Seattle Credit Union

People Operations

• Oversee the holistic People Experience strategy that aligns with business objectives and strengthens culture, engagement, and connection
• Integrate talent, operations, and HR partnership functions to create a consistent and high-quality employee journey
• Define the vision and strategy for a seamless, values-driven employee experience across the organization
• Align people initiatives with organizational priorities and culture goals through close partnership with the executive leadership team
• Ensure the employee lifecycle—from recruitment to daily People Experience support—is consistent, service-oriented, and aligned with policy and organizational needs
• Provide executive oversight to leaders in Talent Acquisition, People Operations, and HR Business Partnership teams
• Ensure each function delivers reliable, high-quality programs and services that meet evolving business needs
• Champion recruitment strategy to attract diverse, high-caliber talent
• Drive employer brand, candidate experience, and workforce competitiveness
• Guide HRBPs in providing strategic consultation to leaders across the organization
• Ensure people strategy, workforce planning, and organizational effectiveness are aligned with business needs
• Oversee operational excellence across HR processes, systems, compliance, and employee lifecycle administration
• Ensure efficient, accurate, and employee-centered People Ops service delivery
• Champion a culture that reflects organizational values and supports inclusion, connection, and accountability
• Ensure equitable, employee-centered practices are embedded across Talent Acquisition, HR Operations, and HRBP work
• Serve as a trusted advisor to executive leadership on people, culture, organizational topics connected to people, policies and operations

SVP, People Experience

Solutions Engineer

• Oversee all collection and recovery functions
• Monitor and report on charge-offs, delinquencies, and related trends
• Partner with the VP of Consumer Lending to execute strategic initiatives
• Inspire, engage, and develop team members through coaching and mentoring
• Design and maintain collection programs while ensuring full compliance
• Define departmental KPIs that align with organizational objectives
• Maintain awareness of factors impacting delinquency and stay current on industry trends
• Manage the end-to-end process for reporting and ensure accuracy
• Oversee collectors’ outreach efforts and negotiate repayment arrangements
• Manage bankruptcy filings and delinquent mortgage accounts
• Lead the annual departmental budgeting process and direct audits

Member Solutions Manager

Risk

• Conducts annual enterprise risk assessments in all operational and functional areas of the credit union, including key compliance areas such as BSA, OFAC, and payment systems
• Maintains and monitor the risk register and risk taxonomy; document inherent and residual risk and control effectiveness under the guidance of the AVP of ERM
• Integrates risk analysis into strategic planning, major initiatives, and resource allocation
• Develops and maintains the risk appetite and tolerance statement handbook
• Defines, monitors, and reports Key Risk Indicators (KRIs); escalate emerging risks and facilitate action plans with risk owners and executives
• Provides expert compliance advice across all departments to ensure activities, initiatives and processes meet regulatory requirements
• Reviews and recommends edits to marketing collateral and member communications, partnering with Marketing Department
• Manages the relationship with the credit union’s disclosure vendor to ensure timely updates and publishing of credit union disclosures
• Drafts and maintain ERM policies, standards, and procedures; align with safety and soundness principles and regulatory expectations
• Prepare concise, executive-ready ERM reports and dashboards for ELT, Board, and audit committee; coordinates materials and follow-ups
• Assists leaders and teams on risk culture; partners with other teams to deliver risk education and playbooks; champions efficient, right-sized controls
• Oversees the business continuity program (BCP) by leading the BCP Committee, coordinating testing, training, and conducting business impact analysis
• Drives the execution of the vendor management program by coordinating with business owners to ensure vendors are properly assessed and managed according to organizational standards and regulations
• Oversees the use of the GRC platform through guidance and oversight, ensuring audit findings, vendor management, and incident responses are documented in accordance with policies and regulatory standards
• Provides consultative risk guidance to organizational leaders
• Undertakes additional responsibilities as assigned

Risk Program Advisor

Call Center Representative

• Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets
• Contribute to and consistently meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production
• Proven expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals
• Uses sound judgement on when to engage support to resolve challenges, utilizing resources and training to answer inquiries
• Takes responsibility for quality and quantity of work
• Deliver expertise in credit union products and services, while assisting members with general inquiries, such as balances, transaction history, and stop payments
• Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standards
• Listening to our members, leading with empathy, owning the solution, delivering excellence, and utilizing appropriate escalation techniques
• Proactively perform tasks and contribute to member channel queues that directly impact member experience
• Manage all interactions with members, primarily over the phone, in a kind and welcoming manner that aligns to the mission and values of the credit union
• Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments
• Open to mentoring and coaching through review and analysis of real member transaction recordings in order to advance delivery of a premier level of service to our membership and community
• Responds positively to feedback and coaching
• Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members, and capture member feedback when appropriate
• Mitigate risk to the credit union by adhering to policies and procedures, including verification requirements, processing transactions with accuracy, and proactively identifying and escalating red flags
• Ability to support members and internal partners utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, website, bill pay and ATM’s
• Maintain knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies
• Communicate effectively, both verbally and written, in English and a second language, if applicable
• Effectively adjusts to changing and evolving priorities and expectations
• Prepared to work during inclement weather or business continuity event, to ensure uninterrupted support for our membership.
• Demonstrated commitment to SCU Values
• Maintain reliable attendance and punctuality
• Other duties as assigned.

Contact Center Associate – Generalist

Manager

• Overseeing all activities related to the collection of accounts
• Perform quality control checks on collection activities, ensuring accuracy and adherence to established standards
• Actively engage and motivate department staff to help foster a culture of excellence and results
• Effectively manage direct reports, showing proficiency in setting expectations, delegating, organizing work, and providing constructive feedback in a timely manner
• Lead all department operations in the absence of the Member Solutions Manager
• Lead on all member complaint resolutions
• Produce various monthly reports to support department operations and decision making
• Provide staff training and make recommendations to the manager regarding staff development opportunities/needs
• Produce and recommend inventive solutions to a wide range of new and unique situations
• Lead by example in collecting from members at all stages of delinquency, up to and including charge-off
• Demonstrate excellent service skills in all interactions with employees and members
• Actively participate in the direction of department and determination of work assignments
• Able to function as primary or back up in all areas of collections, such as real estate, bankruptcy and repossessions, as needed
• Participate in the monitoring and updating of department procedures, compliance and risk assessments and make recommendations for improvements
• Supervise department vendor management, including the on-boarding of new vendors and on-going due diligence requirements
• Proactively engage legal counsel when warranted
• Handle all administration functions of the Temenos Lifecycle Management Suite, including managing open support ticket items
• Represent the credit union in court or at industry meetings and training conferences, when applicable
• Partners with internal and external clients using excellent written, verbal, and interpersonal communication skills
• Advances multiple projects and responsibilities simultaneously
• Demonstrates commitment to SCU values
• Analyzes and overcomes objections; demonstrates collaborative teamwork and critical thinking skills

Member Solutions Assistant Manager

Sales

• Leads and develops a high-performing team of consumer loan specialists by hiring top talent, providing comprehensive training, and ensuring effective scheduling and support
• Inspires a culture of accountability and excellence by setting clear service level expectations and actively supporting staff in achieving them
• Provides regular performance feedback through reviews and coaching, and partners with team members to identify growth opportunities and implement improvement plans when needed
• Monitor individual and team sales performance through call reviews and quality audits; provide feedback and coaching to improve sales and service quality for both core Consumer Lending products as well as ancillary products
• Promote cross-selling of credit union products and services, ensuring CLS are equipped to identify member needs
• Collaborate with the AVP, Consumer Lending to meet production goals and implement process improvements
• Ensure compliance with internal policies and procedures, and state and federal regulations, pertaining to consumer lending
• Demonstrate decisiveness, integrity, flexibility, and critical thinking that advances team, department, and organizational success
• Successfully manage unexpected situations using anecdotal and factual data to resolve challenges decisively
• Monitor the quality and integrity of loan applications submitted and the actions of the CLS in connection with loan originations
• Monitor red flags or trends in connection with new loan applications, CLS, and dealership partners and take appropriate actions to prevent and resolve as needed
• Set service level expectations and hold staff accountable when expectations are not met
• Conduct performance reviews, corrective action plans, and coach staff on areas for improvement
• Regularly complete pre-defined quality control audits; recommend adjustments as needed
• Represent the department during internal and external exams and audits as needed
• Provide training and development for branch and retail staff on consumer loan products, and to CLS on deposit and other products, to increase referrals between teams
• Assist in planning, development, and implementation of lending processes, programs, and policies
• Participate in budgeting and financial forecasting/planning
• Support the department’s satisfaction and Net Promoter Score (NPS) goals by delivering high-quality service and fostering a culture of excellence
• Demonstrate excellent customer service skills to both internal and external audiences
• Consistently demonstrates SCU Values
• Regular and reliable attendance

Consumer Lending Sales Manager

Marketing

• Assist in planning, executing, and monitoring multi-channel marketing campaigns (digital, print, email, social media, events) to promote products and services.
• Coordinate timelines, deliverables, and communication across teams to ensure successful campaign delivery.
• Collaborate with internal and external teams to build tools and language to support marketing strategy.
• Develop, edit, and curate content for marketing materials.
• Ensure all content adheres to brand guidelines and compliance requirements for the financial industry.
• Facilitate website updates and social media posts to align with marketing objectives.
• Consistently meet project deadlines to ensure strong outcomes and support for member needs.
• Demonstrate initiative and independence in identifying project requirements and solving complex challenges.
• Contribute to team success by offering thoughtful recommendations, feedback, and improvements to enhance both collaborative and individual projects.
• Apply sound decision-making skills to drive progress and deliver optimal results.
• Summarize results, outcomes, and analyze future improvements in monthly reports.
• Serve as a liaison between marketing, product, sales, and compliance teams.
• Other duties may be assigned.