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• Assistant Branch Manager

  Location: SANTA ROSA 

  Position Summary: Assists Branch Manager with overall operation of the branch.  Assumes responsibility for the branch in the absence of the Manager.  Leads branch team in achieving branch and organizational productivity and sales goals.  Supervises daily operations of the branch to ensure that member service expectations are met while observing CFCU policies and procedures and minimizing risk.

   

  Major Duties and Responsibilities:

  • Ensure accountability of employees in meeting member service goals.
  • Provide employee supervision, leadership, and evaluation. Assist Branch Manager, and in some cases the CRO, with disciplinary matters.
  • Maintain harmony in the workplace among employees and resolve grievances whenever possible.
  • Ensure that member service expectations are met by scheduling employees to be available at all times. May function as an MSR or loan officer to ensure proper coverage.
  • Make sound operational decisions, including decisions which may be exceptions to policy.
  • Ensure daily branch balancing. Assist employees and accounting staff in locating and reconciling posting errors on member accounts, adjusting errors
  • Assist staff or members in solving complex account problems; research any discrepancies
  • Analyze procedures and assign duties to staff to maintain consistent productivity throughout the day. Monitor work to ensure the highest level of quality service to members is delivered.
  • Assist with ongoing training to branch employees with policies, procedures, compliance, regulations, continuing education.
  • Participate in Saturday rotation; working a minimum of one (1) Saturday per month and performing all the necessary functions for staff support and member service; including acting as manager as the shift allows.
  • Perform other duties and related tasks as assigned.
  • Attend regular departmental and company-wide meetings.

   

  Required Knowledge, Abilities, & Education:

  • Must have achieved SR MSR level
  • Ability to use PC and work in Microsoft Word and Excel documents
  • Excellent member service and communication skills, including written, verbal and listening skills
  • Ability to establish and maintain effective and cooperative working relationships with all levels within the organization
  • Basic lending knowledge: loan processing, member application reviewing and inquiries
  • Strong work ethic
  • High school diploma

   

  Beneficial Education and Experience:

  • Three or more years in the financial services industry
  • Bilingual (Spanish) helpful

• Call Center Representative

  Location: LAKEPORT 

  Position Summary:  Serves all new and existing members by telephone. Opens and cross sells appropriate credit union products and services to members. Understands and knowledgeable of all facets of credit union products, services and related policies and procedures. Duties and responsibilities of a Call Center Representative. 

    

  Major Duties and Responsibilities:

  • Answers incoming phone calls and assists members with their financial needs.
  • Performs transactions as directed by the member and resolves member issues.
  • Adheres to all CFCUs policies and procedures.
  • Interviews applicants concerning their consumer loan needs.
  • Prepares applications for submission to a loan officer.
  • Responds to member questions concerning loans and completion of loan applications.
  • Prepare forms, letters and correspondence inherent with the position.
  • Opens new deposit products.
  • Determine member needs and cross sell appropriate products and services.
  • Perform maintenance on accounts as directed by member.
  • Returns all calls and messages by the end of the day.
  • Processes incoming mail
  • Perform other duties as assigned.

   

  Required Knowledge and Abilities:

  • Must have working knowledge of all accounts, products and services offered by the credit union, as well as the related policies and procedures.
  • Must have working knowledge of all software programs and computer systems required of the position.
  • Must have working knowledge of consumer regulations related to the credit unions products and services.
  • Good organizational, verbal and written communications skills are essential.
  • Must be able to work under pressure and cope with unusual situations.
  • A cooperative spirit, positive behavior and a pleasant, courteous attitude are required.

   

  Education and Experience:

  • Must have comparable employment experience.
  • A high school diploma is required.

• Learning & Development Specialist

  Location: SANTA ROSA

   Position Summary:  Consult with internal staff members on learning needs for their business area for development and implementation of solutions that transfer into knowledge, change in behavior and enhancement in employment performance. Manage training programs and support the day-to-day functions of learning and development in all areas of responsibility.

   

  Major Duties and Responsibilities:

  • Build relationships and consult with internal staff members to seek an understanding of the goals, processes, tools and performance challenges.
  • Consult with internal staff on learning needs and implementation for a defined range of learners and provide solution recommendations.
  • Manage and coordinate training design and development projects and coordinate activities including scheduling and deployment in areas of responsibility.
  • Ensure comprehensive record keeping, compliance with training requirements and timely response and resolutions for problems and report requests in areas of assigned responsibility.
  • Monitors and analyzes evaluation data and learning effectiveness measurements.
  • Reports results to staff members and adjust training programs to ensure desired results.
  • Administer data into a Learning Management System that pertains to areas of responsibilities.
  • Request and/or coordinate training resources to support the needs of staff members.
  • Recommend methods and procedures to improve department efficiency.
  • Create, document and maintain training procedures.
  • Curriculum Development and Implementation:
    • Analyze training and performance needs and propose solutions utilizing multiple media and blended approaches (classroom, online, job aid, Go To Meeting, self-study and video).
    • Design and implement training programs and courses to enhance performance in defined areas of the CU.
    • Demonstrates proficiency in instructional design and development of deliverables of all types.
    • Develops all training deliverables in collaboration with corresponding departments.
    • Facilitate training on various topics for a defined audience. May serve as backup for training delivered and administered by other staff members.
  • Relationship Building/Networking: Gains trust and confidence through interactions with all personnel; focuses on cultivating relationships that are long-term and professional.
  • Analytical Thinking: Divides an object or issue into its component parts in order to understand how they interrelate; recognizes cause-and-effect relationships; considers several explanations/plans and makes logical conclusions.
  • Presentation/Facilitation: Communicates in a variety of formal and informal settings including one-on-one, small and large groups, with peers, direct reports and management. Commands attention and manages the group process during presentation; modifies tactics in reaction to participant feedback; encourages participation and communication of thought and feelings from others.
  • Training: Shares job-related knowledge and skills through specialized instruction and practice; assists learner in becoming proficient in new task or process; provides activities that lead to skilled behavior.
  • Project Management: Organizes and schedules existing and projected work to ensure targeted deadlines are met; includes allocation of resources, assignment of tasks, securing commitments, monitoring progress through to completion.
  • Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
  • Coaching/ Developing Others: Recognizes talent and enables others to discover and leverage their strengths, and develop their abilities; tailor’s developmental suggestions to fit individual needs and maximize performance; provides developmental opportunities.
  • Motivating Others: Creates a climate in which people want to do their best and feel their work is important; inspires and empowers others; foster open dialogue; shares wins and successes; invites input from each person; values diversity; uses rewards and recognition to engage and retain employees.
  • Performance Management: Establishes measurable goals and expectations, tracks progress, and provides direct and specific behavioral feedback; addresses problems promptly, minimizing the intensity and impact on productivity; delivers difficult messages in a constructive, supportive and positive manner.

   

  Required Knowledge, Abilities, and Education:

  • Knowledge of and ability to apply adult learning principles to build training solutions that transfer knowledge, change behavior and improve performance.
  • Strong customer focus perspective.
  • Strong written, visual and verbal communication skills.
  • Exceptional PC skills using Microsoft Word, Excel and PowerPoint as well as the core system, Keystone, loan system - Lending 360, online banking and mobile banking systems.
  • Ability to attend early morning and evening meetings and events.
  • Experience effectively managing internal staff relationships.
  • Experience managing multiple projects from inception to completion and adjusting effectively to changing priorities.

• Loan Adjuster

  Location: SANTA ROSA

   

  Position Summary:  Monitors the delinquent loan accounts and pending late payment reminders for consumer and real estate loans.  Keeps Loan Adjustment Manager informed regarding any necessary action to collect on those accounts, including repossession of any collateral.  Maintains and monitors all accounts that file bankruptcy.  Provides clerical assistance to the lending department.

   

  Major Duties and Responsibilities:

  • Contact delinquent members by telephone and mail to determine the reasons for delinquency and assist them in developing plans or payment arrangements to bring account to a current status.
  • Make recommendations on actions that should be taken if loan collateral is in jeopardy, including repossession.
  • Notify co-signers regarding status of delinquent loans.
  • Ensure automatic stay is honored on bankruptcy accounts.
  • Process CPI billing and refunds.
  • Interface with outside vendors when appropriate.
  • Assist Loan Adjustment Manager as needed, including filling in das needed.
  • Assist in auditing CUDL department.
  • Answer member service and loan queue calls.
  • Perform other duties and related tasks as assigned.
  • Attend regular departmental and company-wide meetings.

   

  Required Knowledge, Abilities, and Education:

  • Strong organizational and communication skills
  • Ability to use PC and operate in basic Microsoft Word & Excel documents
  • Excellent verbal, written, listening and negotiation skills
  • Ability to work effectively with all levels of the organization
  • Ability to handle delicate financial issues with members in an appropriate manner while trying to serve the best interest of the Credit Union and maintaining confidentiality
  • Ability to remain calm and focused in dealing with adverse situations
  • High school diploma
  • Two years customer service experience  

   

  Beneficial Education and Experience:

  • Prior experience in collection field and/or financial industry preferred
  • Knowledge of bankruptcy and collection laws favorable
  • Bilingual (Spanish) helpful

• MEMBER SERVICE REPRESENTATIVE

  Location: CLEARLAKE, SANTA ROSA, SEBASTOPOL, UKIAH

   

  Position Summary 

  Performs limited transactional duties with high degree of accuracy.  Maintains accurate transactional records.  Provides account information by phone, e-mail, or in person.  Knowledgeable on the full range of credit union products and services, including basic loan product information, 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.  Maintain up-to-date comprehensive knowledge on all credit union products and services that are handled or promoted by Tellers.
  • Perform services dependably and accurately, cross-selling, promoting, explaining CFCU products and services at every opportunity.  Includes basic knowledge of certificates, safe deposit boxes, debit and credit cards, on-line banking, bill pay, money orders, IRAs, consumer and mortgage loans (or ability to direct members to the appropriate person for specific information and assistance).
  • Maintain personal appearance, workstation, and manner of communication at the highest professional level according to CFCU  standards.

  Transaction Processing

  • Process share withdrawals, obtaining proper identification and signature verification.
  • Process share deposits, examining share drafts/checks for proper endorsements.
  • Process loan, mortgage, and credit card payments, and ensure payments matchbalances due.
  • Assist with mail or e-mail transactions when available.
  • Process cash advances and transfers.
  • Issue cashier’s checks and money orders.
  • Limited fee reversal according to credit union standards and procedures.
  • Place holds on accounts when necessary; according to CFCU guidelines.
  • Balance cash drawer nightly according to performance standards.  Research and resolve discrepancies.  Report any discrepancies to the supervisor/manager as necessary.

  Additional Duties

  • Process address changes.
  • Report malfunctions of any equipment used to supervisor/manager.
  • Maintain comprehensive, up-to-date knowledge on all related policies, and procedures, rules and regulations for the teller area, including robbery procedures.
  • Place appropriate share comments in computer system.
  • Perform file maintenance on accounts as necessary.
  • Assist branch manager with audits as requested.
  • Participate in training and continued education.
  • Perform other duties and related tasks as assigned.
  • Attend regular departmental and company-wide meetings.
  • Participate in Saturday rotation, minimum of one Saturday per month.

   

  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 “travel” as needed to cover any location vacancies
  • 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

   

  Beneficial Education and Experience

  • Bilingual (Spanish) is desired
  • Retail/cash handling experience is preferred

Somos una empresa con igualdad de oportunidades. Todos los solicitantes serán considerados para la posición de empleo sin prestar atención a su raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, veteranos o estado de discapacidad.