Qureos Mentor

Golden 1 Credit Union

TITLE: SUP - CARD OPERATIONS
 STATUS: EXEMPT
 REPORTS TO: MGR - CARD OPERATIONS
 DEPARTMENT: CARD OPERATIONS
 DATE: 01/23
 JOB CODE: 5008
 PAY SCALE: $92,300.00 - $95,000.00 ANNUALLY
 
GENERAL DESCRIPTION: 
Direct and supervise the Card Operations staff and functions to ensure accurate, timely and efficient performance of Card Operations. Maintain excellent knowledge in all legal codes, rules, and regulations to protect members and the integrity of the credit union. Motivate staff to meet the Golden 1 Credit Union’s strategic goals. Recommends and implements efficiencies to the Card Operations Department. There are four objectives as a leader at Golden 1 Credit Union:
 <ul>
<li>Elevate to a High-Performing Team – Manage, develop, coach talent</li>
<li>Own the Risk – Own the risk of the processes within role mandate</li>
<li>Execute Flawless and Efficient Processes – Be the owner of the processes including all requirements, systems, execution outcomes, member experience, metrics, reporting and communication</li>
<li>Cultivate Peer Relationships</li>
</ul>
TASKS, DUTIES, FUNCTIONS: 
1. Lead a team of staff in meeting the credit union’s strategic goals: By creating a motivational atmosphere that leads by coaching, training, counseling, monitoring and positive feedback/evaluations to team members. Maintain an effective and open working environment and promote teamwork and communication among team members. Administer, process, and maintain staff payroll, personnel reports and management analysis and summary reports. Oversee all departmental job functions for compliance, timeliness, and accuracy.
 2. Perform supervisory functions to ensure quality service, products, security, and staff. Plan, organize, and control the daily department operations. Implement and ensure departmental compliance with established security for protecting member records and confidentially. Maintain knowledge in credit union policies and practices and communicate them effectively to staff. Provide the manager with monthly department updates in a timely manner, according to the agreed-upon date.
 3. Foster relationships with external partners such as card companies, and system providers to drive payment acceptance and processing initiatives related to the Credit Union’s settlement.
 4. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
 5. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values.
 6. Research, analyze, identify alternatives, and recommend improvements for operational efficiency. Update and maintain department procedures and manuals. Ensure staff maintain strict confidentially on employee and member records and Audit Department requests. Perform User System validations for new system releases and make necessary changes to procedures for branches, departments, and staff. Identify, investigate, and respond to member concerns.
 7. Participate in the research, development and implementation of new card products and services.
 8. Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence.
 9. Maintain current working knowledge of established Credit Card and Credit Union rules, regulations, policies, and practices.
 10. Ensure departmental compliance with established security and internal audit controls.
 11. Perform liaison functions with external contacts, processors, vendors, and associated organizations.
 12. . Prepare data-driven analysis reports on a consistent quarterly, monthly, and weekly cadence
 13. Provide data tracking of promotional campaigns.
 14. Assist in training and coaching of new and on-going procedural changes.
 15. Test and validate system enhancements.
 16. Interact, communicate, and cooperate with branch, department, and management staff to provide operational efficiency.
 17. Actively participates in departmental projects to ensure all outstanding contingencies are accounted for.
 18. Ensure Staff is compliant with state, federal regulations.
 19. Identify and document card/ATM issues and or risks in a timely manner for mitigation planning.
 20. Perform routine audits of daily work, reports, GL’s, to ensure on going compliance.
 21. Direct, schedule, train, counsel, monitor and evaluate department staff. Interview for open positions and follow applicable hiring practices.
 22. Oversee the operational performance of the ATM fleet to provide the highest caliber of service. Monitor and control interdepartmental work flow, ensuring established timeframes for completion of work is met. Ensure the credit union is in compliance with Card regulations and make changes as necessary. Oversee and review Card Operations reconcilement and balancing of general ledger accounts for accuracy and timeliness in clearing outstanding entries. Process payroll and monitor attendance records.
 23. Maintain a working knowledge of all card systems and train staff with new enhancements. Prepare invoices for payment and maintain budget and G/L records for Card Operations. Assist with yearly budget process and monthly variance report. Research, analyze, identify alternatives, and recommend improvements for operation efficiency. Prepare employee performance evaluations and recommendations for promotional increases, as well as employee counseling and disciplinary actions. Recommend employee termination when applicable.
 24. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
 PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
 1. Effective oral and written communication skills.
 2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.
 
ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 
1. INTERNAL: Various levels of staff and management.
 2. EXTERNAL: Members, vendors, landlords, government agencies, property management company, member group representatives, and ATM service companies.
 
QUALIFICATIONS: 
1. EDUCATION: Bachelor’s degree preferred or equivalent work experience.
 2. EXPERIENCE: Five years or more of progressive experience at a financial institution and one year of supervisory experience preferred.
 
3. KNOWLEDGE/SKILLS: 
Leadership skills
 Sound Knowledge of methods and principles of business practices
 Ability to work independently and meet deadlines
 Strong oral and written communication skills
 Strong time management and organizational skills
 Strong research, analytical, and planning skills
 Ability to use logical reasoning when interpreting facts
 Ability to make objective observations, examinations, evaluations, and recommendations
 Working knowledge of Windows, Excel, Word, PowerPoint, Project Ability to work on several projects – multitask
 Strong member relations skills. Confidentiality skills.
 
PHYSICAL REQUIREMENTS: 
1. Prolonged sitting throughout the workday with occasional mobility required.
 2. Corrected vision within the normal range.
 3. Hearing within normal range. A device to enhance hearing will be provided if needed.
 4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
 5. Ability to travel for business, as needed during projects or ATM site review or installation.
 6. Occasionally required to change work hours to accomplish tasks.
 
LICENSES/CERTIFICATIONS: 
#LI-Hybrid
 THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
 Rev: 02/28/2025

Supervisor - Card Operations

TITLE: BUSINESS SYSTEMS ANALYST I
 STATUS: EXEMPT
 DEPARTMENT: EP CORES
 DATE: 4/2022
 REPORTS TO: MGR - ENTERPRISE CORES AND APPLICATIONS
 JOB CODE: 11137
 PAY GRADE: 17S
 PAY SCALE: $75,500.00 - $82,000.00 ANNUALLY
 
GENERAL DESCRIPTION: 
The Business Systems Analyst I 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. This also includes the operational support for all managed enterprise-wide software solutions. In partnership with the software vendors and business units, the analyst will work to maximize opportunities to use technology to improve products, services, and/or business processes. A solid understanding of the Credit Union’s enterprise-wide software solutions is required.
 
TASKS, DUTIES, FUNCTIONS: 
1. 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.
 2. Drives efficient and effective joint business/IT requirements and solution discussions in addition to stakeholder review meetings.
 3. Provide high-quality analytical system solutions for key stakeholders.
 4. Identifies software functional gaps and opportunities of improvement.
 5. Collaborates with product owners to create product backlog by using Agile practices.
 6. Creates user stories with relevant acceptance criteria.
 7. Participates with the implementation of projects as technical subject matter expert from beginning to completion.
 
a. Delivery Focus: 
i. 80% Project support
 ii. 20% Department process improvement
 8. Participate in scrum events such as daily scrums, sprint planning, backlog refinement, sprint retrospective and reviews.
 9. Supports Agile practices and encourages the improvement of service.
 10. 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.
 11. 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.
 
a. Operations Focus: 
i. 80% Tickets and operational support requests
 ii. 20% Manage and support software upgrades
 12. Troubleshoots issues, assists in triage, and assesses risk and serves as escalation points for incident management.
 13. 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.
 14. Effectively work to resolve business line application requests or reported issues through effective listening skills, positive action, information gathering and/or ticket escalation.
 15. 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.
 16. 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.
 17. 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.
 18. Participate in on-call support for critical response to after hour application impairments or major outages as needed.
 
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
 
1. Strong oral and written communication skills required to interact or complete technical analysis with Credit Union staff, management, or vendor partners.
 2. Strong adaption skills contributing to an environment that promotes and enables change to facilitate improved ways of working.
 3. Understanding of Agile based development practices.
 4. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, printer, facsimile machine, and telephone.
 5. Makes sound decisions in the absence of detailed instructions.
 6. Ability to multitask, work under pressure and tight deadlines; may be required to work extended hours to complete tasks or respond to system production issues.
 7. Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed technical process flows, and the development of operational performance and quality metric standards and reports.
 
ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 
1. INTERNAL: All Credit Union Staff
 2. EXTERNAL: Vendors, suppliers, government agencies, other industry associations and peers at other financial institutions.
 
QUALIFICATIONS: 
EDUCATION: Minimum two-year degree in Information Technology, Project Management or Business Administration required, or 2 years of experience. Bachelor’s degree in Business Administration, Accounting, Information Technology, Engineering, Management, or related field preferred with 2+ years of experience. Equivalent work experience may be considered in lieu of a 2-year degree. Agile certifications preferred.
 
EXPERIENCE: Four years or more experience in financial or health services, including technical business analysis, product development and process improvement. Experience working in an Agile environment or Azure eco system (DevOps) strongly desired.
 
KNOWLEDGE/SKILLS: 
<ul>
<li>Knowledge of commonly used financial industry concepts, practices, and guidelines.</li>
<li>Knowledge of existing Credit Union products, services and overall operational guidelines, especially as it relates to various delivery channels.</li>
<li>Excellent oral communication, presentation and technical writing skills.</li>
<li>Strong research, technical analysis, planning and organizational skills.</li>
<li>Ability to use logical reasoning when interpreting facts.</li>
<li>Experience with medium to large enterprise software systems, as well as the ability to learn new systems quickly.</li>
<li>Ability to analyze and document complex technical business processes.</li>
<li>Ability to make observations, examinations, evaluations and recommendations.</li>
<li>Ability to execute projects and direct team members to implement system upgrades and enhancements.</li>
<li>Strong PC skills.</li>
</ul>
PHYSICAL REQUIREMENTS: 
1. Carry and respond to a cell phone 7 days a week. May need to diagnose problems from home, occasionally may need to travel to site to correct problem either by car or public conveyance.
 2. Prolonged sitting throughout the workday with occasional mobility required.
 3. Corrected vision within the normal range.
 4. Hearing within normal range. A device to enhance hearing will be provided if needed.
 5. Ability to lift 20 lbs. as may be required.
 6. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
 7. Occasional travel may be required locally, statewide, and throughout the United States to attend seminars and vendor group meetings. Overnight travel and evening schedules included.
 8. Occasionally required to change work hours or work long hours including working on weekends to accomplish tasks.
 
LICENSES/CERTIFICATIONS: 
None
 
#LI-Remote
 
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
 
REV. 8/14/2024

IT - EP Cores - Business Systems Analyst I

TITLE: DIRECT LOAN PROCESSOR SPECIALIST I
 STATUS: NON-EXEMPT
 REPORT TO: SUPERVISOR – DIRECT LENDING
 DEPARTMENT: CONSUMER DIRECT LENDING OPERATIONS
 JOB CODE: 11220
 PAY RANGE: $20.70 - $23.00 HOURLY
 
GENERAL DESCRIPTION: 
As a Direct Loan Processor Specialist I, your primary objective will be to provide prompt, efficient and accurate service to our members and co-workers from the application stage through the funding process on consumer loans.
 You will be responsible for managing a large volume of inbound and outbound consumer loan-related calls from members and co-workers daily. With the ability to multi-task in a fast-paced environment, you will be expected to actively listen to members, respond to their queries and concerns, and always deliver outstanding member service. As a Consumer Direct Lending Specialist I, you will support Member Service and Branch employees with complex loans, questions, or escalations.
 As a Direct Loan Processor Specialist I, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.
 
TASKS, DUTIES, FUNCTIONS: 
1. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
 2. Manage a high volume of inbound and outbound loan-related calls effectively and simultaneously manage loan applications.
 3. Continuously develop yourself to solve problems and improve department performance.
 4. Foster a positive work environment by actively listening to and responding to member and co-worker needs with a courteous and helpful attitude.
 5. Analyze data, research, and collect documentation, and prepare loan documents with minimal errors.
 6. Obtain and verify required Department of Motor Vehicles (DMV) documentation to properly record the company's lien on loan collateral.
 7. Collaborate with peers across different departments to carry out key steps in the loan application process.
 8. Audit various operational documents, including executed loan documents, and reports to ensure proper procedural compliance, accuracy, and authenticity.
 9. Maintain a working knowledge of Golden 1 lending policies and procedures to ensure compliance.
 10. Conduct supportive tasks including email correspondence, answering TEAM chat queries, conducting consumer loan fulfillment audits, providing assistance for escalated calls and branch emails.
 11. Identify and mitigate potential fraud, suspicious activity, and identity theft.
 12. Conduct member interviews, perform financial calculations and analysis on Proof of Income, and gather information to satisfy loan conditions in order to determine suitability for loan funding.
 13. Prepare loan documents and send them to members for signing and prepare approved loans for disbursement accordingly.
 14. Constantly develop critical thinking skills and enhance departmental performance.
 15. Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.
 16. Participate in video conferencing and online meetings while being comfortable in a virtual office culture.
 17. Provide effective oral and written communication skills to aid other employees and proactively follow up on member inquiries and concerns via Web Messaging or phone taking care to ensure proper grammar and a professional tone.
 18. Provide exceptional customer service to Golden 1 members, dealerships, and outside finance companies.
 19. Perform other tasks as assigned.
 
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
 1. At least three years of experience working in a busy call center environment where high call and loan application volume are the norm preferred.
 2. Strong multitasking skills with excellent mindfulness and accuracy.
 3. Exceptional verbal and written communication skills, including the ability to articulate technical information in a clear and concise manner.
 4. Strong knowledge retention and recall abilities to provide quick and accurate information to callers.
 5. Ability to handle pressure and remain calm in challenging situations with frustrated callers.
 6. Fast and efficient workstyle to accommodate high volume of calls while maintaining high quality customer support.
 7. Empathetic and friendly approach to gain customers' trust and establish positive rapport.
 8. Excellent organizational skills to multitask and manage various duties, such as note-taking, knowledge base checking, and LPQ/DataSafe system updating, while speaking with callers.
 9. Knowledge of DMV titling and lien filing is a plus.
 10. Familiarity with Microsoft Office programs.
 11. Ability to identify and mitigate potential fraud, suspicious activity, and identity theft.
 12. Initiative-taking individual with a can-do attitude and a willingness to take on any task required to meet or exceed team goals and objectives.
 13. A collaborator with exceptional customer service skills and a commitment to providing a positive experience for Golden 1 members.
 14. Knowledge of auto loans, and personal loans is a plus.
 15. The successful candidate has experience working in a high-volume call center environment with a proven track record of meeting established productivity and quality standards.
 16. Prolonged sitting throughout the workday with occasional mobility required.
 17. Corrected vision within the normal range.
 18. Hearing within normal range. A device to enhance hearing will be provided if needed.
 19. Ability to lift 15 lbs. as may be required.
 20. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
 
ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 
1. INTERNAL: Managers, Supervisors, branch staff, Member Services, Vehicle Services, back-office staff, peers, and all levels of leadership. Assists MSS I, II, and II's, as well as Branch Management, in handling complex loan applications and escalations that need to be taken over and completed for fulfillment of the loan.
 2. EXTERNAL: Members, dealerships, and finance companies.
 
QUALIFICATIONS: 
1. EDUCATION: A high school diploma or equivalent is required, with some college preferred.
 2. EXPERIENCE: 3 years of experience in a fast-paced call center environment or work environment with high call volume and loan processing volume.
 #LI-Remote
 THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
 REV. 9/4/2025

Consumer Direct Lending Ops - Direct Loan Processor Specialist I

Join Golden 1 Credit Union and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Golden 1 Credit Union

ABOUT_COMPANY

Supervisor - Card Operations

IT - EP Cores - Business Systems Analyst I

Consumer Direct Lending Ops - Direct Loan Processor Specialist I