Peak Credit Union

Project Manager

• Overseeing large, complex projects and programs.
• Provides mentorship to other project managers.
• Drives business process optimization.
• Leads cross-functional teams to deliver impactful results.
• Influences policies and practices for successful program delivery.

Senior Project Manager

Manager

• Supports Commercial Loan Officers in the management of existing commercial credit relationships and partners with the Commercial Loan Officers in support of new relationships.
• Serves as the primary point of contact for existing borrowing relationships.
• Partners directly with the commercial lending team to ensure timely annual reviews, document performance against covenants and conditions, and assists CLO in monitoring and developing action plans for deteriorating credit relationships (i.e., watchlist reports, problem loan status reports, etc.).
• Collects updated information, analyzes data, and creates periodic loan review memorandums with risk upgrade or downgrade recommendations with assistance from the CLO, as needed.
• Creates, coordinates, and reviews annual review memorandums, property inspections, and commercial real estate evaluations for accuracy and further approval recommendations.
• Underwrites, structures, and helps document new loan and modification requests for existing client relationships above a designated threshold; generally the most complex and largest credit relationships and circumstances (i.e., C&I, construction, etc.).
• Manages relationships with loan participation partners and provides research and underwriting for new participation loan requests.
• Seeks cross-sell opportunities and directs members to other services and products offered by the credit union to meet the needs of the business relationship.
• Performs all due diligence required including the review of financial, entity, legal and other documents prior to credit submission to protect credit union resources.
• Supports the CLO in the management of the assigned portfolio by monitoring performance and trends, proactively defining credit relationship solutions, identifying issues and developing remediation, underwriting and providing credit approval recommendations as designated.
• Supports the CLO in developing and maintaining special reports as needed for commercial lending team to monitor risk, realize opportunities, and aid in department and portfolio allocation and management.
• Helps support and train Commercial Portfolio Managers with financial spreads, credit memorandums, annual reviews, and loan documentation.
• Assists in ensuring the department adheres to all state/federal regulations, policies, and procedural guidelines. Provides feedback to commercial lending policy and procedural updates and revisions, as required. Remains current on industry, market trends and changes to regulation.
• Acts as a backup for the Commercial Credit Manager when needed.
• All other duties as assigned.

Commercial Portfolio Manager

Recruitment

• Manages the end-to-end recruitment process, including conducting in-take meetings, sourcing qualified candidates through a balanced source mix (e.g. passive, active, and referral candidate sources), screening applications, interviewing (e.g., phone, video, and in-person), coordinating assessments, leading scorecard calibration meetings, providing feedback to hiring managers, and facilitating hiring decisions for a wide range of positions in a timely, cost-effective, and compliant manner.
• Collaborates with hiring managers and People Business Partners to understand business needs, define role requirements, conduct in-take meetings, and create effective, tailored recruitment strategies to attract qualified candidates that align to workforce planning needs.
• Cultivates a positive candidate experience by ensuring timely, thoughtful, and engaging communication, promoting credit union values and culture, and integrating DEI principles throughout all phases of the hiring process.

Talent Acquisition Partner

Call Center Representative

• Collaborates with the Director of Contact Center to develop and implement strategies that differentiate member support through exceptional service delivery.
• Fosters a positive, professional, and engaging work environment that encourages enthusiasm, collaboration, and excellence.
• Acts as a subject matter expert (SME) for all credit union policies and procedures, with a special focus on over-the-phone and digital member interaction Provides guidance to leadership and staff to ensure policy adherence and service excellence.
• Designs and oversees a comprehensive Channel Services Quality Management program, ensuring alignment with strategic goals and member satisfaction standards.
• Creates a robust onboarding program tailored to frontline employees and leadership, equipping them with resources, coaching, and support for confidence and success.
• Leads and manages a team of trainers, providing guidance, mentorship, and support to ensure the effective delivery of training programs that align with organizational goals.
• Manages and maintains Channel Services knowledge base content, ensuring it is accurate, up-to-date, and aligned with staff needs.
• Analyzes member feedback from complaints, surveys, and call recordings to identify pain points and collaborates with leadership on solutions to reduce friction.
• Provides actionable insights to various departments and credit union leadership regarding service trends, gaps, and opportunities for improvement.
• Participates in and leads projects related to quality assurance, training, and service enhancement, often stepping into a project management role to ensure deliverables are met and initiatives are successfully implemented.
• Develops and delivers insightful reporting for Channel Services leadership and senior stakeholders, focusing on actionable data to drive decisions. Researches and shares best practices for member and employee engagement, integrating insights into the organization’s culture and processes.
• Ensures service delivery excellence across all interaction channels by tailoring solutions to meet unique member needs.
• Serves as an administrator of and optimizes speech analytics technology, providing training and support for leaders to leverage the platform effectively.
• Serves as a subject matter expert on the service recovery platform, ensuring best-in-class practices for achieving high-resolution rates.
• All other duties as assigned.

Contact Center Training and Quality Operations Manager

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.