Join Our Team

• Financial Service Representative

  Location: SANTA ROSA

  Salary: $21 - $29.71 Hourly

  Position Summary:  Performs an extensive range of transactional duties.  May perform all duties of the MSR positions including guidance in the efficient and accurate handling of member needs.  Resolves complex member problems and performs consumer lending functions.

   

  Major Duties and Responsibilities:

  Member Service

  • Perform and comprehend all functions of the MSR II levels.
  • Perform service dependably and accurately, cross-selling CFCU products and services at every opportunity, always demonstrating member service standards.
  • Provide account information in person, by phone or via e-mail and video

  Transaction Processing

  • Perform all functions of the MSR II positions including complex transactions and loan transactions.
  • Assist MSRs with balancing.

  Experienced New Account Processing & Account Administration

  • Perform all New Account processing and account administration as required by CFCU standards.
  • Perform all file maintenance functions, including placing proper and accurate share comments according to CFCU standards.
  • Handle all aspects of IRA accounts including but not limited to: opening, closing, rollovers, transfers, contributions, and distributions

  Electronic Services

  • Assist members with stop payment request paperwork for share drafts and ACH/EFT items.
  • Expert knowledge of online banking, bill pay, and other electronic services for cross-selling, resolving member issues, and assisting co-workers as needed.
  • Assist members with using the ATM as needed.
  • Assist with filling/balancing/troubleshooting of automated cash machines as needed

  Loan Processing

  • Answer questions regarding lending needs and requests; have a working knowledge of CFCU lending guidelines in accordance with CFCU policies and procedures. 
  • Process, close, fund and disburse loans as needed.
  • Cross-sell additional loan products and services such as GAP, Debt Protection, and other CUNA insurance products

  Additional Duties

  • Particularly in select smaller branches, may need to act as Branch Manager, answering questions, solving problems, helping with complex transactions and sensitive member relations problems.  Explain policies and procedures to members.
  • Perform other tasks as assigned by management.
  • Ability to “travel” as needed to cover any location vacancies
  • Attend regular departmental and company-wide meetings.
  • Will participate in rotation of working a Saturday via video appointment

  Required Knowledge, Abilities, and Education:

  • Proven leadership skills with excellent member service and communication skills including written, verbal and listening skills.
  • Ability to interact effectively over the telephone, via e-mail, and video.  Effectively communicate with difficult members.
  • Ability to work and communicate effectively with all levels of the organization.
  • Excellent organizational skills, team skills, and adhere to CFCU clean desk policy and security policies.
  • Ability to use PC and work in Microsoft Office Suite programs.
  • Working knowledge of all CFCU account and loan products and services.
  • High school diploma.
  • Six months or longer as CFCU MSR II or two years or more in the financial services industry.

  Beneficial Education and Experience:

  • Notary (or ability to become one within 90 days) is required
  • Customer and/or retail experience is expected
  • Bilingual (Spanish) is beneficial

   

• Member Service Representative

  Location: SEBASTOPOL

  Salary: $19.50 - $24.23 Hourly

  Position Summary:  Performs a wide range of transactional duties with a degree of accuracy.  Assists existing members with closing accounts.  Resolves issues, professionally handle member requests.  Knowledgeable on the full range of credit union products and services, including loan products, in accordance with credit union policies and procedures.  

   

  Major Duties and Responsibilities:

  Member Service

  • Greet and welcome members to the credit union in a friendly, welcoming and timely manner, treating all credit union members, volunteers and employees with a cooperative attitude
  • Address member requests knowledgeably and courteously, conveying trust and confidence with individualized attention to members and adhering to member service standards.
  • Perform service dependably and accurately, cross-selling CFCU products and services at every opportunity.
  • Maintain personal appearance, workstation, and manner of communication at the highest professional level according to credit union standards.

  Transaction Processing

  • Process share withdrawals, obtaining proper identification and signature verification.
  • Process comprehensive, prompt, accurate and efficient member transactions.
  • Process loan, mortgage, and credit card payments, and ensure payments match balances due.
  • Process cash advances, transfers.
  • Issue cashier’s checks and money orders.
  • Place holds on accounts when necessary, according to CFCU guidelines.

  • Balance cash drawer nightly according to performance standards
  • Verify and record member identity information as required.
  • Process new check orders and reorders for existing members.
  • Answer questions regarding lending needs and requests; have a working knowledge of CFCU lending guidelines in accordance with credit union policies and procedures.  Refer members to appropriate lending staff, Supervisor, or Manager as needed.
  • Knowledge of opening additional shares to existing accounts
  • Knowledge of ACH and Draft disputes, Card disputes
  • Basic knowledge of wire requests and transfers
  • Basic knowledge of IRA types, contributions, and distributions
  • Assist with filling/balancing of automated cash machines as needed

   

   

  Electronic Services

  • Issue new debit cards, process the initial PIN and any PIN changes, cash advances, capture and replace debit cards in the computer system.
  • Working knowledge of online banking, bill pay, mobile banking and other electronic services for cross-selling and resolving member issues.
  • Effortlessly demonstrate use of mobile banking

  Additional Duties

  • Process address changes
  • Conduct complete safe deposit box transactions from issuing to updating records.
  • Place appropriate share comments on computer system.
  • Ability to “travel” as needed to cover any location vacancies.
  • Perform other duties and related tasks as assigned.
  • Attend regular departmental and company-wide meetings.

   

  Required Knowledge, Abilities, and Education:

  • Excellent member service and communication skills including written, verbal and listening skills
  • Ability to interact effectively over the telephone and via e-mail.  Effectively communicate with difficult members
  • Ability to work effectively and cooperatively with all levels of the organization
  • Good organizational skills, including ability to keep productive during slow times
  • Ability to use PC and operate in basic Microsoft Word and Excel documents
  • Knowledge of all CFCU products and services
  • High school diploma
  • Two or more years experience in a customer service or retail position
  • One to three years financial services industry position

   

  Beneficial Education and Experience:

  Bilingual (Spanish) is beneficial

   

• Card Services Specialist I

  Location: Santa Rosa (Corporate Office)

  Salary: $21 -$29.71 depending on experience

  Position Summary:  Perform all credit/debit card activities, which includes ordering/maintenance on card accounts, along with monitoring daily reports. Process ATM/Debit Card disputes received from members. Daily ATM and RDC deposit processing.   

   

  Major Duties and Responsibilities:

  • Process all debit card/ATM disputes in accordance with applicable laws and regulations
  • Complete chargebacks and handle fraudulent accounts in a timely and accurate manner
  • Issue credit/debit cards and complete file maintenance
  • Order copies of sales drafts for questionable items per member request
  • Respond to member questions and concerns in a professional manner
  • Complete lost and stolen reports
  • Review additional reports regularly
  • Keep abreast of all Visa/MasterCard regulations
  • Assist in reconciling all card related G/Ls as needed
  • Manage all card inventory (ATM, Debit, Credit). Ensure timely re-orders are placed as needed.
  • Order new credit cards based on established policies and procedures
  • Perform routine maintenance on credit cards as needed
  • Answer credit/debit card questions from staff and members when needed
  • perform proper audits of daily/monthly reports
  • Daily processing of ATM/RDC deposits thru Ensenta

   

   

  Required Knowledge, Abilities, and Education:

  • Accurate keyboard skills and familiarity with 10-key calculator
  • Effective oral and written communication skills
  • Effective listening skills
  • Well organized
  • Effective people skills
  • Easily adaptable to a fast pace

   

  Beneficial Education and Experience:

  • High School Diploma
  • Bilingual (Spanish) helpful

• Digital Banking Specialist

  Department: Marketing                                           

  Status: Non-Exempt      

  Level:  9

  Reports to:  Vice President, Digital Banking           

  Positions Supervised:  None

   

  Location: Santa Rosa (possible remote/hybrid option)

  Salary: $24.83-$37.25 hourly dependent on experience

  Position Summary:  The Digital Banking Specialist updates and delivers actionable insights leading to overall performance improvement within the Digital Banking and Marketing departments. The Digital Banking Specialist will regularly collaborate with other teams at the credit union, including our Executive Team and third-party agencies. This position will also help assist in the maintenance, servicing, and improvements of Community First’s consumer digital delivery channel, including all remote member services provided within online and mobile banking.

   

  Major Duties and Responsibilities:

  • Handles member issues and questions to resolve digital channel related problems.
  • Support Contact Center and Branches to resolve member online and mobile service problems.
  • Manages and supports all digital release activities, safeguarding and protecting the member experience and ensuring support and operational readiness of the digital banking platform.
  • Manages implementation and daily operations of the online and mobile banking platform to provide members with products and services that meet self-service needs and achieve the goals of the credit union.
  • The Digital Banking Specialist manages, supports, and organizes the data and analytical needs of the Digital Banking and Marketing departments.
  • Assist the VP of Digital Banking (VP) with project planning of new releases, user acceptance testing (UAT) across various devices and browser types, coordination of department deadlines, and drafting communication where needed.
  • Manage and implement any updates and new releases of online/mobile banking platforms.
  • Supports Digital Banking’s initiatives/changes as it relates to project management, policy updates, updates to member communications, and procedure updates for internal teams.
  • Support testing and facilitate communication to stakeholders.
  • Works in partnership with Training Department to ensure training occurs when critical changes to the Digital platforms occur for impacted departments and participate in trainings as needed.
  • Provides insights and make recommendations go/no-go decisions for member and staff readiness.
  • Maintains and develops release versions and maintenance updates as conducted by vendor with Information Technology and the Development team for related systems administered through the digital banking platform. Those system will include, but not limited to, Glia, Keystone (Corelation), Ensenta (RDC), Spera (MessagePay), Ipay (Jack Henry), and SavvyMoney.   
  • Partners with digital banking product/service owner (Product Owner) to effectively prioritize use of developer(s) for enhancements or development of a new functionality.
  • Conducts triage and escalates issues impacting digital banking to the appropriate group (i.e., vendor, IT, or Development) and communicates status at an appropriate cadence to VP.
  • Helps identify, analyze, and validate digital banking issues to identify common patterns and make recommendations to VP, vendor and/or IT department.
  • Ensure digital banking is operating, in conjunction with the core banking system, and other pertinent systems, at the expected levels.
  • Develops and maintains reporting, analytics, and dashboard with digital channel information (desktop/mobile banking, online account opening), tracking user behaviors, volumes, and product usage.
  • Becomes a Subject Matter Expert (SME) on the digital banking platform and associated tools/resources available.
  • Supports the VP with reviewing and responding to member feedback from the Apple or Google Store and identifies patterns to make recommendations based on the feedback gathered.
  • Monitors for potential cyber-fraud activity and works in partnership with the Senior Fraud Specialist to mitigate the risk of losses and identify fraud trends.
  • Works in partnership with the Compliance department to ensure the digital platform follows all compliance requirements and that changes based on regulatory updates occur on time.
  • Partners with Marketing to support promotional content and website changes and assist with member communication as it related to platform updates (enhancements).
  • Participate in Marketing discussions and provide ideas to determine strategies for member and product acquisition and cross-sell opportunities.
  • Makes recommendations to VP on existing and new FinTech technologies that align with the credit union’s vision.
  • Recommend improvements based on product testing, member feedback, usage, trends, (member behavior), and report analysis.
  • Demonstrate critical thinking with new issues, while maintaining a willingness to learn, and adapt with each situation.
  • Balance multiple deadlines and prioritize key deliverables.
  • Perform other duties and responsibilities as assigned by management.

   

  Required Knowledge, Abilities, and Education:

  • Strong customer (member) service experience.
  • Previous financial institution experience.   
  • Minimum two (2) year experience in related role or Digital Banking experience.
  • Previous experience leading projects and associated components (i.e., conducting testing, updating procedures, engaging pilot testing).
  • Knowledge of Microsoft Office products (i.e., Excel, PowerPoint, Word).
  • General knowledge of software applications used by credit unions or financial institutions.
  • Strong analytical and problem-solving skills.
  • Possess excellent oral/written communication skills.

   

  Preferred, not required, Experience and Skills:

  • A two-year college degree or completion of a specialized course of study at a business or trade school.
  • General knowledge and experience of ADA accessibility guidelines.
  • Experience in leading UAT to ensure proper system and product functionalities meet requirements.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.