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Call Center Representative II CRO - Chief Risk Officer Data Analyst - Information Technology (IT)
Member Service Rep II - Buffalo

Call Center Representative II

40 Hours (Full time)

Monday-Saturday (varied hours)

McLeod Office
4221 McLeod 
Las Vegas, NV  89121

SUMMARY:

Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services.  Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests.  Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals.  Communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.  Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

In accordance with prescribed methods and operating policies and established practice, the Personal Financial Representative:

Communicate via phone to members to determine financial needs.  Suggests and explains appropriate deposits, lending and investment products.  Describes and recommends suitable insurance products and automated services.  Directs members to appropriate staff member or department.

Processes a variety of financial transactions for members including opening of new accounts via online application, issuing checks, processing transfers and loan payments to and from accounts, issuing drafts and other negotiable instruments.

Responds and researches member inquiries regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of automated services.

Explains the features and benefits of credit union electronic services and approves applications.  (Debit Card, Voice Response, Online Bill Pay, Online Banking, Direct Deposit, ACH Debit/Credit and Payroll Deduction)

Performs clerical duties such as photocopying, faxing, processing incoming and outgoing mail and filing.

  May perform Senior Call Center Representative duties as required in their absence.

Assists in training new Call Center Representatives in all financial service transactions and call center procedures.

Meet and/or exceed assigned call center goals.

Follow established credit union policies and procedures, government rules and   regulations, and visitor and security guidelines.

Performs other duties as assigned.

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to explain the use of these products and services.  Must be competent and comfortable in the sales environment.  Maintains a cooperative and positive attitude toward members, potential members and credit union staff.  Maintains professional appearance and demeanor.  Understands the importance of "first responders” role in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard.  Telephone experience preferred in customer service, as well as ability to communicate clearly.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); and a minimum of one year related experience and/or training; or equivalent combination of education and related experience.  Thorough knowledge of credit union's computer system for performing basic input/output tasks including Word and Excel desired.

LANGUAGE SKILLS:

Ability to write simple correspondence.  Ability to effectively present information via phone to both members and other employees of the organization.

OTHER SKILLS and ABILITIES:

Ability to operate standard office equipment and tools, such as a computer, calculator, fax machine, telephones, and photocopier.

Familiar with the differences in products and services offered by other financial institutions to those by the credit union.

 

 

 

 

*ONLY FULLY COMPLETED APPLICATION WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATIONS WILL NOT BE CONSIDERED**

Silver State Schools Credit Union is an Equal Opportunity Employer (EOE)


CRO - Chief Risk Officer

McLeod Office

4221 McLeod Dr

Las Vegas, NV 89121 

 

SUMMARY:

Organizes, plans and directs all aspects of the Credit Union’s Risk Management process.  Responsible for the development, implementation and execution of the risk management program.  Oversee all compliance efforts including coordination with operating units to ensure timely updates and modifications to policies and processes to comply with regulatory changes.  Work closely with Project Management and Executive Management to ensure risk measurement, evaluation and mitigation are an integral component of new product and service development and the strategic planning process.  Act as a liaison with American Share Insurance (ASI), Nevada FID, NCUL and other official parties in understanding regulatory changes and impacts and ensuring appropriate communication with credit union staff, Board and Supervisory Committee on such changes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

Risk Management:

  • Oversee and manage all phases of risk management, including fraud, physical security, Enterprise Risk Management (ERM), Quality Assurance (QA), Business Continuity (BCP), Compliance and Vendor Management.
  • Integrate Risk Management into the strategic processes of the credit union.
  • Develop objectives to maximize safety and soundness while meeting the members’ needs.
  • Chair the Credit Union’s internal Risk Management Committee and report quarterly to the Board Risk Management Committee regarding risk exposures, mitigation practices, and ongoing monitoring.
  • Act as liaison to any of the credit union’s third party risk management partner, coordinating visits, reporting and other requests.
  • Manage and direct efforts of risk management staff in accomplishing goals established.

Compliance:

  • Manage the compliance responsibilities of the Credit Union through oversight of the compliance function.
  • Ensure regulatory and compliance changes are communicated to the impacted business unit for their use in modifying policies and/or business practices and procedures.  Act as a liaison with business units any assistance they require.
  • Review modifications recommended by business units to ensure such changes meet the requirements and spirit of the regulatory change.
  • Where appropriate, implement monitoring methods to ensure ongoing compliance.
  • Oversee the vendor management program ensuring appropriate review and follow up in compliance with regulations and the needs of the credit union.
  • Compile information, prepare required reports, and ensure timely delivery of reports to the appropriate department.
  • Plan, formulate and recommend basic policies and procedures for approval which will further the objectives of the Credit Union.

Communication:

  • Inform the Executive Team of significant risk conditions and operations of the Credit Union and all influencin factors.  Attend all meetings of the Board of Directors unless otherwise excused.
  • Provide timely feedback to appropriate parties to facilitate accurate decision making.  Demonstrate effective face to face communications, telephone interaction, and written communications. Respond in a clear, concise  manner, using appropriate mode of communication.
  • Work directly with management personnel to manage risk while ensuring the consistency and quality of member/owner service throughout the Credit Union.
  • Contribute to the Executive and Management teams in developing long and short range credit union strategies and objectives.

Human Resources:

  • Participate in the recruiting process by interviewing and recommending candidates for employment to the HR department.
  • Ensure that all human resources decisions adhere to established policies, procedures and programs.  Submits all required human resources documents in a timely manner, including performance appraisals, requests for leave, etc.
  • Develop staff by using coaching techniques to maintain quality member/owner service. Recommends training and education where appropriate to further develop skills or career paths.  Provides feedback to enhance or in some cases correct the skill sets of staff.
  • Set specific, measurable, action oriented, realistic, and time bound goals with subordinates.  Monitors progress toward established goals and provides timely and direct feedback to the individual.

Other Duties:

  • Represent Silver State Schools Credit Union (SSSCU) in the community in a positive, professional image in order to increase and maintain membership base.

 

EDUCATION and/or EXPERIENCE:

BA or BS degree in Business or related field required, MBA preferred.

Minimum seven (7) to ten (10) years relevant experience in risk, credit risk, internal/external auditing or related fields with a minimum of five (5) years previous supervisory experience, preferably in financial services.

                                                                                   

*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATIONS WILL NOT BE CONSIDERED**

Silver State Schools Credit Union is an Equal Opportunity Employer (EOE)


Data Analyst - Information Technology (IT)

40 Hours 

8:30am-5:30pm

McLeod Office

4221 McLeod Drive. 

Las Vegas, NV 89121

SUMMARY:

The Data Analyst will provide critical data reporting delivery, packaging, and analytic capabilities. This role will analyze complex data structures to generate useful business insights and develop reporting to monitor business critical results. The Data Analyst will support the leadership team with data consultation, data gathering, data delivery, and data analysis. 

ESSENTIAL DUTIES AND RESPONSIBILITIES may include the following.  Other duties may be assigned.

Information Technology Team Member

Investigate data issues in account data from acquisition through presentation in the UI.

Assist in identifying issues that may adversely affect the performance of the Information

Technology department.

Perform unscheduled ad-hoc analysis for business partners and the credit union team.

Answer and document 'help desk' phone calls from credit union employees.

Participate on project teams.

Communicate with business partners to establish data requirements.

Be the official Information Technology representative in a variety of credit union endeavors.

Present final analysis to business partners and/or the credit union team.

Consult within and outside of Information Technology, professionally, to enlighten and educate.

Reporting and Analytics

Create tools or queries to obtain data from central data repository for the purposes of reporting and analysis.

Empower every user with data so they can make sound decision.

Perform ad-hoc analysis for business partners and the credit union team.

Implement analytic directives on data from senior staff and clients and develop written reports as needed.

Run SQL queries to produce counts, statistics, reports and graphs to circulate quantitative information to all departments.

Analyzing data sets and presenting results in an easily readable format.

Interpret available data to identify significant trends in operational statistics and prepare conclusions and forecasts based on those trends.

Use a variety of database software techniques to produce various media tools such as: reports, charts, graphs, lists, labels, memos, etc

Recommend and/or identify key business metrics.  

Create or update reporting presentations and other documentation.

Documentation and Technical Writing

Assist in designing, documenting, programming and standardizing processes and reports.

Participate in quality assurance of measures including test case creation, SQL code review, independent results validation, and pulling sample cases from member data to support User Acceptance Testing.

Audit processes to ensure adherence to defined policies, processes, and procedures; generate formal report of audit findings.

Create or update documentation including policies, data flows, methods and procedures and other documentation as required.

Data Management and Data Integrity

Manipulating large data files using SQL, MS Query and MS Excel including pivoting capabilities and creating macros.

Ability to handle large data sets while maintaining database integrity.

Creating and scheduling targeted reports, data collection jobs, integration(s), and secure transfers of data.

May code new or modified programs, reuse existing code through the use of program development software alternatives and/or integrate purchased solutions.

Document, test, implement and provide on-going support for the application(s).

Assure validity by checking data accuracy, applying reasonability checks, and maintaining audit trails.

EDUCATION and/or EXPERIENCE:

BS in Computer Science or comparable accredited program with a quantitative emphasis or equivalent experience.

Experience with validating data from various data sources; flat files and relational databases (often in the same project).

Experience in data mining or profiling using query tools such as SQL, Excel, etc.

Experience with stdin/stdout and/or Batch Scripting a plus.

Some Familiarity with Unix environment a plus.

Experience with Symitar PowerOn (formerly RepGen) a plus.

 

*ONLY FULLY COMPLETED APLICATIONS WILL BE CONSIDERED*

**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**

SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER  (EOE)


Member Service Rep II - Buffalo

40 Hours (Mon-Sat Varied) 

Buffalo Branch

1650 N. Buffalo Dr.

Las Vegas, NV 89128

 

SUMMARY

Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services.  Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests.  Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals.  Communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.  Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

In accordance with prescribed methods and operating policies and established practice, the Member Service Representative II:

Greets and interviews members to determine financial needs.  Suggests and explains appropriate deposits, lending and investment products.  Describes and recommends suitable insurance products and automated services.  Directs members to appropriate staff member or department

Processes a variety of financial transactions for members including the opening and closing of accounts, issuing checks, processing deposits and withdrawals from accounts, filing insurance claims, issuing certificates, drafts and other negotiable instruments.

Responds and researches member inquiries regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of automated services. 

Explains the features and benefits of credit union electronic services and approves applications.  (Debit Card, Voice Response, Online Bill Pay, Online Banking, Direct Deposit, ACH Debit/Credit and Payroll Deduction)

Performs clerical duties such as photocopying, faxing, processing incoming and out going mail, filing and notary services.

May perform Senior Member Service Representative duties as required in their absence.

Performs all lending functions as required at the branch level. 

Assists in training new Member Service Representative in all financial service transactions and procedures.

Performs various duties to provide members Safe Deposit services. 

Meet and/or exceed assigned goals.

Follow established credit union policies and procedures, government rules and   regulations, and visitor and security guidelines.

Performs other duties as assigned.

PERFORMANCE STANDARDS:  

Must fully understand credit union products and services and be able to cross-sell members to use these products and services. Must fully understand the factors considered in the credit qualification process, and the appropriate steps to insure compliance with applicable regulations.  Accurately completes system input to obtain valid credit scores. Must be competent and comfortable in the sales environment.  Cooperative and positive attitude toward members, potential members and credit union staff.  Maintains professional appearance and demeanor.  Understands the importance of "first responders' role in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard.  Telephone experience preferred in customer service, as well as ability to communicate clearly.  

QUALIFICATION REQUIREMENTS:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: 

High school diploma or general education degree (GED); and a minimum of one year related experience and/or training; or equivalent combination of education and related experience.  Thorough knowledge of credit union's computer system for performing basic input/output tasks including Word and Excel desired.

*ONLY A FULLY COMPLETED APPLICATION WILL BE CONSIDERED*

** "SEE RESUME" ON APPLICATION WILL NOT BE CONSIDERED**

Silver State Schools Credit Union is an Equal Opportunity Employer (EOE)


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