Careers at Wheelhouse

Salary Range: $31.37 – $39.22/hour

Summary:
Administrator for critical IT systems. Execute the installation and modifications of support hardware and software installs, as needed. Monitor health of systems including vulnerability remediation on an ongoing basis and make recommendations for necessary upgrades and improvements. Work with outside technical resources and key vendors for installations and problem resolution. Highly independent position with a high degree of trust and responsibility.

Essential Duties and Responsibilities:

1. Monitor and maintain the health and general availability of key IT systems and devices (phones, backups, laptops, network services and administration.
2. Troubleshoot and report to senior management on any user or system issues or concerns and work to correct as needed. Communicate with key vendors as needed to manage updates and resolve critical issues.
3. Communicate with key vendors on open cases, trouble tickets, system access, and other requirements as needed and to support continuous and uninterrupted credit union operations.
4. Monitor, maintain and report on system performance for the credit union’s core system to the Network Manager/VP of IT as needed.
5. Cross train other IT staff on key job functions continuously to ensure adequate staff coverage.
6. Write and maintain procedures related to key areas of responsibility including all systems under management and control.
7. Implement configuration updates related to new security and/or features/options across systems under area of responsibility, including core system.
8. Execute the daily writing, combining, archiving, and verification of credit union files saved to the Onbase document management system.
9. Work with Systems Admin and Network Manager to maintain proper backup and disaster recovery requirements related to key IT systems.
10. Provide backup and daily support to other IT staff as needed/requested once properly cross trained.
11. Provide Information Systems Help Desk support to Credit Union staff by responding to and resolving inquiries regarding core system, workstations, peripherals and other assigned network administrative issues.
12. Coordinate ticket handling/assignment/closing for Tikit (IT help request system).
13. Prepare for as needed and participate in team meetings/product discussions/demos/troubleshooting sessions, document outcomes, provide feedback, and track and update on resulting responsibilities/initiatives.
14. Other duties as may be assigned.

Position Requirements and Qualifications:

1. Bachelor’s degree in an IT administrative discipline plus three years of related IT experience. High school diploma, related IT certifications, and four years IT related work experience may be substituted for the degree.
2. Solid understanding of workstation/laptop hardware and operating systems software (including but not limited to Windows and Mac Operating Systems).
3. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
4. Experience with IBM AIX operating system and/or SMA OpCon job scheduling software a plus, but not required.
5. Will be required to work some evenings or weekends.
6. The ability to lift and carry equipment up to 30 pounds in weight.
7. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.

Salary Range: $21.81 – $ 27.27/hour

Summary:
Within established guidelines and procedures, perform work requiring the use of judgment and discretion in making credit decisions for members seeking a variety of loans. Responsible for reviewing loan applications, interviewing loan applicants and obtaining other documentation to determine credit worthiness of applicant and disposition of loan. Prepare appropriate documentation and related forms for submittal to the Lending Manager. Develop information and stipulations to process loan applications such as verification of income and credit reports. Employees assigned to this level will underwrite a variety of consumer and real estate loans with considerable independence.

Essential Duties and Responsibilities:

1. Act as a resource for members and staff questions regarding the Credit Union’s loan programs.
2. Within established guidelines and procedures, perform work requiring the use of judgment and discretion in making credit decisions for consumer and real estate loans.
3. Review all applications to insure completeness and accuracy of information. Inform branch personnel and members of loan requirements and matters affecting the granting of loans.
4. Set stipulations for loan applications accordingly to achieve sound lending decision.
5. Prepare monthly production reports and provide information to manager.
6. Provide recommendations, written or verbal, to the Lending Manager and/or the Credit Manager with regards to credit applications outside individual underwriting authority.
7. Assist branch personnel in facilitating the closing and disbursement of loans insuring that guidelines and stipulations are met.
8. Remain current on lending regulations and guidelines.
9. Complete reports as requested by management.
10. Maintain effective working relationship with staff.
11. All other duties as assigned.

Position Requirements and Qualifications:

1. High school diploma or equivalent.
2. Requires strong sales, and service skills.
3. Minimum of two years of underwriting experience or having the equivalent experience by completing all of the following:

   · Three years of loan interviewing experience.

   · Two years of loan processing experience with consumer loans.

   · Minimum of six months of hands-on consumer or real estate underwriting experience.

   · Completion of an industry recognized loan underwriting course, minimum of 20 hours.

4. Strong organization, communication (written and verbal) and analytical skills with the ability to explain underwriting requirements in a clear and concise manner.
5. Strong knowledge of laws, regulations, policies and procedures as they pertain to lending.
6. Proficiency with Microsoft Office products and on-line computer core processing system.
7. Working knowledge of computers and ability to learn new systems.
8. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
9. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.

Salary Range: $19.40 – $24.26/hour

Summary:

Handle all incoming calls and service requests directed to our Phone Branch. Open new accounts, handle member inquiries/transactions, account/loan maintenance and research requests. Provide accurate information, research and resolve members’ problems, and determine member needs while proactively cross selling credit union products and services in a professional, courteous and efficient manner. Remain current on all laws, rules and regulations including BSA and CIP programs.

Essential Duties and Responsibilities:

1. Promptly answer all incoming calls in a polite, professional manner while complying with member identification procedures and ensuring member information security at all times. Determine caller’s nature of business and personally assist or when necessary, announce the caller and transfer to the appropriate individual or department. Comply with Wheelhouse Credit Union’s Internal Service Standards when communicating information to other branches/departments.
2. Provide a high level of quality member service. Answer each call with a “telephone smile.” Be professional, courteous, tactful and a good listener.
3. Strive to meet and exceed all Goals and Objectives set by the Phone Branch Manager.
4. Open accounts for existing members via phone and assist with online new account processing for applications submitted via our website. Act as a source of information for new and existing members who are seeking information about new accounts products, modifications to existing accounts or membership qualification. Promote and cross-sell additional Wheelhouse Credit Union products and services that fit our member’s needs.
5. Assist members with set up and navigation of Home Banking, Bill Payment, Mobile App and other Credit Union digital/online products, as they are applicable. Reset/unlock passwords, research and assist with trouble shooting member access issues and other digital banking related requests.
6. Process members’ account/loan inquiries, transactions, loan payments, copy requests, fee reversals and check orders. Research account discrepancies, errors and complaints; follow up to the point of resolution or direct to the applicable department for further assistance.
7. Maintain full knowledge of the Credit Union’s products, service and transaction procedures as required for performing service functions accurately and efficiently. Thoroughly read, understand and keep record of all promotional materials, the Wheelhouse Weekly, Desk Procedures, Credit Union Procedures and any information provided to you in order to represent the Credit Union in a knowledgeable and professional manner. Comply with all BSA and CIP programs along with the applicable laws, rules and regulations.
8. Other duties as may be assigned.

Position Requirements and Qualifications:

1. High School diploma or equivalent.
2. Minimum one year of credit union/banking or comparable financial industry experience required. New account opening experience preferred with demonstrated service and sales skills. Call center experience a plus. A bachelor’s degree will be considered in lieu of work experience.
3. Must possess professional written and verbal communication skills, including excellent telephone and e-mail etiquette including listening skills.
4. Proficiency with on-line data processing system and Microsoft Office Products. General working knowledge of the internet including online banking/mobile banking is required.
5. Must be eligible to become an individual endorsee under the business entity license of Wheelhouse Credit Union held with the California Department of Insurance. Will be required to complete an individual application for insurance and an affidavit of training and knowledge.
6. Must possess the ability to professionally represent the Credit Union and conduct business via the telephone with clear enunciation in English. Bilingual English/Spanish speaking a plus.
7. Must possess a high degree of organizational skills and the ability to handle multiple projects and deadlines. Ability to work independently and be self-motivated.
8. Excellent interpersonal and collaborative skills and the ability to develop and maintain positive working relationships are essential.
9. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.

Salary Range: $21.81 – $27.27/hour

Summary:
The Senior Member Service Representative is responsible for efficiently handling all savings functions, interviewing loan applicants, and disbursing loans in a friendly and professional manner. This position will also remain current on all laws, rules and regulations including Bank Secrecy Act (BSA) and Customer Identification Program (CIP) programs and processes.

Essential Duties and Responsibilities:

1. Open new membership accounts, promote and cross-sell Credit Union products and services, and respond to requests for information pertaining to membership, products/services and loans.
2. Interview loan applicants providing information on current policies and procedure and verify that loan application is completed accurately.
3. Disburse loans as authorized and approved by underwriting and/or Credit Committee.
4. Discuss options available to members for real estate inquiries. Take applications through our mortgage LOS, act as liaison for members to ensure smooth transaction for all phases of loan process up to funding.
5. Maintain accurate dual control logs of applicable negotiable items sold to members.
6. Accept deposits, withdrawals, transfers and loan payments.
7. Handle requests to increase scheduled loan payments.
8. Complete and maintain monthly sales logs and reports.
9. Meet outlined goals and objectives established for cross-sell on new memberships & loan funding. Adhere to outlined error ratios on funded loans and memberships.
10. Meet and maintain established ancillary goals i.e. CBSI, GAP, MRC and Debt Protection.
11. Ensure compliance with all processes pertaining to BSA, CIP, lending, and REG E programs.
12. Perform other duties assigned.

Position Requirements and Qualifications:

1. High school diploma or equivalent.
2. Minimum of two years’ experience in a financial institution with a minimum of one year of new accounts experience.
3. Minimum of one year of experience in consumer lending.
4. Preferred knowledge of mortgage lending practices and policies.
5. Register with the Nationwide Mortgage Licensing System and Registry (NMLS). Will be required to undergo a background check. Registration with the NMLS to be maintained on an annual basis.
6. Must be eligible to become an individual endorsee under the business entity license of Wheelhouse Credit Union held with the California Department of Insurance. Will be required to complete an individual application for insurance and an affidavit of training and knowledge.
7. Professional written and verbal communication skills including excellent grammar and telephone etiquette.
8. Ability to handle people and/or situations with tact, diplomacy, and professionalism.
9. Proficiency with Microsoft Office Products, on-line computer system, and 10 key adding machines.
10. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.
11. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
12. Support of Business Development at onsite events and/or Marketing efforts within the community.