A minimum of five (5) years in credit union or member service operations in a financial institution, including at least three (3) years in a supervisory or management role.
Consumer Lending and account opening experience is required.
NMLS registration required.
Thorough knowledge of Credit Union products, services, and policies
Strong knowledge of operations and metrics, including forecasting, scheduling, service level management, and quality assurance
Virtual and digital banking delivery, including remote account opening, identity verification, and electronic signatures
Strong working knowledge of consumer lending, account opening, and member onboarding
Experience using ZOOM or other contact center software solutions, IVR, call recording, and workforce management tools
Solid knowledge of California wage and hour requirements, including meal and rest periods, as they apply to scheduling and timekeeping
Must have an exceptional understanding of bank/credit union regulations and statutes
Proficient with Microsoft Office (Word, Excel, PowerPoint), contact center and digital banking platforms, other related computer applications, and business equipment
Must be able to follow established credit union policies and practices and legal and regulatory requirements
Ability to work a flexible schedule, including occasional evenings and weekends, to support contact center and virtual branch hours
Must have a method of transportation when needed to carry out essential job-related functions
If operating a motor vehicle, must have a valid driver's license
Proof of at least minimum automobile insurance coverage as required by the State of California
Consistent attendance