MSU Federal Credit Union jobs in East Lansing, MI - 31 jobs

The Card Fraud Manager is responsible for supervising the operations of the fraud prevention program at the Credit Union, as it relates to card fraud. This includes the supervision of employees, tasks and projects within the Card Fraud Team, collaboratively with the Account Fraud Manager for the Fraud Prevention Department, and in accordance with the Credit Union's mission statement, values and strategic plan. This position assures that fraud situations, including claims and losses, are promptly and properly worked in compliance with the Credit Union's policies, procedures and guidelines. This position monitors department service levels while working on cross functional teams to develop and implement policies, strategies and processes for minimizing the risk of loss from fraud, abuse and compliance violations. Work Location - This position is a hybrid working arrangement. Expectation is to be onsite a minimum of 1-3 days per week at our Headquarters in East Lansing, MI. The onsite requirement is to help foster relationships with other key leaders/managers and fraud employees. Schedule - Monday-Friday 8:30am-5:00pm Eastern Standard Time; Additionally, having flexibility to support team/answer questions during standard branch hours as needed. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment. Compensation & Benefits: * Salary Range: * Level I - $90,000 - $110,000+ annually, depending on experience * Senior Level - $100,000 - $125,000+ annually, depending on experience * 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums * Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays * 401(k) with a company match * Tuition Reimbursement * Up to 12 Weeks of Paid Parental Leave * Learn more about our benefits here Essential Duties and Responsibilities: Level I * Directly supervise the Card Fraud Team by carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems. * Escalate identified fraud trends and instances in a timely manner to the appropriate leadership and teams for communication to the organization and to affected members. * Coach and mentor employees, including but not limited to establishing goals and objectives, providing feedback on investigative efforts and performance; maintain a regular schedule of periodic coaching sessions and quarterly career development meetings. * Develop and implement strategies (both external and internal) designed to minimize fraud losses, increase operational efficiencies, and ensure ongoing compliance with laws and regulations. * Responsible for maintaining current systems, fraud technology, alerts, and reporting while working to identify gaps in efficiency and potential solutions. * Report monthly, yearly and year-over-year departmental statistics for reporting to the board, management, and regulatory authorities, creating unique reports to define trends, anticipate problems and find proactive solutions. * Oversee the card fraud rules in place for efficacy, updating, and reporting. * Responsible for staying up-to-date with fraud trends, economic conditions, products, services, and Credit Union initiatives to maintain adequate knowledge of the financial services industry and the Credit Union. * Responsible for providing input into the Fraud Prevention Department's relevant policies and procedures, annual budget and strategic plan for submission to the senior management. * Maintain compliance with Federal and State laws and regulations, in addition to Credit Union policies and guidelines and ensure that employees receive the necessary training to comply with applicable requirements. * Foster and promote a culture of risk awareness and accountability. Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations. * Perform other duties as assigned Senior Level * Demonstrate a holistic understanding of fraud, regardless of type or channel, related regulations and compliance, and processes and procedures to support all investigations, oversee department operations, and advance the Credit Union's overall fraud program. * Lead external fraud peer groups and collaborate effectively with partnering financial institutions and law enforcement. * Present fraud training and education to external partners and community members. * Develop and implement innovative, enterprise-wide business solutions that improve the Credit Union's ability to mitigate operational, compliance, transactional, strategic, information security, and other risks. * Implement fraud mitigation strategies in response to fraud trends or spikes that develop and escalate rapidly, effectively leveraging employees, technology, and other resources, while communicating appropriately. * Develop and maintain model governance procedures, perform model analysis, and implement changes to models used in Fraud Prevention according to model management policies. Job Requirements: Level I * High School Diploma or equivalent required. * Bachelor's Degree with a concentration in criminal justice, financial crimes, or other business related preferred; In lieu of degree, a minimum of five years of experience in financial crimes or fraud investigation, including a minimum of three years of leadership experience, is required. * Completion or active pursuit of a fraud related certification program, such as those offered by the IAFCI, CFE and CFCS is required. * Prior experience in a financial institution or similar industry in work related to fraud prevention, financial crimes, or other related role is preferred. * Prior experience leading others formally or informally is required; or completion of one of the Credit Union's leadership programs in lieu of experience. * Experience working with VISA or Mastercard highly preferred. Senior Level * Formal leadership experience managing a team within a financial institution or similar industry directly related to fraud prevention and/or financial crimes is required. Competencies: * Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate. * Leadership Competencies must be demonstrated, be committed to, and be developed by all leaders, including Lead Self, Lead Others and Lead Outcomes. * Functional Competencies: * Digital Literacy * Adopts, effectively uses, and champions new technology. Understands and shares technological information used within the position. * Systems Knowledge * Demonstrates knowledge of financial services and fraud programs and applications, and successfully navigates these systems. * Time Management * Manages time and resources to ensure that work is completed efficiently. * Initiative * Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements * Change Management * Adjusts thinking and behavior to resiliently face change, and uses experience to fuel growth. Enables the process of change and transition while helping others deal with its effects. Displays self-awareness of their personal reaction to change and regulates their response. Acts as a change champion, communicating the why behind the change and aligning with organizational direction. * Data Analysis * Analyzes and draws insights from relevant data. Uses storytelling to effectively communicate insights and actionable, data-informed recommendations. * Resourcefulness * Creatively copes with difficult situations or unusual problems. Solves problems and achieves results in the face of obstacles and constraints. * Detail Oriented * Ensures information is complete and accurate. Adheres to processes as outlined. Follows up to ensure quality and completion of work. * Project Management * Demonstrates knowledge of project frameworks and their corresponding life cycles; project management concepts, tools, and best practices; project reporting standards; and project plan development. * Conflict Management * Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement. Physical Demands and Work Environment: * May be required to remain in a stationary position for an extended period. * Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage. * Occasionally needs to move about inside of an office area. * Exposure to potentially hazardous conditions, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure. * This position can work in hybrid or onsite working arrangements. Disclaimer: * Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate. * MSUFCU is an affirmative-action, equal-opportunity employer. * To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Member Experience Associate - Lansing Pool is based in Lansing, MI and will support multiple locations in the Lansing area. More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job Summary The Member Experience Associate is passionate about delivering the best Member Experience to our members! This team member will uncover needs, inspire possibilities, and deliver solutions to advance our members' financial success. This person must be adaptable with a strong sense of teamwork. They will cross-sells products and services, open all deposit accounts, including specialty and business accounts to help our members meet their financial goals. This position will build and deepen member relationships by providing the Best Member Experience. Member Experience Associates will be expected to support onstage operations and help to reach and exceed Lake Trust goals. What you'll do * Proactively greet and interact with members as they enter the Credit Union. Through active listening and asking open ended, highly impactful questions you will uncover member needs to best assist them in meeting those needs. * Be a financial coach to our members! Look for opportunities to maximize member loyalty, building and deepening the member's relationship by assessing member's total financial picture and offering solutions to advance their financial success. * Coach and mentor peers by working collaboratively and promoting teamwork in order to achieve Lake Trust goals. * Demonstrate positive behaviors that promote high morale, cooperation and enthusiasm. * Educate members on consumer loans and credit card products. Originate, process, and close on consumer loans. Advise on opportunities to advance members' financial well-being by looking for cross-sale opportunities and acting as a financial coach to members. What you'll bring * High School Diploma/GED is required * Minimum of 1-2 years job-related experience demonstrating success in building member/customer relationships by successfully cross selling products within a financial institution or retail environment. * Proven ability to proactively interact with members to identify and uncover needs while supporting a strong member/customer service culture. * Prior lending experience preferred * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

Responsible for providing clerical support for loan and other business services activities. Prepares and files a variety of documents. Monitors, updates, and services business accounts. Opens mail and performs miscellaneous clerical functions as needed. Provides high quality and professional service to members, and acts in support of the Business Services Specialist Team. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for the effective performance of assigned clerical, secretarial, and account processing functions; a. Monitors, maintains and services business accounts, and serves as primary point of contact for borrowers post close b. Monitors and compiles adequate supplies of business service offerings for branches. Orders checks for businesses. c. Assist with the collection of data for annual loan reviews d. Tracks and ensures appropriate business account opening information is received from branches in a timely manner. e. Orders checks for businesses, processes payment history requests, payoff letter requests, lien releases and business member / department mailing needs f. Processes invoices and GL reimbursements g. Scan, organize and file various forms of documentation h. Assists and compiles information related to members research requests i. Maintains, organizes, updates and prepares files for internal audit business files. j. Prepares appropriate vendor reviews k. Monitors negative accounts and assists resolutions in business collections l. Processes business credit report requests, approves RDC requests m. Ensures mortgage recordings and final title policies are received n. Sends out adverse actions for loan denials 2. Assumes responsibility for establishing and maintaining effective business relations with members; a. Assists with questions and problems courteously and promptly. b. Obtains and conveys information as needed. c. Maintains the Credit Union's professional reputation. 3. Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with Credit Union personnel and with management; a. Attends and participates in meetings as required. b. Assists, supports, and replaces Business Services personnel as needed. c. Develop and maintain strong working relationsip with all branch staff to assist with any needs d. Keeps management informed of area activities and of any significant problems. 4. Assumes responsibility for related duties as required or assigned; a. Completes special projects as assigned. b. Ensures that work area is clean, secure, and well maintained. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: Basic knowledge of business account services and procedures, helpful not Familiarity with business loan programs and service requirements. Familiarity with general loan documentation helpful. EXPERIENCE REQUIRED: Prior experience helpful, particularly in a financial environment. SKILLS/ABILITIES: Accurate and attentive to detail. Project management skills and well organized. Strong typing abilities. Ability to assist, direct and coordinate others. Able to use computer, adding machine, copy machine, and basic business equipment. Maintains high degree of confidentiality. Good interpersonal and public relations skills. Solid analytical, creative, and problem-solving abilities. Able to work well independently. Use of Excel, Word and Adobe acrobat

Reporting to the President/CEO, the Vice President of Lending is responsible for all lending related activities including, but not limited to, budget planning and preparation, risk management, asset liability management, strategic planning, loan origination, loan servicing and overall portfolio management. Assigns, directs and appraises staff in the business lending, mortgage lending, consumer lending and member insurance sector along with their respective functions and governing policies, as well as for loan promotion, pricing, production, underwriting, compliance, delinquency, recovery, and overall portfolio performance. Ensures that lending operations are in accordance with established policies, procedures and legal requirements. Analyzes and evaluates the effectiveness of lending services. ESSENTIAL FUNCTIONS AND BASIC DUTIES Assumes responsibility for the development and implementation of effective lending planning. Assists CEO with long and short-term planning for the Mortgage, Business and Consumer Lending departments. Participates in developing lending policies and procedures and ensures that they complement organizational goals. Executes established operational goals and coordinates their implementation with other departments and with your team members. Lead, evaluate, implement, launch, monitor and improve various loan origination systems, vendor changes or product launches Review credit union vendor due diligence packages to ensure risk is properly managed with third-party service providers. Supports efforts related to portfolio management and pursues loan growth initiatives Oversees the completion of a variety of departmental based budgets from both a revenue and expenditure perspective Ensures the effective performance of lending related services. Ensures that lending activities are conducted in accordance with established policy guidelines and standards, and are properly documented. Conducts periodic reviews of existing policies to ensure effectiveness. Ensures that policies are updated and are in accordance with evolving regulations, legal requirements, and industry trends. Ensures the maintenance of statistics relative to loans issued, report data, delinquency follow-up, etc. Ensures that insurance functions support member needs and are well coordinated with lending operations. Ensures that mortgage and business loans, accounts and property management are managed effectively to meet the needs of borrowers and the Credit Union. Monitors and evaluates work quality, efficiency, and productivity. Ensures that optimal efficiency is maintained in lending related activities. Assumes responsibility for the effective administration of lending functions. Ensures the availability of adequate services and materials to support lending activities. Manages and oversees expenses. Pursues cost-saving measures. Keeps Service Team informed of loan activities, progress toward established objectives and of any significant problems. Ensures required reports and related documents are completed promptly and accurately, and in compliance with Credit Union guidelines and policies. Ensures the maintenance of department records. Interact and support Federal and State examiners across annual examinations Participates as a member of the Business and Mortgage Loan Committee's Ensures that completed work is of the highest quality. Leads initiatives towards improved service delivery and management of the various aspects of the Credit Union's loan portfolio segments. Effectively supervises personnel, ensuring optimal performance. Provides leadership to assigned personnel through effective objective setting, delegation and communication. Conducts staff meetings as required. Assigns, directs and coordinates work. Ensures that personnel are well trained, effective and optimally used. Instructs personnel regarding policy, procedure and program changes and ensures that they are well informed regarding related legal and regulatory developments. Conducts performance appraisals as required. Formulates and implements corrective actions as needed. Ensures that staffing levels are appropriate and human resources are effectively utilized. Conducts interviews and assists with hiring as needed. Mentor's Credit Union personnel across the organization Works closely with Marketing, Audit, Compliance, Information Systems, Operations, Resolutions and Accounting to ensure deliverables and various initiatives related to lending are pursued and achieved Assumes responsibility for ensuring that professional business relationships are established and maintained with members, vendors, the business community, and trade organizations. Ensures that members, vendors, the business community and trade organizations are properly informed of Credit Union loan policies and procedures. Ensures that requests, problems and questions are properly resolved. Ensures that the Credit Union's professional reputation is maintained throughout lending and business related transactions with members. Represents the Credit Union in contacts with business and trade professionals. Handles and diffuses escalated member, vendor, business or dealer partner related concerns Assumes responsibility for related duties as assigned. Ensures that work area and various locations are clean, secure and well maintained. Stays informed regarding developments and changes in lending services. Cross-sells credit union services through participation in community events, organizations and board of presence throughout the community Keeps the President/CEO informed of area activities and of any significant problems Completes special projects as assigned. PERFORMANCE MEASUREMENTS Lending services are efficiently and effectively provided in accordance with established Credit Union policies and standards and with applicable laws and regulations. Lending activities result in maximum volume, appropriate profit and delinquency ratio's in line with strategic goals Strong relationships exist with members and businesses and their financial and lending needs are properly assessed and met. Department personnel are well trained and efficient, and their activities are well directed and coordinated. Required reports and records are accurate and timely. President/CEO and the Board of Directors are appropriately informed of area activities and of any significant problems. Suggestions for improved efficiency are provided. QUALIFICATIONS EDUCATION/CERTIFICATION: Bachelor's degree in business/related field. Advance degree strongly preferred. REQUIRED KNOWLEDGE: Through knowledge of loan products and applicable policies and standards. Understand of government regulations and legal requirements involving lending, collections, insurance and related functions. Thorough knowledge of credit risk, business lending, consumer lending and mortgage lending EXPERIENCE REQUIRED: Five to ten years of progressive lending experience in a financial institution. Supervisory experience required. SKILLS/ABILITIES: Strong leadership, supervisory and interpersonal skills. Good organizational, managerial and problem-solving skills. A high level of analytical skills. Ability to operate related computer applications and business equipment.

Responsible for analyzing and reconciling detailed general ledger accounts as assigned. Researches and resolves discrepancies and accounting errors. Completes related reports, summaries, and records. Performs related clerical duties. Posts and balances various accounts. Processes Share-to-Share transfers, Daily ACH Postings, and Share Draft Postings. Assists with processing wire transfers. Keeps accounts, reports, and records accurate, updated and timely. Responsible for performing a variety of accounts payable and related clerical duties. Receives, sorts, and proofs accounting documents, and posts totals. Prepares reports and maintains records and files as needed. Maintains accounting document files, including daily work and accounts payable. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for the accurate and timely completion of assigned accounting functions. a. Reviews source documents and records daily transactions. Balances and posts daily write-ups and journals. b. Computes figures and prepares recurring account statements. c. Posts a number of transactions to the appropriate general ledger account. d. Reconciles general ledger accounts as assigned. e. Performs miscellaneous filing/sorting of checks, journals, daily write-ups, etc. f. Completes required records and reports and maintains files. g. Completes accounting functions in accordance with established policies and procedures. h. Posts, balances, charges returned ACH fees, and returns ACH items. i. Assists in adding or verifying wires through the Federal Reserve. j. Reviews invoices to ensure they are correctly coded, properly authorized, and there are no overpayments or repeat payments. Ensures that approval authority is in accordance with purchasing policies. k. Processes payments and obtains authorized signatures. 2. Assumes responsibility for effectively researching, tracking, and resolving accounting problems and discrepancies. a. Researches and resolves vendor problems and billing discrepancies. b. Maintains and projects the Credit Union's professional reputation. 3. Assumes responsibility for establishing and maintaining effective communication and coordination with area personnel and with management. a. Maintains regular contact with other departments to obtain information and/or to correct transactions. b. Assists accounting personnel as needed. c. Keeps management informed of area activities and of any significant problems. d. Attends and participates in meetings as required. 4. Assumes responsibility for related duties as required or assigned. a. Ensures that work area is clean, secure, and well maintained. b. Performs general accounting duties as needed. c. Maintains confidentiality. d. Completes special projects as assigned. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE : Knowledge of basic accounting concepts. Knowledge of related computer applications. EXPERIENCE REQUIRED: Previous Credit Union or financial institution experience useful. SKILLS/ABILITIES: Well organized and detail oriented. Good math skills. Good attention to detail and accuracy. Cooperative and willing to assist others. Able to use PC, calculator, and other basic business machines.

Responsible for planning, organizing, and directing consumer loan servicing and consumer lending activities including secured consumer loans, unsecured consumer loans, home equity loans, credit bureau reporting/dispute processing, collateral protection insurance, loan corrections, escrow accounts, system upgrades and enhancements, and budgeting/accounting processes. Ensures that loan servicing operations and lending loan decisions are in accordance with established policies, procedures, legal requirements, and result in maximum volume, appropriate profit, and minimum delinquency ratios. Ensures that all subordinate areas of responsibility support Credit Union objectives and goals. Hires, trains, directs, and appraises assigned personnel and implements corrective actions as necessary. Responsible to develop and maintain quality indirect lending relationships with auto dealers and merchant lenders within the assigned market. Meets with dealership management to explain loan programs, generate loan volume and promote the credit union. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for the development and implementation of effective Lending and Loan Servicing policies, procedures, and planning. a. Assists the VP of Lending in developing short and long-term goals and plans for the lending and loan servicing departments. b. Completes department budgets. c. Makes suggestions and recommendations as appropriate. d. Develops policies and procedures for loan activities. e. Conducts periodic reviews of existing systems and procedures to ensure maximum efficiency and legal compliance. f. Leads and/or assists in conversions associated with system changes, vendor changes, product changes that relate either to loans and loan products, card products, credit bureaus, etc. Researches proposed new vender, product and contract. Works with support staff to ensure transition is as smooth as possible. g. Develops training material for staff on new product and ensures affected staff is prepared for new product. h. Reviews all documents associated with consumer lending, credit cards, credit bureaus to ensure compliance and credit union safety and soundness. i. Reviews loan/card regulation changes and proposes solutions to verify the Credit Union is in compliance. j. Track and review underwriting decisions to ensure compliance with policy/procedures/guidelines. Coordinates and assists the Resolutions department in collection of questionable loan decisions and presents at loan review meeting. k. Processes loans for employee and official family. l. Reviews contracts and performs annual contract due diligence review of outside vendors to ensure the Credit Union's objectives are protected. m. Coordinates with outside vendors (Fiserv, Originate Loans, Title Insurance Companies, Allied Solutions, CUNA, Tax Tracking Providers, E-Oscar, Experian, TransUnion and Others) to ensure products and systems are working properly. n. Develops training programs for personnel inside and outside of lending and loan services areas. Assists Trainer in presenting programs and editing to make programs more effective. o. Monitors competitors and provides timely updates. Coordinates market research to ensure the Credit Union is in line with the competitive market. Analyzes research and makes suggestions to improve products and the Credit Unions profitability. p. Assists Resolutions Department with loan workout arrangements and refinances. Works to ensure proper documentation and procedures are followed. q. Evaluates and recommends changes on the automatic loan decision matrix. r. Oversees Indirect Lending and regulations. s. Oversees processing of, loan corrections, loan payoffs, release of liens, skip a payment requests, credit report disputes, indirect loan packets, automatic loan payments, collateral protection insurance, letter of guarantee requests, storage requests, subsequent actions, dealer chargebacks, credit life, disability, and involuntary unemployment claims t. Oversees dealer relations manager to ensure creative, effective communication between credit union and dealerships exist. Ensures proper onboarding for new indirect lending partnerships. Market's CASE's Indirect Lending Program through personal solicitation and presentations. Assists dealership on the use of the Credit Union loan documents, maintaining compliance to credit union guidelines. u. Develops and maintains quality indirect relationships within the assigned market. Builds business by identifying new opportunities and demonstrating value to the dealer management and finance directors. v. Interfaces directly with DIFS, NCUA, Internal and External examination personnel to support consumer lending area during times of examination w. Other duties as assigned 2. Assumes responsibility for the effective and efficient completion of Lending, Mortgages and Loan Servicing functions. a. Monitors and evaluates work quality, efficiency, and productivity. Ensures that optimal efficiency is maintained in lending and loan services activities. b. Tracks work flow and ensures that deadlines are met. c. Coordinates, schedules, and directs department's functions. d. Ensures that lending and loan services functions are completed in accordance with established policies and procedures and related legal requirements. f. Assists staff in counseling members whose loan requests were denied, explaining reasons while offering alternatives. 3. Effectively supervises department staff, ensuring optimal performance. a. Provides leadership to personnel through effective objective setting, delegation, and communication. Conducts staff meetings as required and informs personnel of policy and procedure changes. Discuss areas needing improvement. b. Ensures that personnel are well-trained, effective, and optimally used. Identifies training needs and develops appropriate training programs. Conducts training sessions and cross-trains as appropriate. c. Ensures that staffing levels are appropriate. d. Conducts performance appraisals as required. 4. Assumes responsibility for ensuring that professional business relations exist with members, vendors, and trade professionals. a. Ensures that members' requests and questions are promptly and courteously resolved. b. Ensures that members are properly informed of Credit Union loan policies and procedures. c. Ensures that the Credit Union's professional reputation is maintained both internally and externally. d. Represents the Credit Union in contacts with business and trade professionals. 5. Assumes responsibility for related duties as required or assigned. a. Ensures that work areas are clean, secure, and well-maintained. b. Stays informed regarding developments and changes in the credit field. c. Completes special projects as assigned. QUALIFICATIONS EDUCATION/CERTIFICATION: Associate degree or equivalent work experience. Bachelor's degree preferred. REQUIRED KNOWLEDGE: Thorough knowledge of Credit Union loan products and applicable policies and standards. Excellent understanding of government regulations and legal requirements involving consumer lending, VISA rules, indirect lending, loan servicing and credit reporting. Strong knowledge of accounting and able to skillfully apply all related computer applications. EXPERIENCE REQUIRED: Skills acquired on the job. At least three years of experience in lending related positions. At least two years of administrative and supervisory experience. SKILLS/ABILITIES: Strong leadership and supervisory skills. Good project management abilities. Strong public relations and telephone skills. Well organized. Attentive to detail. Efficient. Willingness to assist others. Strong analytical and problem solving skills. Solid communication abilities. Able to meet deadlines.

Responsible for all aspects of day to day incoming contact center operations, implementing and reviewing contact center policies and procedures, developing and monitoring quotas for service volume and timeliness including chat, IUO, online account opening, home banking and all member correspondence as directed by the Contact Center Manager. Ensures that established procedures are followed. Responsible for coaching, mentoring and managing the Contact Center staff. Also ensures that all contact center performance goals are met while providing exceptional quality member service. Keeps Management informed of area problems and activities. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for effectively overseeing the Contact Center and Member Relations Representatives. a. Ensures that operations further the Credit Union strategic plan and are in accordance with established polices and procedures. b. Maintains and improves member experience by monitoring system performance, identifying problem areas and assisting in resolving and implementing changes. c. Ensures that all member questions and complaints are resolved in a timely manner. d. Completes research and resolves documentation errors or discrepancies on complex member problems. e. Ensures that Contact Center operations further Credit Union strategic plans and are in accordance with established policies and procedures and with legal and regulatory requirements. f. Monitors the financial performance of the Contact Center and ensures that established budgets are met. g. Supervises and assists with member service functions. h. Ensures the Quality of Communication (Written and Verbal) meet expected standards. i. Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information. j. Implements the changes to established policy and procedures within the department. k. Ability to diffuse difficult member situations. l. Continually seeks ways to improve e-solutions, communication, and productivity, to meet established goals. m. Approves all sick leave, vacation, overtime, and time cards for each department employee. Keeps accurate payroll and attendance records. 2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management. a. Completes contact Center statistical reports. b. Keeps supervisor informed of area activities and significant problems. c. Attends and participates in meetings as required. d. Ensures department goals support Credit Union-wide goals and objectives. e. Monitors staff interactions with members. f. Develop and implement training strategies for employee development. 3. Assumes responsibility for establishing and maintaining professional business relations with members and trade contacts. a. Ensures that requests and questions are promptly resolved. b. Ensures that deadlines are met. c. Promotes goodwill and a positive image of the Credit Union. 4. Effectively supervises Contact Center personnel, ensuring optimal performance. a. Accomplishes Contact Center human resources objectives by delegation, motivation, orienting, selecting, coaching, counseling, and disciplining employees. Also administers schedule systems, communicates expectations, plans, monitors, apprises, reviews job contributions, reviews compensation and enforces polices and procedures. b. Oversees activities of Contact Center/eServices Representatives. c. Identifies, develops, and implements training programs as appropriate. Ensures that Contact Center reps are thoroughly trained in all Credit Union products and services. d. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. e. Ensures that staffing levels are appropriate. Assists in interviewing and assigning new personnel as necessary. 5. Assumes responsibility for the effective administration of Department functions. a. Provides and models organizational leadership and influence in ensuring optimal performance and enabling teams to succeed in the organizations. b. Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. c. Prepares periodic Department activity reports and makes recommendations to management for improvements. d. Ensures that adequate supplies, forms, and equipment are available for personnel. e. Institutes prudent safety measures. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent, and pursuing business related or management coursework. Work experience will be taken into consideration. KNOWLEDGE: Understanding of the Credit Union philosophy. Knowledge of financial institution services, products, and policies. Understanding of industry trends, reporting and analysis. Understanding of related legal and regulatory requirements. Familiarity with Contact Center functions, policies, and procedures. EXPERIENCE PREFERRED: Two years or more of experience in a supervisory role, including operations, community involvement, and business development. SKILLS/ABILITIES: Strong verbal and written skills. Strong interpersonal, leadership, and supervisory skills. Well organized and able to handle multiple projects. Ability to operate related computer applications and related business equipment. Effective problem solving skills. Attention to detail. Ability to maintain an effective and efficient work flow. Project Management Ability to forecast market trends Exceptional communication, presentation, problem solving and analytical skills. Member Focus Maintain an effective work flow utilizing member's feedback.

Responsible for providing clerical support for loan and other business services activities. Prepares and files a variety of documents. Processes member business loan requests, and opens new member business accounts. Opens mail and performs miscellaneous clerical functions as needed. Provides high quality and professional service to members, and acts in support of the Commercial Portfolio Service Team ESSENTIAL FUNCTIONS AND BASIC DUTIES Assumes responsibility for the effective performance of assigned clerical, secretarial, and account processing functions. Opens business accounts. Monitors and compiles adequate supplies of business service offerings for branches. Orders checks for businesses. Sends out merchant supplies and mails merchant statements. Tracks and ensures appropriate business account opening information is received from branches in a timely manner. Orders checks for businesses, sends out merchant supplies, Processes invoices and GL reimbursements Scan, organize and file various forms of documentation Maintains, organizes, updates and prepares files for internal audit business files. Prepares appropriate vendor reviews Processes flood certification, 4506-T requests, business credit report requests, Sends out adverse actions for loan denials 2. Assumes responsibility for establishing and maintaining effective business relations with members. Assists with questions and problems courteously and promptly. Obtains and conveys information as needed. Maintains the Credit Union's professional reputation. Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with Credit Union personnel and with management. Attends and participates in meetings as required. Assists, supports, and replaces Business Services personnel as needed. Develop and maintain strong working relationsip with all branch staff to assist with any needs Keeps management informed of area activities and of any significant problems. Assumes responsibility for related duties as required or assigned. Completes special projects as assigned. Ensures that work area is clean, secure, and well maintained. PERFORMANCE MEASUREMENTS Business accounts are opened in accordance with established policies and procedures. Document preparation is accurate, neat, and timely. Files are accurate and well organized. Miscellaneous clerical functions are efficiently and effectively completed. Professional working relations exist with members. Assistance is provided as needed. Questions are answered courteously and promptly. Good working relations and communications exist with Credit Union personnel and with management. Assistance and support are provided as needed. Management is appropriately informed. QUALIFICATIONS Education/Certification: High school graduate or equivalent. Required Knowledge: Basic knowledge of business account services and procedures, helpful not required Familiarity with business loan programs and service requirements. Familiarity with general loan documentation helpful. Experience Required: Prior experience helpful, particularly in a financial environment. Skills/Abilities: Accurate and attentive to detail. Project management skills and well organized. Strong typing abilities. Ability to assist, direct and coordinate others. Able to use computer, adding machine, copy machine, and basic business equipment. Maintains high degree of confidentiality. Good interpersonal and public relations skills. Solid analytical, creative, and problem-solving abilities. Able to work well independently. Use of Excel, Word and Adobe acrobat

Member Experience Assistant Manager - Brighton Branch More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial Wellbeing Services * 401(K) matching up to 5% * Heath Insurance with Wellness Incentives * Employee Wellbeing Services * DE&I Initiatives * Work-Life Balance Job Summary The Member Experience Assistant Manager is passionate about inspiring team members to build engaging relationships with our members to help them along their journey to financial success and overall wellbeing. This person is agile and thrives on coaching and developing others. They are committed to assisting the Member Experience Manager in delivering the best Member Experience to our members while maintaining operational excellence in our in our Relationship Center and/or Contact enter. As part of Team Lake Trust, this person will have a strong sense of teamwork and will collaborate with others to empower wellbeing and multiply positive impact. Member Experience Assistant Managers will be an advocate for our members and the communities we serve while helping to reach and exceed Lake Trust goals and implement strategic initiatives. What you'll do * Assist Member Experience Manager in providing leadership and coaching to the team, in ensuring operational excellence, quality member service, and goal attainment. * Work with team to build and deepen member relationships by assisting members on their financial wellbeing journey and offering solutions to advance their success. * Demonstrate excellent communication skills, think creatively and use sound judgement when working with your team to solve problems, focusing on one stop resolution for our members. * Provide direction on all operational aspects of the department including cash handling, security, audit procedures, and compliance. * Be adaptable and remain flexible in the face of rapidly changing business needs. * Expand and grow strong relationships among peers and other departments, encourage open communication and collaboration. * Assist Member Experience Manager in conducting meetings, huddles, and training sessions. * Assist team with transactions and procedures as needed. * Maintain knowledge of products, services, and procedures to effectively service members. * Perform other duties as required and/or assigned. What you'll bring * High school diploma required, Associate or Bachelor's degree preferred. * Minimum of 1-2 years of supervisory and/or coaching/mentoring experience required or demonstrated leadership ability within the organization. * Excellent problem solving and communication skills. * Ability to quickly adapt to changing priorities. * Passion for leading and coaching others. * Ability to motivate and inspire team. * Proven ability to support a strong member service culture while building member wellbeing. * Ability to maintain high degree of confidentiality and professional demeanor in all situations. * Willingness and ability to support other locations as needed. * Willingness and ability to assume Member Experience Manager responsibilities as needed What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job Summary Assist with completion of the internal audit plan for the credit union by performing operational and compliance audits of various Credit Union functions and departments. Identify related risks and verify mitigating controls in place. Assist in internal audit planning and report writing. Identify areas for process improvement and efficiencies. Provide guidance in the development of alternative solutions or implementation of corrective actions. Maintain all organizational and professional ethical standards and complete all internal audit work in compliance with The IIA's International Standards for the Professional Practice of Internal Auditing. What You'll Do * Assist with completion of risk based internal audit plan by performing fieldwork, evaluating the effectiveness of controls, assisting with planning and wrap up activities. * Review credit union controls, document processes, identify areas needing improvement, and suggest solutions for process efficiencies. * Assist with audit completion and report writing. Participate in exit interviews and walkthroughs with audited departments. * Develop and maintain an understanding of all aspects of credit union operations and related risks and controls. * Act as a consultant for internal departments related to risk and control and process efficiency. * Provide assistance with monitoring outstanding audit/exam findings * Complete review notes in a timely manner. * Remain current on internal audit standards and guidance, as well as financial institution regulations. * Pursue professional development opportunities, including external and internal training and professional association memberships. * Maintain objectivity and independence. * Assist with special projects as needed. * Perform other duties and responsibilities as required or assigned. What You'll Bring * Previous work experience in a financial institution preferred. * Bachelor's degree in business administration, Accounting or Finance OR equivalent in work experience (3-4 years of internal audit related experience) * Certified Public Accountant (CPA), Certified Internal Auditor (CIA) or working towards a CIA is a plus. * Able to manage and execute multiple complex projects within required timelines and expectations. * Understanding of both Credit Union policies and procedures as well as a working knowledge of regulatory requirements for both deposit and lending products. * A record of strong communications, analytical, organizational, project management and planning skills. * QUALITY AND CONTINUOUS IMPROVEMENT: Committed to high quality outcomes. Uses formal and informal tools and techniques to achieve operational excellence. Maintains a constant focus on efforts to improve quality and efficiency of work processes. Challenges the status quo to identify new possibilities. * PURSUING SELF-DEVELOPMENT: Continuously seeks new ways and different ideas/points of view. Committed to high quality outcomes. * COMMUNICATING OPENLY AND HONESTLY: Proactively provides information and resources to other departments and other levels. Shares useful information with the team in an open and honest manner. Confidently expresses own opinions and beliefs. Provides insight and offers knowledge and experience. Presents things in a balanced and constructive way. Asks good questions. Listens to understand the other point of view. Promotes two-way dialogue. * COLLABORATION: Contributes to team performance by collaborating on projects with team members and across organizational boundaries. Creates team spirit and supports team members. * DEMONSTRATES SUPPORT OF THE LAKE TRUST VALUES, STRATEGY, AND BRAND PROMISE: Actively promotes and aligns actions with Lake Trust strategic goals, values and Brand Promise; participates in setting and achieving team goals that contribute to the overall goals of Lake Trust What You'll Get * Ability to collaborate and build a sense of togetherness that contributes to a positive work environment. * Being open to change and embracing new opportunities can lead to diverse experiences and career advancement. * By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.

Service + Support Representative I Pay Range: Band B - MRP 1 Responsible for contributing to and creating a positive member experience by providing support to activities for members, onstage staff and the various credit union deposit accounts/programs. This includes writing and communicating operational procedure support to onstage staff as well as administrative tasks involved with the maintenance and control of deposit accounts and processes. Regular collaboration and correspondence with staff, members and 3rd party service partners is essential What You'll Do * Assist Onstage staff with member requests for research/information/troubleshooting on deposit related accounts; serve as a resource on policies, procedures & workflow. This includes managing Solution Center Support Requests, helpline requests as well as supporting new products/services/workflows that may be introduced. * Process requests such as, but not limited to: mailed-in, faxed or online applications for new memberships, new accounts, revisions, account closures, verification of deposits, address change requests; Online account opening and onboarding; transactions, loan coupon orders, and similar functions. * Ensure correspondence and notices to members are taking place as required by department procedures * Assist with updates, (including testing) additions or removal of supporting information & * procedures on the internal knowledge-based portal (Solution Center); Perform periodic reviews of such material to ensure it is up to date and meets user needs; make suggestions for improvements and enhancements to procedures, policies, and workflows. * Assist with quality monitoring tracking, reporting and related follow up/corrections on items including but not limited to name changes, social security number changes, address changes, and similar as assigned What You'll Bring * Position requires a High School Diploma or GED. * Requires one to two years of similar or related experience with a financial institution. * A strong working knowledge of Microsoft Outlook, Word and Excel. * Strong time management skills * Bondable per CUMIS guidelines. What you'll Get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial Wellbeing Services * 401(K) matching up to 5% * Heath Insurance with Wellness Incentives * Employee Wellbeing Services * DE&I Initiatives * Work-Life Balance Job Summary The Total Rewards Manager responsible for developing, managing and administering Total Rewards programs that promotes team member engagement, ensures organization's competitiveness and alignment with long term strategies. Proactively identify opportunities to enhance Lake Trust total rewards plans and programs, vendors and tools that boost employee engagement, experience, and well-being. Manages and administers the Credit Union's compensation, benefits, payroll, wellness, and HRIS programs. What you'll do * Drive the compensation and benefits philosophy and strategy, which will ultimately drive the development and positioning of total rewards programs. * Partner with Talent Attraction + Engagement team members, Hiring Managers, and key business leaders to Leverage technology to create system driven processes. * Develop cost models, forecast analyses, and plan design recommendations on a variety of programs, budgets, and tools, including, but not limited to: geographic base pay structures, annual merit program, incentive plans, and developing compensation benchmarks for new roles. * Proactively research and analyze total reward policies and programs, making recommendations for enhancements. * Manage and administers welfare plans including health, dental, life, vision and disability plans. Reviews benefit plan competitiveness and makes recommendations to meet Credit Union and team member needs. Conducts annual benefit Open Enrollment and Life Event changes. Counsels team members on benefit issues and selection. Assures compliance with applicable regulations. What you'll bring * Requires thorough knowledge of applicable Human Resource laws and regulatory compliance in Compensation & Benefits (i.e., ACA, ERISA, FMLA, FLSA, OHSA, etc.) * Demonstrated ability to advocate for and engage with team members when they experience difficulty communicating with carriers or vendors; ability to demonstrate customer-centric behaviors. * A high level of accuracy, attention to detail, ability to meet deadlines, and proven ability to handle confidential information is essential for success in this role. * Minimum of 5 years work experience administering compensation and benefit programs. Prior work experience with HRIS programs required. * Certified Compensation Professional (CCP) and Certified Benefit Professional (CBP) designation preferred but not required. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

Responsible for providing administrative support for all mortgage loan closing activities and clerical support for all mortgage loan processing activities which include first mortgages and home equity loan products. Schedules closing appointments with title companies, and assists members with questions. Performs final preparation and audit of all documents needed for closing. Provides support to mortgage operations personnel and distributes loan files to related departments within the Credit Union. Reviews closed files and forwards documents to shipping and funding personnel. Obtains and verifies necessary information and prepares documents for underwriting submission and closing review. Arranges flood zone certification as required. Communicates loan status to all involved parties including buyer, seller, realtor, and title company representatives. Obtains proof of insurance as required on mortgage loans. Assists or refers members as necessary. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for providing effective administrative support for mortgage loan closings including first mortgages and home equity mortgages. a. Responsible for all escrow related duties including escrow analysis, escrow set-up, and escrow payments for insurance, taxes, and PMI. b. Prepares and reviews annual escrow analysis. Ensures any ongoing escrow accounts are tracked and reported to Allied. c. Obtains appropriate documentation and signs off closing conditions. d. Orders appraisals, credit reports, and title reports. Logs dollar amounts received and verifies employment, salary, assets, and liabilities. e. Resolves loan application problems. Assists applicants with addressing credit report problems, payoffs, verification of mortgage and meeting documentation requirements. f. Reviews information for completeness and accuracy. Clarifies missing or questionable information. Follows up with outside sources of outstanding documents. Ensures that all necessary items are available for underwriting. Tracks development of information to ensure compliance with underwriting guidelines. Resolves conditions of underwriting. Submits loans for final approval. g. Prepares files for closing. Obtains records for homeowner's insurance and flood certification. h. Completes monthly PMI Reporting. i. Completes appraisal review checklists for all appraisals. j. Completes monthly tax tracking through Capital Tax as well as monitors and updates paid off loans for removal from tax tracking. k. Completes monthly HMDA reporting for CASE Credit Union. l. Reviews all paid off mortgages for discharge monthly and completes in accordance to discharge policy and procedures. m. Acts as liaison for all mortgage loan sale related initiatives including the sale, servicing and audit requests. n. Monitors all delinquent tax reports and notifications and works with member to ensure any delinquent tax is paid before foreclosure proceedings. Notifies Management of all delinquent tax accounts. 2. Assumes responsibility for establishing and maintaining effective and professional business relationships with members. a. Addresses members' requests and questions promptly and courteously. b. Informs members of Credit Union loan policies and closing procedures. c. Researches and retrieves information from closed loans. d. Maintains the Credit Union's professional reputation. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: General knowledge of mortgage loan services and procedures. EXPERIENCE REQUIRED: Previous experience with a full-service financial institution helpful. SKILLS/ABILITIES: Good organizational skills and attentive to detail. Good communication abilities. Cooperative and works well with others. Able to use computer related applications and basic business equipment. Good math skills. Able to work effectively under time constraints.

Town Center More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life integration The Member Experience Manager is passionate about leading and inspiring others to deliver the Best Member Experience. They are committed to demonstrating Lake Trust Core Values and delivering a Brand Promise experience to both internal and external members. This individual leads by example and is a role model to their team and their peers. The Member Experience Manager is responsible for maintaining operational excellence of a full service branch office, including operations, lending, product sales, member service, security and safety in accordance with the Credit Union's objectives. This individual is expected to meet or exceed branch sales and service goals through coaching team members to build and enhance member relationships. This person will look for opportunities to make a difference in the communities served by Lake Trust. What You'll Do * Deliver on our Brand Promise and GUIDE principles with each and every interaction (internal and external members). * Coach and mentor team members to develop and enhance their sales and service skills in order to provide the best member experience and to promote individual growth and development. * Promote teamwork to encourage employee engagement and empower team members with the necessary means to provide outstanding service to our members. * Demonstrate outstanding communication skills when providing professional responses to complex and/or sensitive service issues. Think creatively and use sound judgment when investigating and resolving service matters, while striving to obtain an unbiased resolution and assure a high degree of member satisfaction. * Provide direction on all operational aspects of the branch, including audit procedures. Utilize exceptional business awareness when developing, implementing, maintaining, and revising branch operating procedures. What You'll Bring * BA/BS or equivalent management experience required. * Three-Five (3-5) years' leadership experience. * Proven passion for developing and leading people. * Demonstrated ability to think critically, independently and creatively to develop strategies and solutions. What You'll Get * Ability to collaborate and build a sense of togetherness that contributes to a positive work environment. * Being open to change and embracing new opportunities can lead to diverse experiences and career advancement. * By prioritizing member wellbeing, which leads to increase engagement, improved team dynamics, higher levels of motivation and a stronger community culture. Ab

Member Experience Assistant Manager - Member Resolution is located in Brighton, MI More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial Wellbeing Services * 401(K) matching up to 5% * Heath Insurance with Wellness Incentives * Employee Wellbeing Services * DE&I Initiatives * Work-Life Balance Job Summary The Member Experience Assistant Manager is passionate about inspiring team members to build engaging relationships with our members to help them along their journey to financial success and overall wellbeing. This person is agile and thrives on coaching and developing others. They are committed to assisting the Member Experience Manager in delivering the best Member Experience to our members while maintaining operational excellence in our in our Relationship Center and/or Contact enter. As part of Team Lake Trust, this person will have a strong sense of teamwork and will collaborate with others to empower wellbeing and multiply positive impact. Member Experience Assistant Managers will be an advocate for our members and the communities we serve while helping to reach and exceed Lake Trust goals and implement strategic initiatives. What you'll do * Assist Member Experience Manager in providing leadership and coaching to the team, in ensuring operational excellence, quality member service, and goal attainment. * Work with team to build and deepen member relationships by assisting members on their financial wellbeing journey and offering solutions to advance their success. * Demonstrate excellent communication skills, think creatively and use sound judgement when working with your team to solve problems, focusing on one stop resolution for our members. * Provide direction on all operational aspects of the department including cash handling, security, audit procedures, and compliance. * Be adaptable and remain flexible in the face of rapidly changing business needs. * Expand and grow strong relationships among peers and other departments, encourage open communication and collaboration. * Assist Member Experience Manager in conducting meetings, huddles, and training sessions. * Assist team with transactions and procedures as needed. * Maintain knowledge of products, services, and procedures to effectively service members. * Perform other duties as required and/or assigned. What you'll bring * High school diploma required, Associate or Bachelor's degree preferred. * Minimum of 1-2 years of supervisory and/or coaching/mentoring experience required or demonstrated leadership ability within the organization. * Excellent problem solving and communication skills. * Ability to quickly adapt to changing priorities. * Passion for leading and coaching others. * Ability to motivate and inspire team. * Proven ability to support a strong member service culture while building member wellbeing. * Ability to maintain high degree of confidentiality and professional demeanor in all situations. * Willingness and ability to support other locations as needed. * Willingness and ability to assume Member Experience Manager responsibilities as needed What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

is located in Hastings, Michigan. More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial Wellbeing Services * 401(K) matching up to 5% * Heath Insurance with Wellness Incentives * Employee Wellbeing Services * DE&I Initiatives * Work-Life Balance Job Summary The Member Experience Associate is passionate about delivering the best Member Experience to our members! This team member will uncover needs, inspire possibilities, and deliver solutions to advance our members' financial success. This person must be adaptable with a strong sense of teamwork. They will cross-sells products and services, open all deposit accounts, including specialty and business accounts to help our members meet their financial goals. This position will build and deepen member relationships by providing the Best Member Experience. Member Experience Associates will be expected to support onstage operations and help to reach and exceed Lake Trust goals. What you'll do * Proactively greet and interact with members as they enter the Credit Union. * Through active listening and asking open ended, highly impactful questions you will uncover member needs to best assist them in meeting those needs. * Be a financial coach to our members! Look for opportunities to maximize member loyalty, building and deepening the member's relationship by assessing member's total financial picture and offering solutions to advance their financial success. * Coach and mentor peers by working collaboratively and promoting teamwork in order to achieve Lake Trust goals. * Demonstrate positive behaviors that promote high morale, cooperation and enthusiasm. * Educate members on consumer loans and credit card products. Originate, process, and close on consumer loans. * Advise on opportunities to advance members' financial well-being by looking for cross-sale opportunities and acting as a financial coach to members. What you'll bring * High School Diploma/GED is required * Minimum of 1-2 years job-related experience demonstrating success in building member/customer relationships by successfully cross selling products within a financial institution or retail environment. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job Summary Identifies, solicits, develops, manages, services, and expands business relationships in an assigned market. Offers a full range of loan, deposit, and non-credit services to existing and prospective business members. Refer personal financial needs of business members to appropriate Relationship Manager. What You'll Do * Interviews applicants to develop financial and credit information, to ascertain needs, abilities, earnings, and risk. Requests necessary information including financial and operating statements and other information and documentation required to adequately assess risk. Performs work under direct supervision. * Solicits and processes loan requests of $100,000 and higher. Works with Senior Officers on larger and more complex loans. Prepare and present all loans to Credit Committee in accordance with established policy and procedures. * Works closely with Leadership of the Credit Union's Lending Group to develop skills in prospecting, client management and call execution. * Develops, services and provides on-going management for business and individual members. * Works with Member Business Loans CUSO to evaluate and extend credit and terms in accordance with NCUA and Lake Trust Credit Union policy and business strategy. * Assumes responsibility for proper documentation and review of loan documents. Monitors loans to ensure complete conformity with terms and to ascertain any developing trends. * Contacts potential and existing members to maintain productivity and profitability in lending and non-lending relationships. What You'll Bring * Bachelor's degree required (business degree preferred) * A minimum of 2 years related work experience required * Formal commercial credit training * Demonstrated experience in business development with commercial businesses required * Must have reliable transportation. * Knowledge and understanding of credit and finance * Excellent verbal and written communications skills * Possess excellent negotiation skills * Extensive knowledge of PC applications Word, Excel, and ability to perform data entry to other relevant systems. * Demonstrate an understanding of commercial lending and has an understanding of the basics of credit and finance. * Ability to solicit and develop business relationships with members. * Ability to travel up to 40% of the time, occasionally overnight. What You'll Get * Ability to collaborate and build a sense of togetherness that contributes to a positive work environment. * Being open to change and embracing new opportunities can lead to diverse experiences and career advancement. * By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.

Pay Range: Band B - MRP 9 More Than A Job Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life integration Job Summary Effectively manages Lake Trust's Financial Wellbeing Program. Leverages key insights from a multitude of member feedback methods and partners with leaders across the Credit Union to improve members' overall experiences. Cultivates a strong partnership with vendor partners to manage program development, implementation, and analysis. Utilizes strong communication skills and cross-functional coordination to proactively work with business stakeholders to drive sustainable member engagement and wellbeing through the creation of new processes, enhancement of existing processes, and enablement of robust reporting What you'll do * Manages and contributes to the development and execution of a comprehensive Member Wellbeing Strategy focused on key outcomes, including increased member engagement through the lens of financial wellbeing. * Develop and execute a roadmap including program progression and socialization, reporting, financial wellbeing management (admin/analytics/reporting) platform, and integration of concepts into all aspects of Lake Trust business. * Act as a champion for the Financial Wellbeing Program, subject matter expert, and primary point of contact for leaders across the organization. * Establish and foster cross-functional relationships with appropriate stakeholders across different departments/groups to ensure the FWB Program is fully aligned across the organization. * Continually monitor and identify insights and key drivers of both negative and positive member experiences based on analysis of surveys and other quantitative and qualitative feedback sources. What you'll bring * Bachelor's degree, preferably in marketing, economics, or a research/business related field is required. * 3 - 5 years of progressive responsibility for Customer/Member Experience program methodologies. * Experience in the financial services industry, including familiarity with loan and deposit products, is preferred. * Experience managing in-depth analytics including combining survey research with transactional data to perform analysis. * Proficient in analyzing data, reaching conclusions, and making relevant recommendations. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job summary The Member Resolution team is responsible for creating positive member interaction by delivering exceptional service via the phone, chats and emails. This role involves handling lost/stolen credit and debit cards, helping customers who are victims of fraud, troubleshooting issues with card denials, and taking applications for new credit card applications. In this position you will provide a high-quality member service using member wellbeing to understand the members' emotional connection to the situation. This team will use member wellbeing to support a wide variety of functions around card services. This role will work closely with all lines of business within the Contact Center and the Card Operations Department. What you'll do * Help members who are victims of fraud navigate the next steps, giving support and empathy in what can be an extremely difficult experience. * Debit cards increase. Credit applications for credit card increases. * Document all findings into a ticketing system to support the findings of fraud and provide provisional credit as needed. Work and update any internal tickets that are submitted. * Support expedited cards to members. * Provide support for cards via inbound and outbound member interactions. What you'll bring * 3-5 years of call center experience required * 3-5 years of financial institution experience required * Understanding debit/credit card fraud * Proficient in computer skills including word, excel, and other credit union software. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.