Careers at Wheelhouse

Salary Range: $16.30- $19.42/hr

Summary:

Provide quality service when communicating with members.  Under general supervision complete and process loan applications by gathering applicant information and documentation received from various delivery channels including but not limited to the Call Center, Internet and the Lending Portal.  Ensure the completeness and accuracy of applications prior to referring the request to a loan officer for a decision.  Answer questions from members regarding loan eligibility and lending criteria.  Accurately prepare loan package for disbursement, disburse loans ensuring that all documents properly signed and the member is aware of their responsibilities.  Transfer loan information between applicable systems. Ensure all disclosure requirements are satisfied.

Essential Duties and Responsibilities:

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.

Position Requirements and Qualifications: 

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.
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.

Salary Range: $64,480.00 – $72,107.00/yr

Summary:
The Loan Servicing Supervisor is responsible for leading the Loan Servicing Team and monitoring progress and quality of work in the department. Responsible for the interviewing and hiring, counseling, performance evaluation, coaching and training, motivation and discipline of assigned employees. Performs quality checks and resolves issues as well as contributes to the development of processes and written procedures. Assumes the responsibilities of the manager in his/her absence.

Essential Duties and Responsibilities:

1. Supervise and ensure on-going training of the Loan Servicing Team. Conduct performance reviews, recommend salary adjustments, and coach and develop Team members to achieve optimal performance.
2. Act as the Credit Union’s primary source for member and staff questions regarding Loan Servicing.
3. Assume the responsibilities of the manager during his/her absence.
4. Ensure that each Real Estate loan is properly prepared, documented and approved in accordance with Credit Union policy, and is disbursed properly and promptly to the member.
5. Responsible for quality checks and standard quality control protocols.
6. Responsible for Collateral Insurance tracking, annual tax bills, insurance payments and escrow analysis.
7. Responsible for lien perfection including UCC-1 Fixture Filing and CA DMV lienholder status.
8. Administration of Debt Protection, GAP and MBI ancillary products including registration of employees with CA Department of Insurance.
9. Responsible for reporting to all regulatory agencies (i.e., HMDA, FHLB, etc.).
10. Responsible for the research, review and resolution of any Loan Servicing related member service issues.
11. Responsible for reconciliation of Loan Servicing related general ledgers.
12. Assist Management and Risk to ensure the Loan Servicing policies, procedures, services, products and documentation meet federal and state regulations.
13. Provide support, assistance, and backup processing for all loan servicing functions including, but not limited to: payments, payoffs, line advances, disbursement of loan funds, file maintenance requests, recording and satisfaction of loan documents and liens, loan collateral administration, scanning of documentation and record retention.
14. Maintain and demonstrate proficiency with Loan Servicing core applications.
15. Review billing invoices to assist manager with operating within approved budget.
16. Assist manager in preparing annual department budget.
17. Create and produce reports as requested by management.
18. Other duties as may be assigned.

Position Requirements and Qualifications:

1. Associate’s degree from an accredited college or university plus two years of supervisory experience in a financial institution. A high school diploma with minimum of three years equivalent work experience in a financial institution will be considered in lieu of secondary education experience.
2. Ability to communicate with management and staff to promote efficient and correct workflows, establish positive working relationships across the Credit Union.
3. Strong knowledge of real estate and consumer loan servicing, loan policies, procedures and credit granting practices.
4. Strong knowledge of federal and state regulations as they pertain to real estate and consumer lending.
5. Underwriting experience is a plus.
6. Excellent written, verbal and analytical skills.
7. Must have strong organizational skills & ability to handle multiple tasks & deadlines.
8. Strong working ability and understanding of Microsoft Office products.
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.
10. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.

Salary Range: $17.07- $21.34/hr

Summary:

Handle all incoming calls and service requests directed to our Phone Branch.  Accept and process loan applications, open new accounts, handle member inquiries/transactions 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 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 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 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, the Wheelhouse Weekly, 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.
10. 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.
11. Other duties as may be assigned.

 Position Requirements and Qualifications: 

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.
8. 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: $19.19 – $23.99/hr

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. 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.
12. Ensure compliance with all processes pertaining to BSA, CIP, lending, and REG E programs.
13. 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. Professional written and verbal communication skills including excellent grammar and telephone etiquette.
6. Ability to handle people and/or situations with tact, diplomacy, and professionalism.
7. Proficiency with Microsoft Office products, 10 key adding machine and on-line computer core processing system.
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.
10. Support of Business Development at onsite events and/or Marketing efforts within the community.