Peak Credit Union

Copywriter

• Creates creative, compelling, and consistent themes, messaging, and branding in all communication touch points, including print advertising, video, emails, letters, website content, digital advertising, social media, and more.
• Supports organizational external messaging and campaign strategy with editorial oversight and high-quality written content.
• Sources and develops content for campaigns.
• Focuses on engine and conversion-optimized copywriting for websites, landing pages, and banners.
• Creates SEO- and AIO-optimized blog topics and blog articles that drives members to take action and attracts prospective new members.
• Performs background research and keyword research as needed.
• Conducts market and customer research to understand the target audience and create relevant and engaging copy.
• Organizes the editorial process across external publishing areas. Defines content types/styles/channels/use case for the campaign.
• Develops strategies for the lifecycle of content. Assesses the performance of content by analyzing metrics, user impressions, and keyword searches.
• Creates content to retain customers, build trust, and establish long-term business relationships.
• Supports the copywriting workflows across channels, approves proofs, schedules, copywrites, and edits content.
• Ensures that messages are grammatically correct and error-free, have an appropriate tone and subject matter, and are aligned with credit union priorities and themes.
• Acts as primary point of contact for freelance copywriters, including assigning, reviewing, approving, and managing their work.

Call Center Representative

• Engages with members and potential members across multiple communication channels (calls, chats, secure messages), delivering courteous, professional, and timely service tailored to each channel's specific demands
• Manages multiple types of interactions simultaneously, efficiently balancing inbound calls, real-time chat sessions, and secure messaging conversations to handle a variety of member transactions, including withdrawals, loan payments, wire transfers, and money transfers
• Adapts communication style to suit the medium (voice vs. text), ensuring clarity and accuracy when addressing member inquiries related to statements, share withdrawals, and loan payoffs in both written and verbal forms
• Provides technical support for online banking and other digital services, offering comprehensive troubleshooting through various member channels
• Adheres to security protocols, ensuring accurate member identification by following the Member Identification Program (MIP) and established security procedures
• Identifies sales and service opportunities across all communication channels by analyzing member behavior and needs
• Meets or exceeds production and referral goals while handling multiple channels and adapting sales strategies to fit different communication styles
• Maintains high efficiency and responsiveness across platforms

Part-Time Contact Center Multi-Channel Specialist

Customer Support

• This position is responsible for delivering comprehensive administrative and member support throughout the entire loan life cycle, ensuring seamless service at every stage.
• Assists credit union departments and members with expert knowledge of loan products, core credit union functions, policies, procedures, and compliance with state and federal regulations.
• Plays a critical role in the loan life cycle in driving operational efficiency and member satisfaction.
• Takes action to address both direct and indirect credit disputes by reviewing and validating data, such as the Metro 2 file, core and collection software to ensure loans are accurately reported.
• Oversees loan modifications, reconstructions, payment reversals, and payment processing with advanced expertise in the core system.
• Communicates clearly and effectively with members and frontline employees, providing transparent explanations and support to maintain smooth loan servicing operations and enhance overall member experience.
• Manages insurance functions, including CPI for consumer and commercial loans, GAP, PPP, Letters of Guarantee, and storage requests.
• Collaborates with insurance carriers and dealerships throughout the insurance claim process to ensure efficient and accurate claims resolution.
• Handles escalated member situations with professionalism, clear communication, and a focus on mitigating risks to the credit union, ensuring timely and effective solutions while maintaining positive member relationships.
• Manages the charge-off process by preparing loans and shares for transfer to a third-party collection agency, ensuring accuracy and compliance throughout.
• Builds and maintains a collaborative relationship with the agency, supplying essential documentation to support legal actions and judgment proceedings.
• Oversees the addition of collection-related expenses, ensuring all charges are applied correctly and do not compromise the integrity of the loan’s structure.
• Handles recoveries and updates ChexSystems records when accounts are paid in full, ensuring accurate reporting and resolution.
• Identifies and resolves systemic core errors to maintain data integrity and ensure smooth operations.
• Manages reporting and general ledger (GL) processes, addressing discrepancies to mitigate potential risks timely.
• Audits enterprise content management systems, including loan terms to ensure accuracy and maintain documentation integrity.
• Regularly reviews daily, weekly, and monthly reports, detecting inaccuracies and implementing corrective actions to ensure accuracy of member loans and reduce future risk.
• Responds to Loan Support hotline inquiries from frontline staff and members, as well as requests via email, ticketing systems, and instant messages.
• Leverages expert knowledge of the core system and loan products to effectively navigate complex transactions and handle escalated situations, providing accurate, timely, and professional support.
• Handles the processing of payoff checks from insurance companies, dealerships, and title companies, ensuring vehicle titles are accurately released to the appropriate recipients.

Loan Support Specialist

• Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives
• Initiates and drives department and enterprise-wide projects
• Leads and develops the Contact Center Team, establishing performance metrics/KPIs, sales goals, coaching and recognition practices
• Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels
• Establishes and maintains a quality assurance program
• Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery
• Oversees the Contact Center budget
• Leads workforce management
• Leverages technology to streamline operations
• Manages vendor relationships
• Serves as a key point of contact for Contact Center-related matters
• Identifies and mitigates operational risks

Director of Contact Center

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance.
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions.
• Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services.
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits.
• All other duties as assigned.

Copywriter

Part-Time Contact Center Multi-Channel Specialist

Loan Support Specialist

Director of Contact Center

Contact Center Specialist