Careers at Wheelhouse

The Member Service Representative (Floater) position will have the following job duties:

1. Maintain and balance a cash drawer daily. Accept deposits, share withdrawals, transfers, loan payment, payoffs, and process and post mail daily.
2. Open new membership accounts, promote and cross-sell Credit Union products and services, and respond to requests for information pertaining to savings, share drafts, and loans.
3. Forward completed loan application and work-up sheet to the Lending Department or Loan Officer for approval.
4. Issue and encode ATM cards. Maintain proper dual control logs.
5. Prepare payroll deduction forms and net paycheck/ACH requests. Furnish accompanying data necessary to process forms.
6. Sell Traveler’s Cheques and maintain individual inventory log.
7. Process MOR loan advances and VISA cash advances.
8. Submit new member signature cards and maintain existing files.
9. Ensure compliance with all processes pertaining to BSA, CIP, REG E programs, and compliance.
10. Track and maintain all sales efforts as outlined in established sales plan.
11. Availability to work and relocate as needed within multiple locations in any given day.
12. Perform other duties as assigned.

The requirements for the Member Service Representative (Floater) position include:

• High school diploma or equivalent.
• Minimum of one year of teller experience.
• Minimum of six months to one year of New Account experience. Preferred knowledge of Consumer lending practices and policies.
• Professional written and verbal communication skills including excellent grammar and telephone etiquette.
• Ability to handle people and/or situations with tact, diplomacy, and professionalism.
• Proficiency with Microsoft Office products, 10 key adding machine, on-line computer system, and typewriter.
• Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.

The Maintenance Technician will have the following job duties:

• Prepare and process all incoming and outgoing mail. Open, sort and distribute all incoming mail. Deliver mail to various locations including the Credit Union’s branches and departments, as well as to delivery services, i.e., United States Postal Service, UPS, and FedEx.
• Assist in coordinating building related projects. Arrange and coordinate service calls for building related repairs.
• Relocate equipment and furniture as needed.
• Perform routine janitorial related services upon request.
• Perform basic carpentry and preventative maintenance.
• Respond to incoming email and voicemail messages in a timely manner.
• Within established timeframes, complete research as needed/requested from various departments.
• Assist with online supply ordering. Maintain inventory of Credit Union supplies including breakroom supplies, toners, lights, paper, etc.
• Maintain work environment in a neat and orderly manner.
  Perform other duties as assigned.

The requirements for the Maintenance Technician position include:

• High School diploma or equivalent.
• Minimum of one year of general office experience.
• Ability to use good judgement in regards to personal safety and the safety of others.
• Previous experience in painting, plumbing and carpentry.
• Professional verbal and written communication skills.
• Ability to develop and maintain positive working relationships to build/maintain a collaborative environment.
• Proficiency with Microsoft Office products.
• Valid driver’s license, automobile insurance and good driving record.
• Ability to handle information in a confidential manner.
• Ability to lift and carry 25 pounds.

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 Loan Officer/Underwriter will have the following job responsibilities:

1. Within established guidelines and procedures, perform work requiring the use of judgment and discretion in making credit decisions for members seeking loans.
2. Review all applications to insure completeness and accuracy of information. Inform branch personnel, members and/or dealers of loan requirements and matters affecting the granting of loans.
3. Set stipulations for loan applications accordingly to achieve sound lending decision.
4. Provide recommendations, written or verbal, to Lending Manager and/or VP of Lending with regard to credit applications outside individual loan officer authority.
5. Assist branch personnel in facilitating the closing and disbursement of loans insuring that guidelines and stipulations are met.
6. Remain current on lending regulations and guideline as they pertain to consumer lending.
7. Prepare reports as requested by management.
8. Maintain effective working relationship with staff.
9. 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.
10. All other duties assigned.

The requirements for the Loan Officer/Underwriter include:

1. High school diplomas or equivalent.
2. Minimum of one year of consumer loan underwriting or two years of loan processing experience.
3. Strong analytical ability.
4. Ability to handle multiple tasks and duties simultaneously.
5. Considerable knowledge and understanding of regulations and laws as they pertain to lending.
6. Proficiency with 10-key, calculator, Microsoft Office, and loan calculations.
7. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.

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 Systems Administrator will have the following job duties:

1. Troubleshoot, maintain, and repair server infrastructure ensuring maximum uptime.
2. Troubleshoot, maintain, and repair VMware infrastructure ensuring maximum uptime.
3. Support network manager in maintaining email and storage infrastructure.
4. Coordinate with other departments to provide systems analysis and support as needed.
5. Ensure that systems are in place to maintain and retrieve historical knowledge to technical problem resolution.
6. Maintain, recommend, monitor, test, implement and develop systems to improve security, fault tolerance, and data recovery.
7. Report to management on status of server operations, end user support, project status, etc.
8. Diagram and explain complex problems in business terminology
9. Provide 7×24 on call support when required. Work off hours on systems to ensure network operability during production hours.
10. Schedule, coordinate, and design implementation/project plans.
11. Maintain systems to control product inventory for IS as well as organization utilizing existing methods and tools.
12. Develop and maintain documentation of systems and procedures.
13. Assist with core systems operations.
14. Perform system updates to core and non-core systems as assigned and required.
15. Provide support to staff and 3rd parties as assigned.
16. Perform or assist with month, quarter, and year-end processing.
17. Other duties as may be assigned.

The requirements for the Systems Administrator position include:

1. Bachelor’s degree in an IT related field. In lieu of degree, a high school diploma or equivalent and
   a certification listed below.
2. Minimum of four years of experience designing, installing, and maintaining a VMware infrastructure.
3. Advanced knowledge of Windows Server 2012/2016 Active Directory administration and troubleshooting.
4. Advanced knowledge of backup technologies and best practices (NetBackup preferred).
5. Minimum of four years of experience maintaining a SAN infrastructure (Nimble preferred).
6. Advanced knowledge of Exchange 2013/2016 and email security best practices.
7. Working knowledge of Cisco Routers/Switches/APs.
8. Working knowledge of VoIP technologies and protocols (Adapt preferred).
9. Excellent verbal and written communication skills.
10. Excellent collaborative skills in a team environment and the ability to develop and maintain positive working relationships.
11. Direct end-user support.

PREFERRED KNOWLEDGE, SKILLS AND ABILITIES:

• Advanced knowledge of Active Directory, GPOs, and DNS design and maintenance
• Advanced knowledge of VMware infrastructure design and maintenance
• Experience deploying patches, applications, images in an SCCM environment
• Email security knowledge (SPF, DKIM, filtering, etc.)
• Experience implementing DUO multi-factor authentication
• Backup / Disaster Recovery Implementation and Administration
• Working knowledge of datacenter design best practices
• Working knowledge of ITIL or IT best practices frameworks
• Nimble SAN experience
• Financial/Banking/Credit Union experience

LICENSES/CERTIFICATIONS:

• • Current Microsoft certification or four-year college degree in a related area of study.
  • Advanced IT Certifications will be given first consideration, such as,
    • Microsoft MCP, MCSA or MCSE,
    • VMware VCA or VCP, and
    • Cisco CCNA will all be a plus.

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