecycle
• Provides support for application systems and business processes
• Diagnoses and remedies technical problems to ensure platform up-time and application service levels are met for the project
• Supports, maintains and monitors the health of the processes, inbound and outbound feeds for data integrity
• Writes high quality processes utilizing structured development techniques to support process components and development
• Utilizes agile-based approach to implementing data services and solutions
• Recommend improvements to processes as supported by integration systems
• Partner with quality assurance testing teams to identify errors and confirm business specifications have been achieved
• Support the transfer of processes from test environment to quality environment to production environment (i.e. for data integration code and related solutions)
• Support the development of end-user materials (i.e. Runbook)
• Collects information to analyze and evaluate existing or proposed application designs
• Convert technical specifications into code using proprietary and/or non-proprietary tools with assistance from more experienced analysts
• Maintains system and programming guidelines by adhering to the software development lifecycle; Develops and maintains artifacts of the integration architecture
• Assists with the definition and implementation of processes, policies, standards and procedures to ensure compliance with corporate and regulatory policies
• Participate in the “on-call” rotation.
• Performs other job-related duties as necessary.

ETL Developer – Enterprise Data Platform

General

• The Dealer Production Specialist (DPS) supports indirect auto lending program
• Monitor daily application activity to identify deals requiring follow-up or clarification
• Proactively contact dealers to confirm intent to fund and clarify loan terms
• Identify at-risk applications and escalate to DRMs or Lending Operations
• Track and report conversion outcomes, turnaround times, and lost-deal reasons
• Serve as the internal contact for assigned dealerships ensuring consistent communication
• Partner with DRMs to maintain high service levels for top-performing dealers
• Conduct outreach campaigns to re-engage inactive dealerships
• Act as a central liaison between DRMs and Lending Operations
• Review and analyze dealer performance metrics and present findings to leadership
• Ensure compliance with all applicable lending laws and regulations

Dealer Production Specialist – Retail Dealer Services

Account Manager

• Analyze funding, approval, and submission trends by dealer to identify performance gaps, untapped opportunities, and areas for growth.
• Leverage internal reporting tools and external sources (e.g., AutoCount, CUDL) to monitor dealer performance and market share.
• Monitor funded volume, active dealer counts, and penetration metrics across assigned territories; use insights to prioritize engagement and drive activation among inactive or low-volume dealers.
• Translate data insights into actionable outreach strategies to drive funded volume and penetration.
• Provide regular performance updates and recommendations to Lending and management teams to support strategic decisions.
• Build and maintain strong, consistent relationships with assigned dealerships, including owners, general managers, finance managers, and key lending contacts.
• Conduct regular on-site visits, calls, and virtual meetings to ensure engagement, training, and alignment on business goals.
• Utilize and maintain accurate dealer contact information in the CRM system to support automated marketing, targeted outreach, and consistent communication with assigned dealerships.
• Promote Golden 1’s lending programs, products, and pricing to maximize dealer utilization and strengthen loyalty.
• Partner with Operations to ensure seamless communication and efficient processing throughout the loan approval/funding process.
• Serve as a bridge between dealerships and internal departments to ensure collaboration and issue resolution.
• Provide regular feedback to management on process efficiencies, dealer satisfaction, and program enhancements to continuously improve the dealer experience.
• Maintain awareness of local market conditions, competitor programs, and regulatory updates impacting indirect lending.
• Identify and report on competitive strengths and weaknesses.

Dealer Relationship Manager – Dealer Services Production

Advisor

• Proactively solicit new residential mortgage loans to meet established loan quality and production goals
• Develop and maintain a network of business relationships for mortgage loan referrals
• Handle branch or call center-generated referrals upon request
• Provide exceptional service to members
• Maintain understanding of lending programs, policies, procedures, and regulatory requirements
• Originate mortgage loans from self-sourced business and personal relationships
• Discuss mortgage product options via phone, email, or in person
• Assist members with product selection, lock requests, and applicable disclosures
• Obtain and analyze financial and credit data
• Complete initial assessment of mortgage applications
• Manage mortgage loan pipeline for exceptional service
• Oversee loan process from origination to close with ongoing communication
• Collaborate with mortgage resource center and operations staff to move loans along

Home Loan Advisor

Systems Engineer

• Responsible for engaging with various business units to translate business needs into quality software solutions.
• Assists in the design, development, and implementation of identified solutions following Agile Software development practices.
• Provides operational support for all managed enterprise-wide software solutions.
• Works to maximize opportunities to use technology to improve products, services, and/or business processes.
• Oversees all aspects of the Software Development Lifecycle for enterprise-wide software solutions.
• Drives efficient and effective joint business/IT requirements and solution discussions.
• Provides high-quality analytical system solutions for key stakeholders.
• Identifies software functional gaps and opportunities of improvement.
• Collaborates with product owners to create product backlog by using Agile practices.
• Creates user stories with relevant acceptance criteria.
• Participates with the implementation of projects as technical subject matter expert from beginning to completion.
• Participates in scrum events such as daily scrums, sprint planning, backlog refinement, sprint retrospective and reviews.
• Supports Agile practices and encourages the improvement of service.
• Designs, creates, and documents process flows, technical requirements list, specifications, diagrams, scenarios, mockups, and/or models for the development team.
• Provides Tier 2 application support to uphold day-to-day business line operations.
• Troubleshoots issues, assists in triage, and assesses risk and serves as escalation points for incident management.
• Establishes and maintains strong working relationships with business line, other internal technical teams, and third-party service providers needed to improve Enterprise-wide software solutions.

Business Systems Analyst II

• Engaging with various business units to translate business needs into quality software solutions.
• Assisting in the design, development, and implementation of identified solutions following Agile Software development practices.
• Implementing operational support for all managed enterprise-wide software solutions.
• Oversight of all aspects of the Software Development Lifecycle for enterprise-wide software solutions by reviewing and analyzing business needs.
• Driving joint business/IT requirements and solution discussions.
• Providing high-quality analytical system solutions for key stakeholders.
• Identifying software functional gaps and improvement opportunities.
• Collaborating with product owners to create product backlog.
• Creating user stories with relevant acceptance criteria.
• Participating as technical subject matter expert in projects from beginning to completion.
• Delivering project support and process improvement across departments.
• Supporting Agile practices and encouraging service improvement strategies.
• Providing Tier 2 application support for day-to-day operations.

Business Systems Analyst I – Lending

Collections

• Communicates and interacts with members for the prompt resolution of delinquent and negative accounts.
• Place and receive a high volume of inbound and outbound calls to negotiate re-payment for past due accounts.
• Identify, investigate, and resolve delinquent and negative account activity.
• Educate members about options available to resolve their delinquency.
• Prepare and process documentation necessary to resolve delinquent accounts.

Member Care Representative I – Collections and Loss Mitigation

Infrastructure Engineer

• Assist with the administration and day to day operational support of Guardian operating systems on HPE NonStop platforms under the guidance of Host Systems Engineer II
• Assist with administration and maintenance of AIX operating systems on IBM Power Systems, including basic system checks, monitoring, and routine operational tasks.
• Support InterSystems Cach&eacute; and IRIS environments by performing basic operational tasks, monitoring system status, and escalating issues as needed.
• Respond to system alerts and incidents by performing initial troubleshooting and following documented procedures; escalate complex issues to senior staff when required.
• Monitor system performance, availability, and security events using established monitoring tools.
• Participate in scheduled maintenance activities, including patching and updates, following documented change procedures.
• Log, track, update, and resolve service requests and incidents using the enterprise ticketing system in accordance with SLA expectations.
• Follow established system configurations, standards, and architectural guidelines; assist with documentation updates as directed.
• Contribute to the creation and maintenance of technical documentation, runbooks, and procedures for operational tasks.
• Assist with infrastructure projects and initiatives by performing assigned tasks, testing, documentation, and validation activities.
• Coordinate with internal teams and vendors as directed to support day to day operations and project activities.
• Maintain awareness of regulatory and compliance requirements relevant to system operations at a foundational level.
• Participate in an on call rotation with guidance and support from senior engineering staff.
• Perform other job related duties as assigned.

Host Systems Engineer I – Infrastructure Systems

Analyst

• Partner with business units and senior leadership to analyze performance trends and provide insights that support strategic decision-making
• Assist in the development of ongoing strategic planning efforts, including the assessment of performance targets
• Prepare Executive and Board-level reporting with a high level of accuracy, clarity, and attention to detail
• Support performance management processes, including development, tracking, and reporting of Strategic Goal progress
• Serve as a subject matter expert and administrator for performance management systems (e.g., Corporater), including system support and reporting
• Maintain a strong understanding of internal and external data availability and limitations, and identify new data opportunities as needed
• Collaborate across business units to ensure alignment with strategic outcomes
• Identify opportunities and recommend solutions to improve reporting, data processes and reliability, and overall efficiency
• Contribute to corporate development activities, including expansion, mergers, and other strategic initiatives
• Build and maintain strong working relationships with key stakeholders across the organization
• Serve as a mentor to Corporate Strategy Analysts
• Operate effectively in environments with ambiguity, using sound judgment and experience to guide decisions
• Perform other duties as assigned

Senior Corporate Strategy Analyst

• The In-Market Home Loan Advisor is responsible for home loan production from assigned branches and the local mortgage market.
• Work closely with the Branch Managers, local realtors and other market sources to generate home loan referrals.
• Responsible for creating production strategies that will enhance the credit union’s market share in their assigned market(s).
• Generate and respond to inquiries and referrals from their assigned branches.
• Interviews applicants to analyze financial and credit information, assist with financing objectives, advises on products, pricing, and gathers required information.
• Self-source home loans from the local mortgage market by representing the credit union.
• Ensure exceptional service by maintaining a thorough understanding of lending programs, policies, procedures and regulatory requirements.
• Originate home loans by maintaining exceptional service levels and product knowledge.
• Work with branch management and staff to educate and strategize to increase home loan production from our members.
• Develop market strategies to drive new membership and home loans to the credit union.
• Obtain and analyze pertinent financial and credit data. Provide initial assessment of the loan and product qualifications.
• Maintain understanding of state and federal laws and regulations related to credit union compliance including RESPA, HPML, HOEPA, HCML, HMDA, and Fair Lending.
• Monitor home loan pipeline to ensure loans are attended to promptly, efficiently and accurately.
• Negotiate with members on counter offers or communicate declinations when initial requests cannot be met due to program limitations.
• Interact with other advisors and fulfillment staff to ensure proper procedural compliance, team collaboration and atmosphere.
• Consistently notate conversations with member in LOS to ensure proper communication.

Home Loan Advisor – Internal Production

• Advise, assist, educate, and grow relationships with small businesses.
• Work proactively to build and grow relationships with potential new members.
• Lead training initiatives for branch teams to elevate business services awareness.
• Collaboratively work with the Business Services Market Area Manager on products and marketing tactics.
• Develop and implement initiatives that improve service capabilities.
• Proactively develop sales strategies to attract new business opportunities.
• Assist in scheduling member appointments and answer inquiries about business products.

Business Services Advisor

• The Business Systems Analyst II role is responsible for engaging with various business units to translate business needs into quality software solutions and assists in the design, development, and implementation of identified solutions following Agile Software development practices.
• Oversees all aspects of the Software Development Lifecycle for enterprise-wide software solutions by reviewing, analyzing, and creating detailed documentation of business unit needs, including workflow, program functions, and steps required to implement technical business processes.
• Drives efficient and effective joint business/IT requirements and solution discussions in addition to stakeholder review meetings.
• Provide high-quality analytical system solutions for key stakeholders.
• Identifies software functional gaps and opportunities of improvement.
• Collaborates with product owners to create product backlog by using Agile practices.
• Creates user stories with relevant acceptance criteria.
• Participates with the implementation of projects as technical subject matter expert from beginning to completion.
• Participates in scrum events such as daily scrums, sprint planning, backlog refinement, sprint retrospective and reviews.
• Supports Agile practices and encourages the improvement of service.
• Designs, creates, and documents process flows, technical requirements list, specifications, diagrams, scenarios, mockups, and/or models for the development team using Visio, MS Word, Excel, PDF, SharePoint, and other like tools.
• Provide Tier 2 application support to uphold day-to-day business line operations, including the resolution of all internal tickets to a timely and successful resolution for all Enterprise-wide managed software solutions.
• Troubleshoots issues, assists in triage, and assesses risk and serves as escalation points for incident management.
• Manage administrative functions such as, but not limited to customizations of forms, fields, reports and create saved searches, dashboards, workflows, role-based access management and reporting support.
• Effectively work to resolve business line application requests or reported issues through effective listening skills, positive action, information gathering and/or ticket escalation.
• Keep application users regularly informed on progress and resolution for all application issues reported and in alignment with internal service level agreements using clear communication.
• Collaborate and coordinate with third-party service providers or other internal technical teams to address software needs-based solutions and production issues with implemented resolutions and consistent follow-up.
• Establish and maintain strong working relationships with business line, other internal technical teams, and third-party service providers needed to improve Enterprise-wide software solutions.
• Participate in on-call support for critical response to after hour application impairments or major outages as needed.

Business Systems Analyst II – API Engineering

• Engaging with various business units to translate business needs into quality software solutions.
• Assisting in the design, development, and implementation of identified solutions following Agile Software development practices.
• Providing operational support for all managed enterprise-wide software solutions.
• Working to maximize opportunities to use technology to improve products, services, and/or business processes.
• Overseeing all aspects of the Software Development Lifecycle for enterprise-wide software solutions.
• Driving joint business/IT requirements and solution discussions in addition to stakeholder review meetings.
• Identifying software functional gaps and opportunities of improvement.
• Collaborating with product owners to create product backlog by using Agile practices.
• Creating user stories with relevant acceptance criteria.
• Participating as a technical subject matter expert in project implementation from beginning to completion.
• Supporting Agile practices and encouraging the improvement of service.
• Designing, creating, and documenting process flows, technical requirements list, specifications, diagrams, scenarios, mockups, and/or models for the development team.
• Providing Tier 2 application support to uphold day-to-day business line operations.