Manager

• Lead the strategy, development, and execution of workforce planning for the Member Experience Center (MxC).
• Ensure optimal staffing levels, scheduling practices, and real-time management strategies.
• Partner closely with MxC leadership and collaborate with HR and Finance.
• Develop and maintain short- and long-term forecasts across voice and digital channels.
• Oversee creation and optimization of agent schedules aligned with forecasted demand.
• Provide recommendations to balance service performance with operational efficiency.

Manager, Workforce Management

Administrative Assistant

• Provide administrative support for the Commercial Credit team, assisting in processes such as documentation and data inputs
• Analyze issues and implement effective solutions to meet the needs of clients
• Communicate with clients and collaborate to support relationship management
• Enter and manage loan data
• Assist in projects and manage reports
• Maintain accurate records and ensure compliance with policies

Commercial Credit Administrative Assistant

General Counsel

• Support the CLRO on legal, regulatory, and risk-related matters and help drive execution of department priorities
• Provide practical, business-oriented legal counsel to executive and operational leaders across the organization
• Monitor, interpret, and advise on changes in laws, regulations, and supervisory guidance applicable to credit unions and regulated financial institutions, including impact and implementation considerations.
• Support regulatory examinations, audits, and inquiries by reviewing responses and partnering with Compliance, Risk, Finance, and business teams on remediation planning and execution.
• Draft, review, and negotiate a broad range of contracts and arrangements, including vendor and third-party, technology, marketing, real estate, and professional services agreements.
• Provide legal support for product development and member-facing programs, including disclosures, advertising review, complaint matters, and issue management
• Manage or support litigation, claims, and disputes, including oversight of outside counsel, legal holds, discovery coordination, and settlement documentation
• Provide counsel on privacy, information security, and data governance matters in partnership with Information Security and technology teams, including incident response support as needed.
• Provide functional leadership for assigned legal work, including prioritization, quality review, and mentoring of legal team members
• Support management of legal department operations, including intake and workflow processes, matter management, outside counsel selection and spend oversight, and continuous improvement of legal templates and playbooks.
• Assume additional responsibilities as necessary for the continued growth and advancement of the credit union.

Deputy General Counsel

• Oversee, document, and track member complaints while ensuring timely, accurate, and compliant resolution to appropriate parties.
• Lead investigations into member complaints by identifying and collaborating with applicable business units.
• Ensure that service recovery strategies will restore member satisfaction and align with credit union values, policies, regulatory requirements, and industry best practices.
• Develop and deliver reports for executive leadership regarding complaint trends, case status, resolution outcomes, and recommended actions to mitigate identified risks and strengthen operational controls.
• Maintain and audit records of all complaints, investigations, and service recovery activities.

Service Recovery, Complaints Manager

• Develop, implement, and administer the organization’s Fair Banking Compliance Program.
• Complete compliance testing and quality control reviews using established monitoring procedures.
• Conduct Fair Lending and FCRA Risk Assessments and adjust compliance monitoring.
• Provide compliance advisory support to branch and department units.
• Support the Compliance team in preparing for and managing examinations.

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Manager, Workforce Management

Commercial Credit Administrative Assistant

Deputy General Counsel

Service Recovery, Complaints Manager

Fair Banking Manager