Careers at Wheelhouse

The Phone Branch Representative II will have the following job responsibilities:

1. Promptly answer all incoming calls in a polite, professional manner while adhering to member identity verification 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 using the Phone Branch Shopper Survey model as a guideline. Answer each call with a “telephone smile.” Maintain an average Shopper Score of 90% or better at all times. 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, modifications to existing accounts or membership qualification. Promote and cross-sell additional Credit Union products and services that fit our member’s needs.
5. Accept consumer loan applications via phone. Provide accurate information regarding loan products rates and payments to inquiring members/potential members. Conduct thorough interviews with members/potential members while completing loan applications via a web based application platform. Cross-sell additional loan products and services that fit member needs. Keep up to date and knowledgeable on rates, lending guidelines, policies, procedures and internal marketing promotions.
6. Assist members with set up and navigation of Home Banking, Bill Payment and our mobile App. Reset/unlock passwords, research and assist with trouble shooting member access issues and other digital banking related requests.
7. Process members’ account inquiries, transfers, 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.
8. Respond to member secure and unsecure email requests submitted via our website. Adhere to the E-Mail Response guidelines. Process online address changes, bill payment applications and additional service requests as received according to department standards.
9. Maintain full knowledge of Wheelhouse Credit Union’s services and transaction procedures as required; performing service functions accurately and efficiently. Thoroughly read, understand and keep record of all promotional materials, Metro Bullets, SPI’s 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.
10. Other duties as may be assigned.

The requirements for the Phone Branch Representative II include:

1. High School diploma or equivalent.
2. Must possess professional written and verbal communication skills, including excellent telephone and e-mail etiquette including listening skills.
3. Proficiency with on-line data processing system and Microsoft Office Products. General working knowledge of the internet including online banking/mobile banking is required.
4. Excellent interpersonal and collaborative skills and the ability to develop and maintain positive working relationships are essential.
5. Minimum one year of teller and new accounts experience required with demonstrated member service and sales skills. General knowledge of account functions i.e. (Checks, ACH, Debit/Credit cards etc.) is essential. Call center experience a plus.
6. One year of consumer lending experience required. Credit Union or comparable financial industry experience preferred.
7. 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.

The Accounting Supervisor will have the following job duties:

1. Oversee the daily operations of the department. Assign and monitor tasks of staff members, provide training, set schedules, ensure policies and procedures are followed and deadlines are met. Report progress towards goal achievement to management.
2. Make suggestions to improve operations and procedures. Implement changes in operations, policies and procedures as directed. Understand the duties and functions of direct reports.
3. Prepare and present performance evaluations in a timely manner as well as assist in interviewing and hiring of employees. Approve time records and time off requests, motivate, coach and mentor staff. Resolve employee conflicts, identify problems and give input to management on problem resolution.
4. Assist in the development of financial, statistical and accounting records of the Credit Union. Prepare all financial and statistical reports for the monthly Board of Directors. Ensures accounting functions are completed in accordance with established Credit Union procedures and generally accepted accounting principles (GAAP) and all other state and federal regulations.
5. Oversee Automated Clearing House (ACH) and ensure process complies with National Automatic Clearing House Association (NACHA) and all other appropriate regulatory agencies.
6. Oversee employee payroll to ensure process complies with all associated regulations as well as ensuring the Credit Union adheres to state wage and hour laws.
7. Review the Credit Union’s liquidity position to ensure adequate funds are available for day-to-day operations.
8. Assist in preparing, recommending, reporting and analyzing the Credit Union’s annual budget as well as report actual to budget performance.
9. Assigned as subject matter expert as projects arise and assist in their implementation.
10. Prepare in-depth studies and cost analysis on various aspects of the Credit Union.
11. Assist with the preparation of supporting documents for internal and external audits.
12. Maintain effective communication and coordination with Credit Union personnel and with management.
13. Stay abreast of developments in the accounting field and of changing governmental and legal requirements.

Other duties as assigned.

The requirements for the Accounting Supervisor position include:

1. Requires a Bachelor’s Degree in Finance or Accounting, or related field and three years of general accounting experience in the financial services industry. In lieu of post-secondary education requirement, five years of general accounting experience will be considered.
2. Minimum of three years’ supervisory experience in the financial services industry.
3. Professional written and verbal communication skills.
4. Excellent collaborative skills and the ability to develop and maintain positive working relationships. Work involves extensive personal contact with others and is usually of a personal or sensitive nature.
5. A high degree of organization and the ability to handle multiple projects and deadlines.
6. Proficiency with Accounting software such as Great Plains and other personal computer programs, including, but not limited to Microsoft Excel and Microsoft Word.

1. Prepare loan applications from all delivery channels for underwriting (direct, indirect, call center, in person and telephone requests).
2. Process the documents received for each loan file verifying the accuracy and completeness of each document. Update the data on the computer system upon receipt of documents.
3. Open new membership accounts, promote and cross-sell Credit Union products and services, and respond to member inquiries.
4. Accept application request for real estate loans and prepare packages of required documents for submission to our mortgage processor.
5. Effectively communicate with the member and contractor/dealers in the capacity of a member advocate.
6. Responsible for contacting members and maintaining communication throughout the loan process (i.e., loan decision, updates, required documents, etc.) Prepare the necessary notifications to be sent to the member (i.e., adverse action letter, pre-approval notice, etc.)
7. Fund loan packages within required time requirements and in accordance with loan instructions and stipulations.
8. Keep and ensure compliance with Truth in Lending (RegZ), RESPA, ECOA (RegB), Bank Secrecy Act (BSA), Customer Identification Program (CIP) and other Federal and State lending laws and regulations.
9. Act as a liaison between the member and the Credit Union’s mortgage processing center.
10. Process loan modifications and subordinations.
11. Assist with processing drop box transactions.
12. Maintain and balance operator drawer daily.
13. Assist loan servicing as needed.
14. Register with the Nationwide Mortgage Licensing System and Registry (NMLS) and State of California Department of Insurance. Will be required to undergo a background check. Registration with the NMLS to be maintained on an annual basis.
15. Perform other duties as assigned.

The requirements for the Loan Representative II position include:

1. High school diploma or equivalent.
2. Minimum of three years of lending experience (retail branch experience a plus).
3. Strong knowledge of Federal and State of California regulations as they pertain to the Lending Department’s functions.
4. Professional written and verbal communication skills including telephone etiquette.
5. May be required to work after normal business hours and weekends.
6. Attention to detail is essential.
7. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
8. Proficiency with operating general office equipment (including copier, fax machine, scanner), as well as proficiency with Microsoft Office products (e.g., Word, Excel, etc.)
9. Strong working knowledge of computers and ability to learn new systems.

The Teller II will have the following job duties:

1. Maintain and balance a cash drawer daily.
2. Accept deposits, share withdrawals, transfers, loan payment, payoffs, VISA cash advances, and process and post mail daily.
3. Process stop payments.
4. Provide members with information pertaining to account status, including current balances and loan pay-off amount.
5. Respond to members’ requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
6. Provide general information regarding Credit Union services or policies, including eligibility for membership, types of accounts available, interest rates, office hours, and branch locations.
7. Promote and cross-sell Credit Union products and services.
8. Issue and encode ATM cards.
9. Sell Traveler’s Cheques and maintain individual inventory log.
10. Prepare payroll deduction forms and net check/ACH requests.
11. Ensure compliance with all processes pertaining to BSA and CIP programs.
12. Meet established referral goals based on hours worked.
13. Other duties as may be assigned.

The requirements for the Teller II position include:

1. High school diploma or equivalent.
2. Minimum of one year of teller experience.
3. Professional written and verbal communication skills including excellent grammar and telephone etiquette.
4. Ability to handle people and/or situations with tact, diplomacy, and professionalism.
5. Proficiency with Microsoft Office products, 10 key adding machine, on-line computer system, and typewriter (minimum typing speed of 40 w.p.m.).
6. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
7. Minimum of six months of sales/referral experience

The Helpdesk Technician will have the following job duties:

The duties for the Helpdesk Technician position include:

1. Provide computer system and application help-desk support by assisting end-users with software/hardware problems and inquiries. Resolution for problems are tested to ensure problems have been adequately resolved.
2. Under general supervision, provide diagnosis of minor to complex problems of equipment or application failure.
3. Provide core processor support for daily, weekly, and monthly processing routines on a rotating schedule.
4. Install, configure, test, maintains and monitor, end-user hardware/software, peripheral devices, printing/scanning devices, presentation equipment, and other products. Document all actions/activities performed.
5. Monitor, maintain and report system performance on the Credit Union’s core system to the Network Manager as needed.
6. Make recommendations to supervisor in setting Credit Union personal computer standards.
7. Maintain Credit Union personal computer (PC) and peripheral device inventory.
8. Prioritize and escalate problems to the appropriate person(s) when necessary.
9. Establish new users, deactivate users, and assign employees to security levels on all network and software systems according to established guidelines/procedures.
10. Maintain log of user and security level assignments.
11. Set up and configures new personal computers and reconfigures existing PCs according to standards.
12. Assist the IT Department to accurately maintain business continuity and disaster recovery plans and other documentation, network diagrams, application flow charts, and risk assessments.
13. Prepare various types of correspondence, complete/create required reports/records accurately and promptly, and perform other administrative duties as necessary.
14. Keep supervisor informed of area activities and any significant problems or concerns.
15. Assist area personnel and other departments/branches as needed in compliance with IT Department Personnel Quality Service Standards.
16. Develop and maintain effective working relations with coworkers, vendors, trade professionals, and other business contacts.
17. Keep work area clean, secure, and well maintained.
18. Stay abreast of technology trends and changes and remain compliant with all programs, policies, procedures, and regulations.
19. Maintain confidentiality of Credit Union/member/employee information in accordance with policies.
20. Complete special projects and other duties as assigned.
21. Maintain regular work attendance.
22. Provide after-hours and weekend on-call support and batch processing for Credit Union systems on a rotating basis.

The requirements for the Helpdesk Technician position include:

1. High school diploma or equivalent.
2. Understanding of PC hardware and operating systems software.
3. Understanding of application software and methods to adapt software to users’ needs (including but not limited to Microsoft and other desktop applications).
4. Microsoft Certified Professional, A+ certification, or demonstrable skills in Operation/PC support.
5. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
6. May be required to work evenings or weekends.
7. The ability to lift and carry equipment up to 50 pounds in weight.

The Software Engineer will have the following job duties:

1. Work closely with business units to assess, document, design and code to automate and increase efficiencies in processes.
2. Build data Extract, Transform and Load (ETL) processes, Online Analytical Processing (OLAP) and automated reports.
3. Provide technical expertise as it relates to systems integration of third-party or custom built solutions.
4. Perform consistent quality review of programs and report results.
5. Create technical requirements document to meet the needs of the business.
6. Write and maintain technical documentation according to guidelines and document report processes and logic.
7. Perform data validation to ensure accuracy of information presented to management.
8. Leverage in-depth knowledge of financial principles, statistical analysis, concepts, and financial data supporting the Credit Union’s critical business needs.
9. Participate in establishing guidelines and metric definitions.
10. Support the technology team to ensure code and systems are backed up.
11. Analyze findings and provide actionable insights and recommendations based on analysis and in-depth studies.
12. Work with Vice President, Business Intelligence to support the enterprise data warehouse using Visual Studio and Sql Server tools.
13. Communicate effectively to technical and non-technical audiences.
14. Support Dashboard reports and management summaries that represent data findings for target audiences using SSRS, Jaspersoft and PowerBi.
15. Write ad-hoc reports using Jaspersoft
16. Comply with BSA requirements as commensurate with position.
17. Perform other duties as assigned.

The requirements for the Software Engineer include:

1. A degree in Computer Science or a similar field preferred. In lieu of degree, a high school diploma and four years of experience in Information Technology will be considered.
2. Minimum of seven years programing with Java and SQL.
3. Minimum of one year of management experience.
4. In-depth knowledge of development lifecycle.
5. In-depth understanding of front-end development: UI/UX, HTML5, CSS3, JavaScript, MVC, JavaScript, Spring/Spring.NET, Frameworks.
6. In-depth understanding of back-end development: Java or .NET and Web Services
7. An understanding of relational databases (MSSQL, DB2).
8. An understanding testing tools: Unit, Integration, Performance and UI Testing
9. An understanding of application and web server technologies (IIS, Apache, Tomcat)
10. An understanding of network and hardware infrastructure as it relates to application development, configuration and support

The Digital Marketing Specialist will have the following job duties:

1. Serve as the expert on all digital channels including Display, Paid and Earned Social Media, and continuously drive innovation and share relevant trends that can be leveraged by other areas of the business.
2. Develop the strategy for social networks (Facebook, Twitter, LinkedIn, Instagram, Pinterest, YouTube, Snapchat, etc.) with a focus on driving engagement and brand affinity.
3. Continually evaluate, modify and optimize campaign creative, copy and audiences to ensure campaigns do not create fatigue and are reaching the most efficient audiences.
4. Work with internal teams and partner agencies to oversee and monitor ongoing campaign performance, ensuring campaigns are executed properly and are meeting goals.
5. Manage SEM, SEO, Paid Media, Paid Search and Paid Social programs for all digital content as well as SEO reputation management initiatives.
6. Work in conjunction with team members to integrate digital marketing initiatives with traditional marketing programs.
7. Prepare ongoing analytics reports for social media initiatives.
8. Lead/contribute to ongoing website content and functionality and the mobile app.
9. Grow the Credit Union’s digital marketing programs by developing short-term and long-term acquisition and CRM strategy.
10. Stay current on industry news, trends, tactics and strategies and educate management on new opportunities that can be leveraged to provide our guests the best experience.
11. Attend and co-work Credit Union sponsored activities and events.
    Perform other job-related duties as assigned.

The requirements for the Digital Marketing Specialist include:

1. BA/BS in Marketing, Business Administration or Communications or equivalent experience required.
   Minimum of two years of experience managing digital marketing channels.
2. Proficiency with Microsoft Office Products. Experience with Google ad words and Google analytics.
   Proven track record managing Digital Marketing programs within the financial services industry a plus.
3. Experience creating and managing ads within social platforms i.e., Facebook, LinkedIn, Twitter, Instagram, etc.
   Data-driven with a member-first focus. Experience using analytics to provide strategic recommendations and drive growth.
4. A high degree of organization and the ability to schedule concurrent projects.
5. Passion for innovation and trend watching.
6. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
   Strong verbal and written communication skills.