Pacific Service Credit Union jobs - 178 jobs

Working for Pacific Service Credit Union We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team. What's in it for you? Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. Bonus program: All employees are rewarded for attaining our annual organizational goals. Tuition Reimbursement program for employees eligible after six months of service. Recognition program where employees can be nominated by management, their peers or by members. Employee referral bonus. Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service. Employees are eligible to receive a consumer loan rate discount Vacation and sick time: Full-time employees receive more than two weeks' vacation per year, 11 paid holidays and 10 days of sick leave. Our Hiring Process We believe it's important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible. Apply: Submit your resume for one of our job openings. Our Talent Team and our partner - Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible. In-Person Interview: After a screening call with TQC, we'll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s). If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process! At Pacific Service Credit Union, we uphold trustworthy practices, deliver innovative solutions, and provide exceptional support to our internal teams. Every employee contributes to operational excellence, efficiency, and compliance, driving our success and member financial well-being. The Business Intelligence Data Engineer is knowledgeable with requirement gathering, stored procedure design and development, ETL design and development, multidimensional/tabular model design and development, assisting users with UAT, and a heavy emphasis on visualization and report development. Works within the Microsoft Technology Stack, including Azure Portal, SSMS, SSIS, SSRS, SSAS, and PowerBI, requiring knowledge of star schemas and dimensional modeling concepts. The position will support a culture of data-driven decision-making by democratizing access to data, ensuring the quality of data, reporting, and tools, and supporting stakeholders with guidance on how to use them. Essential Job Functions Develop and program complex SQL stored procedures, views, and functions using Transact Structured Query Language (T-SQL), efficient coding techniques, and programming best practices. Utilizes business acumen and strong technical knowledge to partner with PSCU leadership to understand strategic goals, business requirements, and operational blocks and design BI solutions to ensure strategic alignment to meet PSCU's strategic priorities. Uses discrection and independent judgement to develop Microsoft PowerBI reporting solutions for our stakeholders. Consult with business leaders to develop business requirements for BI solutions. Provide business information for data-driven decision-making and reporting to support executives and teams from across the organization. Maintain SQL queries, procedures, and programming code using source version control tools and follows change management process for migration. Create and deliver data visualization in PowerBI, ensuring that insights are translated and effectively communicated. Independently act to transform complex data into interactive reports, dashboards, visual formats for the use of collaboration and sharing among stakeholders. Promote critical complex software management procedures such as complex data operations and promote modularity and reusability, ensure data integrity rules by providing a secure interface for data access, and facilitate prototype testing to ensure software modifications are implemented correctly and efficiently. Perform duties using system development lifecycle (SDLC): Elicit requirements from stakeholders, create prototypes, develop code, conduct UAT, and deliver data visualizations in PowerBI reports. Invent solutions, leveraging database software and reporting tools. Own the User Acceptance Test (UAT) which entails developing the UAT test plan, defining testing scenarios, and determining guiding criteria and overseeing the execution of UAT case testing. Provide procedural programming capabilities within the SQL Server, writing efficient and optimized SQL queries, and clear, readable code. Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence. Supporting Functions Create training and knowledge transfer of technology to the business. Creative problem-solving that combines innovative and comprehensive data-driven solutions. Drive innovation and continuous improvement. Foster a culture of evolution by adapting to changes, optimizing processes, and contributing to the growth and success of the organization. Demonstrate accountability in your work by taking ownership of responsibilities, setting clear goals, meeting deadlines, and delivering high-quality results. Act with integrity, follow through on commitments, and uphold professional standards. Support and uphold company culture by aligning your work with the credit union's mission and values, contributing to a positive, high-performing environment. Serve as a role model for professionalism, collaboration, and the pursuit of excellence. Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence. Competencies The following competencies are essential for success in this role: Collaboration: Establishes and maintains effective relationships, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to co-workers, works cooperatively in group situations, works actively to resolve conflicts Effective Communication: Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener; keeps others adequately informed Execution: Turns strategy into action, aggressively pursues challenging goals and objectives; willing to put in requisite time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work; implements plans efficiently and produces desired results within a specified timeframe Job Knowledge: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, requires minimal supervision, displays understanding of how job relates to others, uses resources effectively Member/Customer Focus: Displays courtesy and sensitivity, manages difficult member/internal customer situations, meets commitments, responds promptly to member/internal customer needs, solicits feedback to improve service Problem solving: Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group solving situations Quality of work: Demonstrates accuracy and thoroughness; critically reviews work processes to ensure quality; identifies and resolves problems that could impact quality; makes sure deliverables and services meet all requirements, expectations and deadlines; does not make the same mistakes twice These competencies are essential to upholding our values and delivering exceptional service to our internal and external members. Minimum Qualifications 2-3 years' recent experience working as a Data Engineer, 2-3 years' experience advanced SQL query writing, 2-3 years' experience designing reports, dashboards, and visualizations in PowerBI/Tableau equivalent interfaces, experience working in cloud technologies. Experience with Credit Unions and/or financial institutions is highly preferred Bachelor's degree from an accredited university or college in Computer Science, MIS, Mathematics or related field required. Preferred Qualifications Ability to work independently, with minimal supervision and ability to manage multiple efforts concurrently. Ability to work quickly and under tight delivery deadlines with focus on details. Ability to establish and maintain positive and effective work relationships with management, coworkers, and business users. Demonstrated ability to produce high quality deliverables. Excellent verbal and written communication skills, strong problem-solving and critical thinking skills, strong organizational and time management skills. Effective collaboration of tasks across the business and technical teams. Physical Requirements: Ability to sit or stand at a desk for extended periods of time, with the option to adjust to a sit/stand desk to accommodate comfort. Hearing Ability: Ability to hear and understand spoken communication, both in person and via phone. Lifting and Carrying: Occasionally lift and carry materials such as files or office supplies weighing between 0 and 30 lbs. Manual Dexterity: Proficient use of hands and fingers for typing, using office equipment, and handling documents. Mobility: Ability to move around the office to attend meetings or assist colleagues as needed. Verbal Communication Skills: Ability to speak clearly and effectively to communicate with internal and/or external members. Frequent use of telephone headset may be required. Visual Acuity: Ability to view and read computer screens and related documentation with accuracy. Hours and Travel A work schedule of Monday through Friday, generally 8 a.m. to 5 p.m. Hours may fluctuate moderately to accommodate business needs. Less than 5% local travel time required. This position is eligible for the credit union's telecommute policy. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

TITLE: LEARNING PROFESSIONAL ISTATUS: EXEMPTREPORTS TO: MANAGER - ENTERPRISE DEVELOPMENTDEPARTMENT: LEADERSHIP AND ENTERPRISE DEVELOPMENTJOB CODE: 11552 PAY SCALE: $70,400.000 - $78,000.00 ANNUALLY GENERAL DESCRIPTION: The Learning Professional I plays a crucial role in designing and delivering various learning and development programs and initiatives. This includes but is not limited to New Hire Orientation, Role-Specific Enablement, Strategic Program Support, Career Coaching, and Career Pathing. They assume foundational responsibilities related to the design, development, and delivery of learning and development programs. TASKS, DUTIES, FUNCTIONS: Design, implement, facilitate, analyze, and update training courses and workshops to build capabilities, advance talent, and transform the organization. Deliver training sessions, workshops, and presentations to employees, ensuring effective communication and engagement. Conduct basic needs assessments to identify skill gaps and learning requirements within the organization. Assist in the administration of the Learning Management System, including user management, course assignments, and tracking employee progress. Coordinate logistics for training sessions, such as scheduling, room setup, and participant communication. Coordinate, evaluate, and maintain training programs, including associated completion data and reports. Collaborate with team members and stakeholders to gather information and ensure alignment of learning initiatives with organizational objectives. Utilize basic technologies and tools to enhance learning delivery, such as multimedia presentations and simple e-learning modules. Assist in maintaining and updating learning-related content on the organization's intranet or internal platforms. Provide basic support for career development initiatives, including resources and information for employees seeking career advancement. Contribute to the development and delivery of onboarding programs for new hires. Support the maintenance of the Leadership & Enterprise Development calendar, ensuring timely execution of training programs. Collect feedback from participants and assist in basic evaluations of training effectiveness. Engage in professional development opportunities to stay informed about learning and development trends and best practices. Curate content from reliable sources to enhance learning materials and programs. Make recommendations to the Sr. Learning Professionals and Leadership regarding opportunities for improvement in the training programs. Manage the general inbox and intranet to provide accessible information and resources. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Strong written and verbal skills and the ability to present information positively, professionally, logically, and concisely. The ability to facilitate effective training sessions and create job aids and complementary documents to engage, educate, coach, and motivate participants by example in all training activities. Foundational instructional design skills to assist with designing programs and classes, both instructor-led and on-demand. The ability to multi-task effectively and to work productively with short timelines. Strong team skills and the ability to work constructively and collaboratively with management, peers, and other departments. Ability to communicate with a wide variety of technical and non-technical audiences, internally and externally, through both written and verbal communication in technical and business terms as needed. Must possess sufficient manual dexterity to skillfully operate a personal computer and other standard office equipment, such as multi-purpose copier and telephone. Ability to work closely with peers and build strong partnerships with key stakeholders. Make sound decisions in the absence of detailed instructions. Must have the ability to work on own initiative. Must be able to work under tight deadlines. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All Employees EXTERNAL: Training Associations, community organizations and vendors. QUALIFICATIONS: EDUCATION: Minimum of a two-year college degree or completion of specialized certification or licensing. A bachelor's degree in a relevant field, such as Education, Training and Development, or a related discipline is preferred. Additional experience in lieu of a degree may be considered. EXPERIENCE: One to three years of similar or related experience in a learning function including facilitation, delivery, curriculum development, analyzing course and program feedback for improvement. PHYSICAL REQUIREMENTS: Combined sitting, standing, and moving throughout the day performing work-related functions. Vision in the normal range to accomplish tasks. Hearing within the normal range required. A device to enhance hearing will be provided if needed. Frequent travel may be required. LICENSES / CERTIFICATIONS: A valid California Driver's License is required. Association for Talent Development (ATD) certification, SHRM, or other relevant certifications are preferred. THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

TITLE: MGR - ENTERPRISE CORES AND APPLICATION STATUS: EXEMPT DEPARTMENT: IT- EP CORES AND APPS BUSINESS SERVICES REPORTS TO: DIRECTOR - IT ENTERPRISE CORES AND APPLICATIONS PAY GRADE: 23S PAY SCALE: $128,500.00 - $140,000.00 ANNUALLY GENERAL DESCRIPTION: The Enterprise Applications and Cores Manager role is responsible for managing implementation, governance, and support of credit union enterprise software solutions as it relates to software project delivery and/or operational support. The manager must be able to oversee and effectively manage projects from concepts to production and have the capacity to work with and influence diverse functional lines of business and technology groups. This includes the assignment and coordination of team activities when working with respective application vendors for software enhancements, updates, defect remediation, and troubleshooting. Responsibilities include roadmap planning, acting as a subject matter expert for multiple enterprise-wide software solutions, and ensuring all supported software applications are current and meet the requirements for any compliance or regulatory changes. An advanced understanding of the Credit Union's enterprise-wide software solutions is required. TASKS, DUTIES, FUNCTIONS: Responsible for the overall development life cycle and operational support of managed enterprise software solutions. Oversee all aspects of software application installations, upgrades, and configuration of software as it pertains to project and operational support. Lead and manage a team of technical business analysts subject matter experts to support all development, project activities, and operational support for managed enterprise software solutions. Manage, develop, motivate, coach, and train a team responsible for supporting the Credit Union's enterprise software applications. Evaluate employees and complete performance reviews and responsible for career management for direct reports. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values. Work with product managers, business relationship managers, vendors, and key stakeholders in developing a strategy and road map for managed software applications that helps the business succeed in achieving their goals. Translate business requirements into technical solutions, recommend alternative technical and business approaches, and lead development efforts to meet aggressive timelines with optimal solutions. Provide project management for assigned deliveries including prioritization, planning of projects and features, Stakeholder management and tracking of external commitments. Instill best practices for software development and documentation, assure designs meet requirements, and deliver high-quality work on tight schedules. Maintain accurate written and electronic records for all managed applications including versions, database structures, and information systems that are withing scope of management responsibility for IT. Ensure proper quality assurance processes are completed as it relates to delivery of software enhancements. Identify and mitigate risks to the availability of applications and proactively address and resolve issues before they impact service levels. This requires working closely with our Network Operations Center (NOC) and knowledge of our production monitoring tools. Troubleshoot and resolve problems with business application software 24x7x365. Provide oversight and effectively manage vendor partner relationships for enterprise software applications by conducting vendor quarterly business reviews, monitoring service level agreement adherence, providing vendor support metrics, and facilitating/attending regular vendor partner meetings to promote relationship efficiencies. Responsible for ensuring the Change Implementation Management policies are adhered to for all software changes deployed to production systems as defined by the Change Management corporate policy. Monitor project progress and remove roadblocks to ensure upgrades and projects are delivered on time. Identify opportunities and assist to improve software development tools for project management, source control, and other development tools. Manage technical resources, both internal and vendor-provided, within budget and software delivery schedules. Keep abreast of new software technologies, as well as conforming to best practices in information security. Ensure all applications and systems meet or exceed the defined credit union standards for security and availability. Participate and provide employee oversite for on-call support during off hours, holidays, and weekends. Maintain a current awareness of industry best practices for security, standards and quality and incorporate them into the staff activities. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Performs other related duties as assigned. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Advanced oral and written communication skills required to interact or complete technical analysis with Credit Union staff, management, or vendor partners. Effective analytical skills required to prepare recommendations, perform analysis, and accomplish other functions as listed. Strong adaption skills contributing to an environment that promotes and enables change to facilitate improved ways of working. Understanding of Agile based development practices. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, printer, facsimile machine, and telephone. Must have the ability to work on own initiative. Ability to multitask, work under pressure and tight deadlines; may be required to work extended hours to complete tasks, respond to system production issues, or complete project deliverables. Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed technical process flows and the development of operational performance and quality metric standards and reports. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of staff and management. EXTERNAL: Vendors, suppliers, government agencies, other industry associations and peers at other financial institutions QUALIFICATIONS: EDUCATION: Bachelor's degree preferred in Computer Science or Information Systems. Equivalent work experience may be considered in lieu of a 4-year degree. Agile certifications preferred. EXPERIENCE: Seven years or more experience in financial or health services, including technical business analysis, application management and/or project management, product development and process improvement preferred. Minimum of four years of experience leading and supervising a team directly, preferably within a financial institution. Experience working in an Agile environment or Azure eco system (DevOps) strongly desired. KNOWLEDGE/SKILLS: Knowledge of commonly used financial industry concepts, practices, and guidelines. Knowledge of existing Credit Union products, services, and overall operational guidelines, especially as it relates to various delivery channels. Advanced oral communication, presentation, and technical writing skills. Strong research, technical analysis, planning and organizational skills. Ability to use logical reasoning when interpreting facts. Experience with small to large enterprise software systems, as well as the ability to learn new systems quickly. Ability to analyze and document complex technical business processes. Ability to make observations, examinations, evaluations, and recommendations. Experience leading projects and directing team members to implement system upgrades and enhancements. Strong PC skills. PHYSICAL REQUIREMENTS: Carry and respond to a cell phone 7 days a week. May need to diagnose problems from home, occasionally may need to travel to site to correct problem either by car or public conveyance. Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 20 lbs. as may be required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Occasional travel may be required locally, statewide, and throughout the United States to attend seminars and vendor group meetings. Overnight travel and evening schedules included. Occasionally required to change work hours or work long hours including working on weekends to accomplish tasks. LICENSES/CERTIFICATIONS: None #LI-Hybrid THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV.8/7/2025

TITLE: SUP - CARD INVESTIGATIONSSTATUS: EXEMPTREPORTS TO: MGR - CARD INVESTIGATIONSDEPARTMENT: CARD INVESTIGATIONSJOB CODE: 5006 PAY RANGE: $70,400.00 - $90,000.00 ANNUALLY GENERAL DESCRIPTION: Directs and manages the Card Investigations team responsible for preventing, responding, and detecting fraudulent activity on the credit union's card and Zelle dispute portfolio. When fraud is identified, claims are filed to support and protect the member's financial assets. Quickly responds to mitigate and prevent any potential fraud losses or negative member impact. Communicates, interacts, and provides assistance to senior management, members, and branch/department personnel ensuring compliance to regulations, standards and procedures. Supervises staff performance and functions, to ensure accurate, timely, and efficient work flow, timely and accurate resolution of all claims and informational reporting to monitor trends and activity. Includes all Zelle, credit, debit and ATM card claims. TASKS, DUTIES, FUNCTIONS: Ensure the development of Card Investigations team members to maintain optimum performance of job duties. Train, supervise, and evaluate the Card Investigations staff. Assist the manager of Card Investigations in planning, organizing, and controlling the daily department operations. Identify and implement process improvements to increase efficiencies, reduce costs, and improve overall service levels based on established best practices, to identify and address risks. Document and distribute updated and new procedures. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including CFPB regulations Regulation E and Regulation Z. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Analyze, maintain, and process investigative case load of complex fraud cases leading to the successful deterrence/avoidance of losses to the credit union and prosecution of perpetrators including field visits, surveillances or other investigative techniques as practiced in the industry. Monitor and maintain control of department work flow, including but not limited to: quality control, GL reconciliation, fraud control, dispute resolution, research, record retention, statistical and data reports for management, budget control, product, equipment, and inventory expense. Identify, investigate, resolve, and respond to cardholder/member concerns via phone, e-mail, and/or written correspondence. Maintain current working knowledge of established Zelle, credit/debit card and credit union rules, regulations, policies, and practices. Ensure departmental compliance with established security and internal audit controls. Serve as administrator for VISA and Mastercard systems. Assist the Card Investigations Program Administrator in managing and reporting system outages, tickets, UAT testing and updates. Administer the systems user training and system updates. Recommends enhancements to the software as needed. Perform liaison functions with external contacts, processors, vendors, and associated organizations. Work directly with the System Admin to provide the necessary requirements for data tracking of system performance, employee production and overall health of the Card Investigation program. Test and validate system enhancements. In the event of extreme volumes, the Supervisor supports departmental functions as an overflow resource. This includes processing claims and assisting with other supportive like functions to remain compliant and maintain acceptable levels of service. Other duties as assigned. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required for interaction with members, staff, and contacts Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Branch management and staff, Centralized Lending, Accounting, Member Services, Member Care, Records, Card Operations, Compliance, and Auditing. EXTERNAL: Members, Merchants, Acquirers, Issuers, Association, Vendors, and Processors. QUALIFICATIONS: EDUCATION: Successful completion of a high school curriculum is required. Associates degree in Criminal Justice, Business, or comparable discipline or equivalent work experience is preferred. EXPERIENCE: 5 years of financial institution experience with at least 3 years processing or investigating multiple types of fraud. 2 years of Real Time Payments or Credit/Debit card fraud claims and disputes. Previous Supervisory/Management experience preferred. KNOWLEDGE/SKILLS: Strong oral and written communication skills, including presenting to groups High level of dependability, self-motivation, and sense of urgency to meet deadlines Demonstrated ability to working a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities Knowledge of institution operations, policies, and procedures Ability to lead a team for projects Enthusiasm and interest in card fraud and related services Strong sense of ethics and professionalism Knowledge of automated data base programs, ten key, facsimile machine, personal computer and related software, electronic banking equipment, and member relation skills Ability to positively communicate suggested solutions and alternate outcomes Ability to multi-task effectively and meet established deadlines. Ability to work with a high degree of independence and use sound judgment Ability to keep and maintain confidential information PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with frequent mobility throughout the department to assist staff, attend meetings, and accomplish other responsibilities Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Occasional travel (same day or overnight) by car or other public conveyance. Occasional long work hours may be required to accomplish tasks. Occasionally required changing work schedule to alternate shifts to cover staff shortages and/or high volume periods based on business needs. LICENSES/CERTIFICATIONS: THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 01/14/2026

TITLE: CARD INVESTIGATIONS PROGRAM ADMINISTRATORSTATUS: EXEMPTREPORTS TO: MGR - CARD INVESTIGATIONSDEPARTMENT: CARD INVESTIGATIONSJOB CODE: 11118 PAY RANGE: $70,400.00 - $85,000.00 ANNUALLY GENERAL DESCRIPTION: Supports the Manager, Card Investigations and the Director of Fraud Services with the development, implementation, and management of assigned projects including, but not limited to new products and product enhancements, system/report enhancements, and promotions. Is a Credit Union subject matter expert on most card investigation related items and dispute system configurations and management. Collaborates with various professionals throughout the organization such as IT programming, Risk and Compliance, Card Operations, and the Project Management Office to provide criteria, direction, and background of initiatives. Keep Card Investigations team informed of all Visa and Regulatory changes that effect their position. TASKS, DUTIES, FUNCTIONS: Responsible for maintaining all Card Investigations-related service levels and regulatory requirements are met. This includes providing management updates on internal service levels, KPIs, QA scores and overall health of Card Investigations program. Assist with defining the project scope and objectives for Card Investigations-initiated projects, and promotions and develops detailed work plans, schedules, project estimates, resource plans and status reports, in order to meet the Credit Unions current and future strategic initiatives for Card Investigations, operating expenses, and compliance. Complete research, analysis, and recommendations on system enhancements to improve existing workflows and system navigation. Maintains a thorough understanding of state and federal and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Document project activities, follow-up and resolve problem situations, update management on progress and problem situations. Make recommendations to management based on research and analysis results. Participates in project meetings and is responsible for project tracking and analysis for Card Investigations-initiated projects. Responsible for daily system administration tasks that include assigning security permissions, add & modify users, and other related tasks for Visa Online, Dispute System, Case Management, Client Central, Single Point Corrections, and Springboard. Auditing of the current user report for shell additions and/or change. Assist with testing and validation system enhancements. Create/update departmental procedures and assist Retail admin with Branch and Contact Center procedures, FAQ, weekly updates/reminders related to Card Investigations. Assist with RFP responses. Provide cost benefit analysis and proposed responses to various RFP concerns. Perform liaison functions with external contacts, processors, vendors, and associated organizations. Responsible for vendor management and service levels. Assume related responsibilities as required. Interface with programmers on card services initiatives; giving direction on requirements, testing and implementation. Back-up and work in conjunction with the teams Senior Specialist to help assist and lead technicians and Specialist with training and coaching and development opportunities. Lead department project using the project management program in place of a corporate manager. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. Must work independently with minimal direction and exhibit own initiative. Effective project management skills are required to manage the implementation of projects, prepare recommendations, perform analysis, and to accomplish other project management functions as listed. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of staff, IT programmers, Project Management Office, Senior Managers. EXTERNAL: Vendors, suppliers and other financial institutions. QUALIFICATIONS: EDUCATION: Bachelor's degree in Business, Finance or related field or equivalent work experience. EXPERIENCE: 2 or more year's project management or project management support and experience in a card services environment and processing platforms preferred. Exposure to process development/improvement methodologies. KNOWLEDGE/SKILLS: Keeps abreast of established Card Investigations and Credit Union rules, regulations, policies, and practices. Strong personal computer skills Independent work methods Oral and written communication and numerical skills. Ability to read, analyze, and formulate business processes. Must be able to apply analytical skills and processes to problem solving in assigned projects Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to formulate ideas and recommendations both orally and in writing for presentation to management. Experience with Credit Card systems and software. Experience with MS Project Software desired. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Unusually long work hours may be required to accomplish assigned tasks. Occasional local and statewide travel by car or public conveyance LICENSES/CERTIFICATIONS: None THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 01/14/2026

Job Description The position of Lending Call Center Specialist I is established to provide prompt, professional and accurate information, by accepting and processing routine loan requests/applications in a Call Center environment. The position requires the cross-selling of Credit Union products and services to meet members' needs and increase member satisfaction as well as to maintain quality service standards set by the organization. Minimum Qualifications (Education, Experience, Skills) High School diploma or equivalent. Successful completion of the Credit Union's Real Estate Certification Training Program once hired into the position. One year of Financial Institution customer service experience required. 6 months of consumer or real estate experience preferred. Strong organization skills, ability to balance competing priorities, provide thorough follow up within established time frames, and work with a sense of urgency. Ability to work in a team environment. Possess effective verbal and written communication skills. Possess superior customer service skills, with high level of integrity. Demonstrated sales ability. Sales techniques and thorough knowledge of and a willingness to actively promote Credit Union products and services. Essential Duties and Responsibilities Promptly answer all incoming calls through phone queue in a polite and professional manner; determine nature of caller's business, determine eligibility for memberships, process members' requests working with appropriate personnel in order to satisfactorily service the call and/or complete the loan process within established service level. Meet established sales, production, efficiency and quality departmental metrics consistently. Keep abreast of all regulatory requirements for establishing new loan applications. Quote real estate rates and programs; pre-qualify member, process real estate loan applications, and provide any necessary follow-up as required. Quote consumer loan rates and programs; pre-qualify member, process consumer lending applications and provide any necessary follow-up as required. Provide borrowers with status on applications. Interview members via the telephone to determine their financial needs and assist in selecting appropriate loan programs, account types and services best suited to their needs. Process and follow-up on Real Estate and Consumer Loan application leads. Contact member within 24 hours of assignment. Ongoing development of industry knowledge and workflow processes; be proficient in troubleshooting and solving problems at each step of the application process. Provide support through Live Chat with members. Provide Help Desk support for team member inquiries. Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures. Other Duties and Responsibilities May participate in the training of other staff members in product knowledge and basic methods of originations and cross-selling. Perform other duties as assigned. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate. Monday - Thursday: 8:00 AM/5:00 PM Friday: 8:00 AM/6:00 PM Saturday: 8:30 AM/5:00PM (Rotating) Sunday: OFF Full Time - 40 hours a week

TITLE: INVESTIGATOR IISTATUS: NON-EXEMPTREPORTS TO: FRAUD PREVENTION AND RISK INVESTIGATIONS MANAGERDEPARTMENT: FRAUD PREVENTION AND RISK INVESTIGATIONSJOB CODE: 11452 PAY RANGE: $33.86 - $37.00 HOURLY GENERAL DESCRIPTION: The Investigator II is an experienced level position within the Fraud department. Responsible for detecting, reviewing, and reporting potential suspicious activities filtered by various AML systems. As an Investigator II, you will investigate external inquiries via law enforcement request, internal investigations for other groups (fraudulent instruments and inquiries), and other related transactional activity. Supports leadership and the investigations team in maintaining compliance with Golden 1 Credit Union's fraud prevention program. Assist with training and coaching of new and existing employees across various business lines and execute special investigations. TASKS, DUTIES, FUNCTIONS: Utilizes knowledge of credit union systems, processes, and contacts as resources for conducting investigations. Develops a plan of action and gathers, analyzes, and compiles evidence for multiple case assignments. Prepares case documentation and writes a complete final summary report of investigation. Investigate and respond to check fraud claims as received by members and/or other financial institutions. Investigate suspicious activity cases generated by the internal automated AML/BSA monitoring system or Unusual Activity Referrals reported by branch personnel and other lines of business. Review cases assigned for closure to ensure Verafin case has proper coding, and all steps are taken prior to closing account in DSUI. Assesses internal controls and procedures associated with assigned cases, identifying control breakdowns and makes recommendations to prevent future losses. Assists with determining new procedures to prevent, detect, and investigate fraudulent activity. Reviews fraud data to ensure accuracy for reporting and audit purposes. Assist with computer crime investigations and investigate breaches of information security policies as requested. Prepares recommendations as to whether a member's transactional activity is fraudulent and thereby requiring a BSA UAR referral. The recommendation will be based on an analytical assessment of internal and external data sources, internet, and other sources to provide the rationale for recommended courses of action. Reviews individuals' and entities' accounts reported in a police report utilizing different management systems to determine if other suspicious activity noted in the accounts should be reported. Prepares police report and/or BSA UAR referral if necessary. Performs red flag alert reviews on account activity for submitted fraud closures, determines if the previously reported fraudulent activity has continued or ceased. Files supplemental police report if additional suspicious activity is identified and works with BSA SAR Investigator on continued 90-day fraud referrals. Assist with auditing Investigator I BSA narratives prior to submitting to BSA department. Maintains current information on various systems as well as required files and documentation. Ensures records are complete and available for review and audit as needed. Complies with regulatory requirements, security, and applicable policies and identifies control and procedural issues. Serves as resource to branches/departments inquiries related to financial investigations questions to provide best information possible regarding fraud to better serve the members and the Credit Union's interest. Assists with the timely completion and investigation of assigned 314(b) requests. Completes annual BSA/AML/OFAC training requirements and keeps current with Money Laundering and Terrorist Financing trends. Provides support, guidance, and training of new staff and serves as the quality control reviewer for alerts, cases, and BSA UAR referrals. Assists in collecting documentation for examiners, auditors, law enforcement, and governmental agencies regarding fraudulent activity and BSA/AML monitoring records. Participates in moderate to complex project initiatives as the primary subject matter expert. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Assists and identifies other investigative efforts within the department, including creating and working moderately complex cases. Understand CTR filing requirements and be able to answer basic questions. Assists with the training of new staff and acts as a resource for all team members regarding a variety of loss prevention and fraud scenarios. Assists in development and facilitation of fraud prevention and awareness for all branch and HQ staff as applicable. Maintain accurate tracking of work performed, which will be used in department performance measurements. Prepare police reports for all losses over the established thresholds or established behaviors outlined in department procedures. Work with law enforcement as required, providing updates or additional information as needed. Responds to law enforcement agencies and financial institutions requesting documentation and/or images to support investigations involving credit union losses. Perform other duties as assigned. Perform other duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Effective oral and written communication skills required to assist other staff, constructively follow-up on member inquiries, communicate clearly with management, and perform other related tasks. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All business units and departments as needed. EXTERNAL: Federal, state, and local law enforcement, vendors and business partners, and industry peers as needed. QUALIFICATIONS: EDUCATION: Bachelor's degree or combination of experience and education. EXPERIENCE: Minimum of 5-6 years of financial institution or law enforcement experience and Fraud, AML, or card fraud experience. KNOWLEDGE / SKILLS: Ability to effectively communicate with internal and external contacts. Knowledge of Credit Union products, services, policies & procedures. Operating knowledge of Visa regulations, AML/BSA, OFAC and Federal/State Regulations. Good organizational skills, including the ability to prioritize daily activities and multi-task to complete assignments. Strong attention to detail in working and investigating files with emphasis on deadlines. Effective oral and written communication skills. Basic Excel skills Knowledge to operate facsimile machine, ten key, microfiche, electronic banking equipment, basic PC knowledge of Windows environment, and office filing logic. Must be self-motivated and capable of working both independently as well as in a team environment. Must be aware of high-risk activities to ensure regulatory compliance with check fraud regulations and Reg. E, Customer Identification Program (CIP), Customer Due Diligence/Enhanced Due Diligence, 314(b) Information Sharing requests, OFAC, and all investigations pertaining to potential fraud schemes or cybercrime. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES / CERTIFICATIONS: None required with a goal of attaining at least one of the following certifications or equivalent: Professional Certified Investigator (PCI), Certified Fraud Investigator (CFI), Certified Financial Crimes Investigator (CFCI), Certified Credit Union Compliance Expert (CUCE), Certified Fraud Examiner (CFE), Bank Secrecy Act Compliance Specialist (BSACS) as well as, or Certified Anti-Money Laundering Specialist (CAMS). REV. 1/24/2025

TITLE: SR PRODUCT MARKETING MANAGER STATUS: EXEMPTREPORT TO: DIRECTOR - GO-TO-MARKET PRODUCT MARKETINGDEPARTMENT: MARTECHJOB CODE: 11492 PAY SCALE: $113,500.00 - $130,000.00 ANNUALLY GENERAL DESCRIPTION: The Senior Product Marketing Manager, leads and manages go-to-market strategies for a product portfolio and works collaboratively with Product and cross-functional teams to ensure achievement of growth objectives. Go-to-Market strategies include digital and traditional marketing initiatives, leveraging marketing technology tools. This role works closely with business units and leads cross-functional teams to achieve objectives. The Senior Product Marketing Manager manages digital and traditional channels, technologies, content, and data to reach and engage target audiences, ensuring a cohesive brand experience. TASKS, DUTIES, FUNCTIONS: Lead, develop and execute integrated, full-funnel, multi-channel, go-to-market strategies, and campaigns leveraging new digital marketing technologies across website, email, mobile, social media, paid digital, SEO, content marketing, online and banking platforms. Anticipate market trends, customer needs and the required marketing strategy to grow the portfolio and achieve key KPIs. Understand and utilize insights to inform product positioning and messaging, driving consistency about how we position our products. Leverage customer insights, behavioral data and segmentation to design life cycle, event trigger and loyalty programs. Foster member engagement and increase wallet share through personalized automated member journeys and offers. Develop data-driven automated, personalized campaigns across channels. Lead collaboration with Product and vertical teams to deliver optimal results tied to our company growth goals. Build and maintain relationships with external partners, agencies, vendors, and platforms that support the companies digital marketing efforts. Define and monitor campaign KPIs to measure the effectiveness of go-to-market efforts, adjusting strategies as needed to optimize results. Own and maintain a product portfolio campaign roadmap and strategic briefs. Report on effectiveness of marketing efforts to leadership. Foster a culture of collaboration, service excellence and innovation. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Strong oral and written communication skills required to interact or complete technical analysis with Credit Union staff, management, or vendor partners. Strong adaption skills contributing to an environment that promotes and enables change to facilitate improved ways of working. Understanding of Agile based development practices. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, printer, facsimile machine, and telephone. Makes sound decisions in the absence of detailed instructions. Ability to multitask, work under pressure and tight deadlines; may be required to work extended hours to complete tasks or respond to system production issues. Develop, document, and maintain operational policies and procedures, including the designing and documenting detailed technical process flows, and the development of operational performance and quality metric standards and reports. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All Credit Union Staff EXTERNAL: Vendors, suppliers, government agencies, other industry associations and peers at other financial institutions. QUALIFICATIONS: EDUCATION: Bachelor's degree in marketing, MBA preferred. EXPERIENCE: Experience driving product marketing, including go-to-market ownership for product portfolios. Min of 8+ years' experience in product focused marketing with strong experience leading digital marketing tactics and strategies. Experience using data and metrics to drive improvements. 8+ years of experience leading, building and executing and scaling-cross functional marketing strategies. Ability to collaborate with ownership and accountability. Industry experience and knowledge of the financial industry. A rigorous and logical way of thinking, strong communication and presentation skills Experience developing data-driven automated personalization campaigns. KNOWLEDGE/SKILLS: Critical thinking, strategic development, plan development, program/campaign development, and ROI analysis. Computer literate with proficiency in MS Word, MS Excel, MS PowerPoint, MS Outlook, and ability to learn new software programs. Accurate timeline, project, and budget management skills. Excellent organizational skills with ability to communicate, both written and verbal with people at all levels of an organization. Knowledge of digital marketing. Deadline driven with strong sense of urgency and commitment to productivity. Proven ability to manage multiple types of tasks and projects while working independently. Strong attention to detail with ability to proofread and ensure quality output of final product. Self-starter who proactively seeks solutions and is responsive to change and open to feedback. Vendor and outsourced resource management. Marketing Automation System experience a plus. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 20 lbs. as may be required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Occasional travel may be required locally, statewide, and throughout the United States to attend seminars and vendor group meetings. Overnight travel and evening schedules included. Occasionally long work hours may be required to accomplish tasks. LICENSES/CERTIFICATIONS: None THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 2/29/2024

Job Description The position of Technical Support Specialist II is established to provide second level PC and application support to both branches and administrative staff. In addition, the position is responsible for application installation and upgrades, remote PC management, VOIP handset configuration, and some network and server administration. This position works closely with the level 1 Help Desk staff as well as other IT departments for problem resolution. It is responsible for maintaining service level agreements set by the organization for IT problem resolution. Minimum Qualifications (Education, Experience, Skills): Associates degree or equivalent work experience. A+, MCP, Network+, Security+, or equivalent certification required. A Bachelor's degree in Computer Science or a related discipline may be considered in lieu of the certifications. 3 years' experience in heterogeneous network environment. Proven experience with Windows desktops and servers, Active Directory Administration, Exchange, MS Office, and Visio. Prior experience with service desk ticketing systems required. Professional and effective interaction, verbal and written communication skills. Demonstrated ability to coordinate concurrent projects and tasks, self-organize and prioritize meeting deadlines. Track record of applying critical thinking and effective problem-solving skills. Zoom and MS Teams familiarity preferred. Essential Duties and Responsibilities Provide tier-two technical support to all departments and branch offices. Troubleshoot computer hardware and software. Setup and configure new PCs, printers, network hardware, etc. Install and configure software applications utilizing endpoint management solution. (Experience with KACE a plus). Active Directory administration, management and monitoring. Assist with installation of network equipment at branches and remote locations. Establish documentation of software installation and configuration. Work with vendors to obtain quotes and make purchases as requested. Routine inventory/license control. Telecom duties including system administration tasks such as activating phones, setting up users and agents, configuring queues and extensions, and monitoring performance. Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures. Other Duties & Responsibilities Perform special projects as assigned. On Call duties as needed. Routine travel. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate. Monday-Friday: 8:30am-5:30pm Saturday: OFF Sunday: OFF Full Time - 40 hours a week

TITLE: BUSINESS CONTINUITY PROGRAM MANAGER STATUS: EXEMPT REPORT TO: MGR-IT-GOV RISK AND COMPLIANCE DEPARTMENT: IT - GRC PAY RANGE: $112,200.00 - $125,000.00 ANNUALLY GENERAL DESCRIPTION: The Business Continuity Program Manager is responsible for developing, implementing, and maintaining the credit union's Business Continuity and Disaster Recovery (BC/DR) program. This role ensures organizational resilience by preparing for, responding to, and recovering from disruptive events, safeguarding member services, and meeting regulatory requirements. This role serves as the subject matter expert for the overall management of business continuity across all internal departments and third-party relationships. TASKS, DUTIES, FUNCTIONS: Program Development & Governance Design and maintain the Business Continuity Management (BCM) framework aligned with industry standards (e.g., ISO 22301, FFIEC guidelines, NCUA regulations). Establish policies, standards, procedures, and governance for continuity planning across all business units and third-party relationships. Risk Assessment & Impact Analysis Conduct Business Impact Analysis (BIA) and risk assessments to identify critical processes and dependencies. Collaborate with internal and external stakeholders to prioritize recovery strategies and define Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO). Develop action plans to mitigate risks identified through impact analysis, assessments, industry intelligence and best practices. Plan Development & Maintenance Develop and update business continuity and disaster recovery plans through collaboration with all departments and third parties inclusive of various disruption scenarios. Ensure integration with IT Disaster Recovery plans and cybersecurity incident response strategies. Maintain enterprise inventories of critical processes, applications, facilities and third-party relationships Testing & Training Coordinate regular BC/DR exercises, tabletop drills, and failover tests with internal departments and external partners. Lead post-exercise reviews, document successes, lessons learned and corrective actions for improving the program. Provide training and awareness programs for staff to ensure readiness and compliance. Regulatory Compliance & Reporting Ensure compliance with NCUA, FFIEC, and other applicable regulations. Prepare reports and documentation for audits, regulators, and senior leadership. Support internal and external audits, regulatory exams and risk assessments related to business continuity. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: 1. Effective oral and written communication skills required to interpret, resolve, and document business or technical. 2. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. 3. Must be able to prioritize work in a manner that maintains deliverable targets. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 1. INTERNAL: All levels of staff and management. 2. EXTERNAL: Vendors, Regulators, Auditors QUALIFICATIONS: EDUCATION: Bachelor's degree in Business, Risk Management, Information Technology, or related field. EXPERIENCE: 7+ years in business continuity, disaster recovery, or risk management roles. Experience in financial services or credit union industry preferred. 3. KNOWLEDGE / SKILLS: Strong knowledge of BCM frameworks and regulatory requirements. Excellent communication, facilitation, and stakeholder engagement skills. Strong problem-solving and analytical skills. Ability to work effectively in a collaborative, agile, and fast-paced environment. Ability to lead and influence teams without direct authority or reporting relationships A proactive and self-motivated approach to work with a strong desire to improve processes and outcomes. PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday to accomplish tasks. 2. Availability for emergencies and on call duty 24 hours a day, 7 days a week, as needed. 3. Occasional travel may be required. 4. Hearing within normal range. 5. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. 6. May work additional work hours to accomplish tasks. LICENSES / CERTIFICATIONS: CBCP (Certified Business Continuity Professional), MBCP (Master Business Continuity Professional), or similar preferred. THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 1/9/2026

JOB TITLE: Home Loan Processing SpecialistDEPARTMENT: Home Loan OperationsSTATUS: Non-ExemptJOB CODE: 1837 PAY RANGE: $20.00 - $24.00 Hourly GENERAL DESCRIPTION: Organize and execute processes related to equity loans. Effective pipeline management. Partner with the internal and external Home Loan Advisors to ensure accurate, efficient and timely loan processing. TASKS, DUTIES, FUNCTIONS: Coordinate and communicate information with Member, Home Loan Advisors and vendors for loan transactions. Coordinate the ordering of all title reports and follow up on appraisal orders. Review all documentation received for accuracy and determine if additional research or documentation is required. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including BSA, RESPA, TILA, TRID and AML laws appropriate to the position.. Review and calculate income, including tax returns and funds verification (assets) from documentation received in accordance with Golden 1's policies/procedures and update the LOS (Loan Origination System) accordingly. Prepare and process equity loans and lines in accordance with internal policies and procedures as well as regulations related to Equity Lending. Review and evaluate credit documentation for compliance with Golden 1's policies. Acquire and maintain knowledge of rules and regulations regarding equity lending. Complete Home Mortgage Disclosure Act (HMDA) information to include auditing information on closed out files to ensure accuracy. Maintain and respond to quality control issues. Perform functions in accordance with Golden 1's performance competency standards. Perform other tasks as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to interact with members and vendor company staff on the telephone, to produce monthly reports, and to perform other clerical functions. Must possess sufficient manual dexterity to skillfully operate standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Home Loan staff, Branch staff and various other staff at Corporate Headquarters. EXTERNAL: Title companies, appraisers, members, government agencies and various other vendors. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum is preferred. Additional work experience may be considered in lieu of a High School diploma. EXPERIENCE: Two years in a financial institution. Mortgage lending experience preferred. . KNOWLEDGE/SKILLS: Maintain knowledge of real estate industry and Golden 1's policies/procedures & guidelines. Strong oral and written communication skills Strong interpersonal skills Strong member relation skills Ability to manage high volume telephone contact Attend training provided through seminars, webinars and weekly coaching as compliance, policies/procedures, or work processes dictate. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Heavy telephone volume. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES/CERTIFICATIONS: None Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 1/9/2026

TITLE: OPERATIONS - COMMUNICATION AND CHANGE MGMNT SR ANALYST STATUS: EXEMPT REPORT TO: SRMGR - PORTFOLIO PLANNING AND EXECUTION DEPARTMENT: OPERATIONS PLANNING AND EXECUTION PAY RANGE: $83,900.00 - $95,000.00 ANNUALLY GENERAL DESCRIPTION: The Communication and Change Management Senior Analyst is responsible for effective communication and executing on change management strategies that support the successful adoption of new processes, systems, and technologies across the organization. This role partners with cross-functional teams to assess change impacts, develop communication, assist with training plans, and foster a culture of agility and continuous improvement. The Communication and Change Management Senior Analyst is a key contributor to enabling business transformation and ensuring alignment with Golden 1's strategic objectives. Overall, the role demands a collaborative partner to drive business outcomes and ensure alignment with internal and member needs. TASKS, DUTIES, FUNCTIONS: Execute change management strategies to support enterprise initiatives. Ensure effective communications methods are utilized to operationalize process, policy, regulatory and other types of business change. Conduct impact assessments to identify risks, stakeholder impacts, and readiness levels. Create and manage communication plans to ensure clear and consistent messaging throughout change efforts. Provide guidance and support to leaders and teams to build change capability and reduce resistance. Collaborate with project teams to integrate change management activities into overall project plans. Communicate training programs and materials to support employee adoption. Monitor and evaluate the effectiveness of change initiatives and adjust strategies as needed. Promote change readiness and a culture of continuous improvement across the organization. Partner with internal stakeholders to identify and address barriers to change and develop mitigation strategies. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Strong analytical and quantitative skills to interpret data and develop forecasts. Excellent communication skills to present findings and influence decision-making. Manual dexterity to operate standard office equipment including computers, copiers, and telephones. Ability to work independently and manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Office ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of staff and management, including Senior Management. EXTERNAL: Members, vendors, suppliers, government agencies, credit union industry associations and peers at other financial institutions. QUALIFICATIONS: Bachelor's degree in business administration, Operations Management, or related field is required. Additional experience in lieu of degree may be considered. EXPERIENCE: Minimum of 5 or more years of experience in communication, change management, or operations analysis. Experience in a financial institution or service-oriented environment is preferred. KNOWLEDGE / SKILLS: Strong understanding of change management practices and effective communication optimization strategies. Excellent communication and interpersonal skills with the ability to influence at all levels. Ability to translate complex data into actionable insights. Strong collaboration and relationship-building skills across departments. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision and hearing within normal range. Ability to lift up to 20 lbs. as needed. Occasional movement throughout the department to interact with staff. May require extended hours or travel to support planning initiatives and attend meetings or training. LICENSES / CERTIFICATIONS: Project Management Professional (PMP) certification is a plus. THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

TITLE: BUSINESS ACCOUNT AND LOAN SERVICING REPRESENTATIVESTATUS: NON-EXEMPTREPORTS TO: SUP - BUSINESS ACCOUNT AND LOAN SERVICINGDEPARTMENT: BUSINESS MEMBER SUPPORTJOB CODE: 11737 PAY RANGE: $25.02 - $26.50 HOURLY GENERAL DESCRIPTION: The role of a Business Account and Loan Servicing Representative requires a dynamic and driven individual with a strong commitment to service excellence. This individual excels in delivering outstanding service, employing effective call handling methods to ensure a positive and memorable member experience. As a Business Account and Loan Servicing Representative, they hold a vital position in strengthening the Business Member Support department. Their responsibilities are to be primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. Additionally, collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members. TASKS, DUTIES, FUNCTIONS: Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment. Resolve business member issues relating to online banking, business deposit products, business lending products and money movement services products. Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures. Engage in conversations centered around business member's needs, specifically focusing on credit, deposit, and servings process needs of the member assist in growing their business. Initiates contact with new members within 2 days of their membership initiation and conducts a follow-up after 2 weeks. Modifying or setting up ACH forms for Commercial Real Estate (CRE), loans, and credit cards. Assist with all requests submitted through the Business Account and Loan Servicing Phone Queues, email boxes, and faxes. Demonstrates advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance. Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values. Effectively navigates software applications and simultaneously works on multiple screens while resolving member concerns. Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position. Handles general inquiries and questions from members by demonstrating understanding of member needs, concerns and/or frustrations. Responding by demonstrating care, concern, and an appropriate sense of urgency. Perform multiple internal queues and maintain service levels and regulatory requirements. Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success. Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues effectively. Empathize, clear communication, and provide tailored solutions to ensure member satisfaction and loyalty. Educates members about our products to foster loyalty and retention. Identifies opportunities to assist members with Golden 1 product or service offerings and diligently documents interactions in the internal ticketing system. Perform routine tasks such as handling inquiries, resolving problems, and maintaining a high-quality customer experience within the bounds of work guidelines, policies, and regulations. Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business. Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented. Productively works to improve the standard way of doing things, anticipating issues to prevent problems before they occur. Perform general account maintenance, which may include payment corrections. Perform post funding services, such as payoff requests and prepayment penalty calculations. Process loan payoffs, demands, and requests for reconveyance. Field inbound calls and member inquires. Must be able to perform amortizations of Commercial Loans. Meet production deadlines daily while cognizant with quality and quantity in a fast- paced environment. Must demonstrate functional knowledge of all compliance courses annually and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies. Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals. Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals. Perform additional duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Effective oral and written communication skills required to interact with staff and members to perform follow-up on research requests, inquiries, and concerns. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment such as a personal computer, facsimile machine, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics. EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, e-mail and telephone. QUALIFICATIONS: EDUCATION: Bachelor's degree or equivalent work or educational experience in servicing business and commercial loans preferred. EXPERIENCE: Minimum two years of experience with Business Account and Loan Products including Commercial Real Estate and Commercial and Industrial, Business Loan Servicing/Processing/Documentation and Business account servicing required. KNOWLEDGE / SKILLS: Excellent PC skills, with the ability to learn and train in new software. Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts. Solid understanding of Commercial Loan Products Familiarity of business products, services and compliance requirements required. Excellent organizational, time management and communication (verbal and written) skills. Shares knowledge freely to help others succeed. Fully participates in meetings, proactively bringing forward relevant information, ideas and potential solutions. Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving. Positively adapts to changes in Golden 1 and/or changes in own role and helps others to do the same. Ability to manage multiple tasks and demands, to work independently and as a team member, and to meet deadlines and effectively adjust to changing priorities. Reliable work attendance Full-time hours required, with additional hours as necessary including weekends. Basic knowledge of the following systems: Microsoft Office (Word, Excel and Outlook), eFunds, Verafin, Q2, DNA, OFAC, EnAct, ServiceNow, ECM, Fiserv, SpendTrack, Interaction Desktop, Quavo, Docusign, Datasafe, NitroPro, SharePoint PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within normal range. LICENSES / CERTIFICATIONS: None THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 3/20/2025

TITLE: PROJECT MANAGER - MSCCSTATUS: EXEMPTREPORTS TO: DIRECTOR - MSCCDEPARTMENT: MEMBER SERVICE CONTACT CENTERJOB CODE: 11599 PAY RANGE: $77,500.00 - $90,000.00 ANNUALLY GENERAL DESCRIPTION: At Golden 1, we take pride in continuous evolution. We're searching for a highly qualified project manager to help us maintain our position as an innovative authority within the MSCC. The ideal candidate will have strong skills in developing and overseeing work plans. The project manager will also prepare and present updates regularly to relevant management channels, ensuring that our goal of innovation is being achieved. The Project Manager will be responsible for leading projects from the stage of defining requirements to deployment. This includes identifying project schedules, scopes, budget estimates, and implementation plans, along with risk mitigation strategies. The Project Manager will coordinate both internal and external resources to ensure that projects stay within the defined scope, schedule, and budget. They will also monitor the project status and make necessary adjustments to the scope, schedule, or budget to ensure project requirements are met. They will establish and maintain relationships with relevant stakeholders and stay updated with all changes in MSCC to ensure consistency. They will have a deep understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws, as appropriate for the position. The Project Manager will also work to create a positive and engaging work environment by promoting skill development, coaching for improvement and growth, inspiring others through their actions and words, ensuring positive employee morale throughout Golden 1, and embodying the company's mission, vision, and core values. TASKS, DUTIES, FUNCTIONS: Perform the following job duties and responsibilities in accordance with corporate policy and procedures, within established timeframes: The Project Manager will own all departmental projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation. Coordinate internal and external resources to ensure that projects adhere to scope, schedule, and budget. Analyze project status and, when necessary, revise the scope, schedule, or budget to ensure that project requirements can be met. Establish and maintain relationships with relevant stakeholders, providing day-to-day contact on project status and changes. Update procedures in response to changes in operational activities or technological upgrades. Ensure compliance with applicable standards, rules, regulations, and systems of internal control. Develop reports for executive management and the board of directors. Develop and Recommend Internal Controls or process improvements. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Foster a positive and engaging work environment by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations. Model Golden 1 core values Integrity, Reliability, Inclusion and Service Excellence. Establish and maintain processes for managing scope during the project lifecycle, setting quality and performance standards and assessing risks. Develop and maintain partnerships with third-party resources, including vendors and researchers. Assign and monitor resources to ensure project efficiency and maximize deliverables. Report project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to project work plan. Identify organizational needs for new software or technology that will help with efficiency and/or performance. Must be subject matter expert on Golden 1 Procedures and Knowledge base. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Effective oral and written communication skills required to train and evaluate staff. Excel in operating in a fast environment. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. Demonstrated ability to analyze work processes and drive changes, while meeting deliverable schedules in fast paced environment. Strong organizational and project management skill Flexible and willing to work in a changing environment and strong work ethic. Strong independent decision-making, organizational, planning and problem-solving skills The ability to identify areas for improvement. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of staff and management. EXTERNAL: Vendors, credit unions, and other industry related associations. QUALIFICATIONS: EDUCATION: bachelor's degree in related field or equivalent work experience EXPERIENCE: 3-5 years of project management experience AND/OR 5-7 years of Call Center experience preferably at a supervisory or above level. KNOWLEDGE / SKILLS: Functional Knowledge in the following areas: Federal Rules and Regulations as applied to credit unions; Golden 1 Products (Awareness); Golden 1 Employee Handbook. - Advanced knowledge in the following areas: Project Management; Process Improvement; Golden 1 Policies and Procedures. Working knowledge of call center systems, business processes and policies and procedures Technical: - Proficient knowledge in the following systems/applications: Microsoft Word; Microsoft Outlook- Email, Calendar, Task; Microsoft Excel - formulas, functions, macros, pivot tables and troubleshooting thereof; PDF Editing (Adobe/Nitro Pro); Web Browser (Chrome, Internet Explorer and Edge); Microsoft Access; Microsoft PowerPoint; Conference/Virtual Meetings and Communication (i.e. Zoom, Cisco WebEx). Proficient knowledge in the following systems: DataSafe; DayForce (HRIS); Concur (Invoice/Expense); Power Query; SQL. Behaviors: - Steward of the Golden 1 Brand and maintain quality standards of service excellence in all interactions. Respects and works well with people with diverse skills, styles, perspectives, and backgrounds. Contributes to an inclusive environment, where everyone is treated with courtesy, dignity and respect, regardless of perceived differences. Provides exceptional member/colleague service by showing caring, friendly, member centric support, and seeking opportunities to provide Golden Service. Communicates clearly and concisely, both in written and oral form. Constructively shares lessons learned in success or failure with others to continuously improve how work gets done. - Shares knowledge freely to help others succeed. Able to communicate insights and understanding of issues or problems in a skillful way. - Shares important information at appropriate time; Ability to escalate issues requiring additional action. Works well within team and across departments, effectively collaborating and interacting with co-workers, leaders, and members. Takes time to understand co-workers work goals and supports them in their effort to do their best work. Acknowledges and celebrates the success of others. Gives and receives honest and candid feedback in a constructive way, leverage feedback to further personal and professional development. Resolves conflicts with colleagues immediately with the utmost professionalism. Previous demonstrations of business values - Respect, Integrity, Service Excellence, Financial Stability. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES / CERTIFICATIONS: None REV. 3/26/2024

TITLE: SR BUSINESS SYSTEMS ANALYST - DIGITALSTATUS: EXEMPTREPORTS TO: MANAGER - DIGITAL DELIVERYDEPARTMENT: IT - DIGITAL PLATFORM DELIVERYJOB CODE: 11624 PAY RANGE: $102,000.00 - $110,000.00 ANNUALLY GENERAL DESCRIPTION: The Senior Business Systems Analyst role is responsible for engaging with various business units to translate complex business needs into quality software solutions and assists in the design, development, and implementation of identified solutions following Agile Software development practices. This also includes the operational support for all managed enterprise-wide software solutions. In partnership with the software vendors and business units, the senior analyst will work to maximize opportunities to use technology to improve products, services, and/or business processes. An advanced understanding of the Credit Union's enterprise-wide software solutions is required. TASKS, DUTIES, FUNCTIONS: Oversees all aspects of the Software Development Lifecycle for enterprise-wide software solutions by reviewing, analyzing, and creating detailed documentation of business unit needs, including workflow, program functions, and steps required to implement technical business processes. Drives efficient and effective joint business/IT requirements and solution discussions in addition to stakeholder review meetings. Provide high-quality analytical system solutions for key stakeholders. Proactively identifies software functional gaps and opportunities of improvement. Collaborates with product owners to create product backlog by using Agile practices. Creates user stories with relevant acceptance criteria. Leads or participates with the implementation of complex projects as technical subject matter expert from beginning to completion. Delivery Focus: 10% Training and mentoring BSA I 70% Project Support 20% Department process improvement Participate in scrum events such as daily scrums, sprint planning, backlog refinement, sprint retrospective and reviews. Supports Agile practices and leads the improvement of service. Designs, creates, and documents process flows, technical requirements list, specifications, diagrams, scenarios, mockups, and/or models for the development team using Visio, MS Word, Excel, PDF, SharePoint, and other like tools. Provide Tier 3 application support to uphold day-to-day business line operations, including the resolution of all internal tickets to a timely and successful resolution for all Enterprise-wide managed software solutions. Operations Focus: 10% Training and mentoring BSA I and BSA II 20% Tickets and operational support requests 70% Manage and support software upgrades Troubleshoots issues, assists in triage, and assesses risk and serves as escalation points for incident management. Manage administrative functions such as, but not limited to customizations of intricate forms, fields, reports and create saved searches, dashboards, workflows, role-based access management and reporting support. Effectively work to resolve complex business line application requests or reported issues through effective listening skills, positive action, information gathering and/or ticket escalation. Keep application users regularly informed on progress and resolution for all application issues reported and in alignment with internal service level agreements using clear and proactive communication. Collaborate and coordinate with third-party service providers or other internal technical teams to address software needs-based solutions and production issues with implemented resolutions and consistent follow-up. Establish and maintain strong working relationships with business line, other internal technical teams, and third-party service providers needed to improve Enterprise-wide software solutions. Participate in on-call support for critical response to after hour application impairments or major outages as needed. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Advanced oral and written communication skills required to interact or complete technical analysis with Credit Union staff, management, or vendor partners. Strong adaption skills contributing to an environment that promotes and enables change to facilitate improved ways of working. Understanding of Agile based development practices. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, printer, facsimile machine, and telephone. Makes sound decisions in the absence of detailed instructions. Ability to multitask, work under pressure and tight deadlines; may be required to work extended hours to complete tasks or respond to system production issues. Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed technical process flows, and the development of operational performance and quality metric standards and reports. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All Credit Union Staff EXTERNAL: Vendors, suppliers, government agencies, other industry associations and peers at other financial institutions. QUALIFICATIONS: EDUCATION: Minimum four-year degree in Information Technology, Project Management or Business Administration required, or 6 years of experience. Bachelor's degree in Business Administration, Accounting, Information Technology, Engineering, Management, or related field preferred with 4+ years of experience. Equivalent work experience may be considered in lieu of a 4-year degree. Agile certifications preferred. EXPERIENCE: Seven years or more experience in financial or health services, including technical business analysis, product development and process improvement. Experience working in an Agile environment or Azure eco system (DevOps) strongly desired. KNOWLEDGE / SKILLS: Knowledge of commonly used financial industry concepts, practices, and guidelines. Knowledge of existing Credit Union products, services, and overall operational guidelines, especially as it relates to various delivery channels. Excellent oral communication, presentation, and technical writing skills. Strong research, technical analysis, planning and organizational skills. Ability to use logical reasoning when interpreting facts. Experience with small to medium enterprise software systems, as well as the ability to learn new systems quickly. Ability to analyze and document technical business processes. Ability to make observations, examinations, evaluations, and recommendations. Ability to participate on projects and assist team members to implement system upgrades and enhancements. Strong PC skills. PHYSICAL REQUIREMENTS: Carry and respond to a cell phone 7 days a week. May need to diagnose problems from home, occasionally may need to travel to site to correct problem either by car or public conveyance. Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 20 lbs. as may be required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Occasional travel may be required locally, statewide, and throughout the United States to attend seminars and vendor group meetings. Overnight travel and evening schedules included. Occasionally required to change work hours or work long hours including working on weekends to accomplish tasks. LICENSES / CERTIFICATIONS: None Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 10/01/2025

JOB TITLE: Home Loan Equity Underwriter DEPARTMENT: Home Loan Operations STATUS: Non- Exempt PAY RANGE: $30.31 - $36.00 Hourly GENERAL DESCRIPTION: Responsible for the evaluation of Equity Lending loan applications to determine compliance with applicable state and federal regulations, investor guidelines and credit union standards. Review and analyze submitted loans for capacity, capital, character and condition while upholding fair lending practices. This includes ensuring that loan requests meet program and product specifications or counteroffer to a product and/or program when appropriate. Communicate decision (approval, counteroffer, suspense, denial) to applicable individuals within the department. Manage application turn time by executing credit decision according to the measurement set by department manager; meet targets. TASKS, DUTIES, FUNCTIONS: Underwrite loan files received daily. Perform thorough, in depth risk assessment; determine borrower's credit worthiness and ability for repayment. Analyze tax returns, credit, red flag and fraud detection information and related documentation to ensure compliance with agency, investor and/or credit union policy and procedures. Review and satisfy underwriting conditions inclusive of property related documentation encompassing appraisal reports, title, etc. to ensure adequate collateral along with a complete file in accordance with credit union policy while maintaining established turn times. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. Actively participate in training enhancement of department personnel. Identify training opportunities in relation to credit risk, review or trends. Organize and prioritize daily work load to ensure compliance to credit union policy, procedures and established turn-around times. Complete and accurate input in loan origination system(s) to ensure data integrity. Communicate and interact with all pertinent vendors, servicers, agencies, investors, internal and external departments and members, as applicable. Perform research, lender comparison, develop and maintain reports, assist in other areas of the department as directed by the department manager. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Management, Home Loan Operations Department staff along with credit union branches and supporting departments. EXTERNAL: Members, real estate agents, servicing agents, various state agencies, title companies, insurance companies, appraisers and other third-party vendors. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum is required. College degree or equivalent a plus. EXPERIENCE: Five years of responsible lending experience with a financial or banking institution. KNOWLEDGE/SKILLS: Current working knowledge of lending basic principles and practices. Excellent analytical and decision making skills. Proper time management skills and ability to work independently. Strong customer/ member service relations, oral and written communication skills. Typing, ten-key, personal computer skills to include internet navigation, copier and facsimile machines. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within the normal range. Hearing within normal range. A device to enhance hearing will be provided if needed. Ability to lift 20 lbs. as may be required. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. LICENSES/CERTIFICATIONS: None Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 1/9/2026

LAFCU's Collector I, under general supervision, collects delinquent accounts as assigned in a timely and effective manner. Their duties include, but not limited to, documents all communications and transactions of a material nature with members while maintaining a loss mitigation mindset ranging from collection efforts to legal liability. Performs all functions/duties of Collector in a timely and professional manner, asks manager for assistance when needed, and cross trains in other areas of Special Services as requested. Works closely with Loan Servicing to ensure occasional member disputes and proactive updates are handled timely while also ensuring precise responsiveness to inquiries from Loan Servicing on title release and credit reporting. This position is a full-time, non-exempt position and reports to the Collections Manager in the Special Services/Risk Management Department. Essential Functions & Responsibilities: Collect delinquent accounts assigned by the Department Manager in a timely and effective manner in Temenos collection queues Document all communications and transactions of a material nature with members while maintaining a loss mitigation mindset ranging from collection efforts to legal liability. Perform all functions/duties of Collector in a timely and professional manner, ask a manager for assistance when needed, and cross-train in other areas, as requested. Be knowledgeable about all loan, share, auto purchase, insurance and other services offered by the Credit Union and its subsidiary, City of Los Angeles Insurance Services (C.O.L.A.), and to market these services effectively to the members. Reconcile assigned general ledger accounts on a monthly basis. Be knowledgeable about procedures of filing small claims cases with the court and be a liaison with legal counsel on accounts approved by management for legal action. Be knowledgeable about the procedures of recommending repossession of vehicles and when to initiate foreclosure proceedings on delinquent real estate loans. Be direct liason on accounts within your repossession queues and the repo agency. Skip tracing and vehicle recovery skills a must. Appear occasionally in court for legal cases and bankruptcy 341 hearings Ensure account maintenance is computed on BK-13 accounts after receiving the BK-13 plan from the court. Flag and process accounts in the system when receiving notification of Chapter 7 BK filing Work on and review all negative share and checking accounts in a timely manner. Review and follow up on loan extensions and workout loan negotiations. Review and obtain all paperwork on Workout Loans before it is submitted to the Consumer Loan Department Correct Payroll problems (i.e., payroll not set up properly, incorrect payroll amount coming in, etc.) Review and make any corrections on members' account, when needed, by working with Loan Servicing department. (Bullseye/Credit Correction) Make sure the automated transfer and payroll errors are corrected when researching reason for delinquency. Communicate with our attorney's office in regard to accounts and strategies to maximize recovery Redeem vehicles from impound, if needed. Approve accounts for ATM cards access and Visa access under special circumstances. Take requests for “Extensions”/” Skip-A-Payments” and process “Data Change,” when and if “Skip-A-Payment” is approved. Take requests for “Check by Phone,” process the checks and write up “Loan Payment Ticket.” Process modifications on Real Estate loans. Recommend charge offs towards month-end. Contributes to a positive work environment and LAFCU's image by maintaining. Process member request for “Pay by Phone. Courteous, respectful and effective interaction, teamwork and communication with employees and members to enhance positive behaviors and employees' satisfaction. Qualification & Opportunities High School diploma or equivalent is required. Ability to operate standard business machines such as computer, printer, fax, copier and telephone devices. Accurate and efficient use of 10 key adding machines and PC. Types 35 wpm. Good oral and written communication skills. Thorough knowledge of credit and collection laws. Ability to multitask and adapt to new technologies while maintaining an open mindset. 3 years collector experience in a financial institution; 1 year experience in real estate loan collection preferred. Friendly and professional. Excellent communication skills; sound judgment, attention to detail and ability to write. Excellent oral and written communication skills; good mathematical skills. Ability to work independently while utilizing analytical skills. Sitting 3-4 hours per day. Approximately 1-2 hours per day for the following activities: standing, walking, bending over, kneeling, crouching. Fine dexterity and utilization of computer keyboards for long periods of time. Use of computers, calculator, telephone, typewriter and credit union reports. Requires repetitive use of hands. The minimum and maximum base salary range for this position is $24.44 to $35.26 in California. Salary Collector I The minimum and maximum base salary range for this position is $24.44 to $35.26 in California. The target starting base hourly rate is between $24.44 to $27.14. This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future. The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise. LAFCU is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce.

TITLE: SENIOR NETWORK ENGINEERSTATUS: EXEMPTREPORTS TO: MANAGER - NETWORK SERVICESDEPARTMENT: IT - NETWORK AND UNIFIED COMMUNICATIONSJOB CODE: 4226 PAY GRADE: 22S PAY SCALE: $123,600.00 - $140,000.00 ANNUALLY GENERAL DESCRIPTION: The Senior Network Engineer is responsible for advanced level of administration, support, and design of all systems supporting the network and telephony communication operations of the credit union. The scope of responsibilities includes, but is not limited to, architecture, installation, maintenance, performance optimization, future-planning, documentation, and complex system design for the credit union's core networks, branch network, ATM network, VOIP network, wireless network, ISP connections, and vendor connections. This job requires extensive knowledge and experience dealing with implementation and issue resolution of Cisco, F5, Akamai, and other network systems and technologies. TASKS, DUTIES, FUNCTIONS: Design, recommend, implement, document, support, and troubleshoot networks providing wired and wireless connectivity at corporate headquarters, multiple data centers, branches, and ATMs Lead in the design, configuration, and maintenance of the Golden 1 network architecture Define and evaluate functional requirements and specifications of network systems Perform complex analysis of network software, hardware, and communication lines Advise and participate in the development of network design, architecture, and configurations and ongoing review of network configurations Implement system enhancements that will improve the reliability of the network, elevate security, and increase network performance Ensure network software and hardware versions, maintenance levels, registration, inventory, and upgrades are to appropriate security and patch levels; monitor, diagnose, configure, and enhance system performance within supported parameters to optimize effectiveness of hardware and software resources Responsible for monitoring, developing, and recommending solutions to network systems potential or occurring security events on servers/network devices Design, recommend, implement, document, support, and troubleshoot remote connectivity options for end-users with appropriate safeguards and AAA (Authentication, Authorization, and Accounting) Work with internal and external auditors to determine security posture and provide assistance in addressing audit recommendations Remain current in awareness of developing trends, security weaknesses/vulnerabilities, and innovations in networking systems and capabilities Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position Perform other job-related duties as necessary. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Effective oral and written communication skills required to interpret, resolve, and document networking problems. Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All Credit Union Staff EXTERNAL: Vendors. QUALIFICATIONS: EDUCATION: Bachelor's Degree in Computer Science, Management Information Systems, comparable discipline, or equivalent work experience. EXPERIENCE: Minimum seven years or more experience in Information Technology in the management, configuration, modification, installation, and evaluation of network systems hardware and software (Cisco and F5 technologies desired). Work experience with Network operating systems such as Cisco IOS, NX-OS, F5, and Linux. Subject matter expert with Cisco Firewalls, Routers, Switches, Voice Gateways, and Fabric Interconnects Subject matter expert with common networking technologies, including NAT, PAT, DHCP, RADIUS, RSTP, PVST, STP, VLANs, FTP, TFTP, NAC, EIGRP, RIP, DNS, CIDR, ARP, AAA, TACACS, fiber optics, DWDM, VPN, DMVPN, BGP, ACLs, packet capture/analysis, Netflow, WCCP, VoIP, encryption, network segmentation, tunneling, filtering, and other network technologies Subject matter expert with Cisco Data Center equipment, including Nexus 7K, 5K, 2K, and B22 platforms, NX-OS, Virtual Device Contexts, Overlay Transport Virtualization, Virtual Port Channels, Fabric Extender Technology, etc. Subject matter expert with multi-homed connections to multiple ISPs, redundant network connections, port-channels, GLBP, HSRP, LACP, Demonstrates strong knowledge with a broad spectrum of F5 technologies: Load Balancing, iRules, iApps, Local Traffic Manager, Access Policy Manager, SAML/SSO, Demonstrates strong knowledge with SolarWinds products, including Network Performance Manager, Network Configuration Manager, Alert Central, IP Address Manager, Application Performance Monitor, Web Performance Manager, and Web Help Desk Demonstrates strong knowledge with Cisco Wireless infrastructure, including Wireless LAN Controllers, client-based Wireless Access Points, Identity Services Engine, Prime LMS / Network Control System, Mobility Services Engine, CleanAir technology, 802.1x, rouge access point detection, etc. Demonstrates working knowledge of Working knowledge of VMWare - configuring, using, and troubleshooting virtualized network appliances Demonstrates strong knowledge of network security systems and technologies, including Ironport, ASA, Tipping Point, ACS, IPS, IDS, port security, AnyConnect, etc. Demonstrates the ability to work effectively and support others in an environment of continuous change. CERTIFICATIONS: Cisco CCNP, CCDP, or CCSP. F5 Certified Technology Specialist - LTM PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday to accomplish tasks. Occasional travel may be required. Lift and carry communications equipment and computer hardware weighing up to fifty pounds. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data. Hearing within normal range. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment LICENSES/CERTIFICATIONS: None. THIS PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE'S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION'S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 9/11/2025

Job Description Working for Pacific Service Credit Union We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team. What's in it for you? Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. All employees are vested at 100% for the employer match beginning the first day of employment. Bonus program: All employees are rewarded for attaining our annual organizational goals. Tuition Reimbursement program for employees eligible after six months of service. Recognition program where employees can be nominated by management, their peers or by members. Employee referral bonus. Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service. Employees are eligible to receive a consumer loan rate discount Vacation and sick time: Full-time employees receive more than two weeks' vacation per year, 11 paid holidays and 10 days of sick leave. Our Hiring Process We believe it's important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible. Apply: Submit your resume for one of our job openings. Our Talent Team and our partner - Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible. In-Person Interview: After a screening call with TQC, we'll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s). If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process! ABOUT THIS ROLE: At Pacific Service Credit Union, we are committed to strengthening our members' financial future through trustworthy practices, superior products, and exceptional service. As an MSR, you are the face, and frontline of the Credit Union. You are energized by the opportunity to help people and are committed to delivering on Pacific Service Credit Union's promise of exceptional service experiences. You assist in basic support of a members financial journey such as teller transactions, account maintenance, account opening and lending needs. ESSENTIAL JOB FUNCTIONS: Provide exceptional service experiences to members, and potential members through professional, prompt, accurate and engaging interactions. Analyze members' needs and identify solutions through our robust products and services that would strengthen the financial future of those you assist, achieving set goals along the way. Deliver excellent service while assisting members and non-members with common banking transactions such as withdrawals, transfers, payments, and basic account maintenance. Build lasting relationships with members through strong interpersonal skills, communication skills, and trust. Open basic accounts and process loan applications for both new and existing members Provide financial health follow-ups both in person, or remotely, including outbound calls to existing members Promote the Pacific Service Credit Union brand by supporting business and community development efforts such as community and corporate events. Perform daily reconciliation and balancing of an individual cash drawer. Perform basic IRA transactions using the appropriate forms, process deposits and withdrawals, and answer basic IRA questions. Assist branch management with reconciliation and balancing of the Vault, Cash Recycler, ATM. Identify and recommend ways to continuously streamline or improve work processes and environments, as well as embrace the evolving technology and tools used to assist members. Understand and comply with all applicable federal and state laws and banking regulations such as those related to Bank Secrecy Act (BSA), OFAC, and anti-money laundering, as well as the policies and procedures of Pacific Service Credit Union. Maintain regular and reliable attendance, including punctuality, are essential to achieving organizational excellence. SUPPORTING FUNCTIONS: Provide relief for other positions in all branches, as requested. Perform other duties as assigned by the Branch Manager. COMPETENCIES: The following competencies are essential for success in this role: Collaboration: Establishes and maintains effective relationships, exhibits tact and consideration, displays positive outlook and pleasant manner, offers assistance and support to coworkers, works cooperatively in group situations, works actively to resolve conflicts Effective Communication: Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener; keeps others adequately informed Execution: Turns strategy into action, aggressively pursues challenging goals and objectives; willing to put in requisite time and effort to accomplish objectives; takes a highly focused, goal driven approach toward work; implements plans efficiently and produces desired results within a specified timeframe Job Knowledge: Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, requires minimal supervision, displays understanding of how job relates to others, uses resources effectively Member/Customer Focus: Displays courtesy and sensitivity, manages difficult member/internal customer situations, meets commitments, responds promptly to member/internal customer needs, solicits feedback to improve service Problem solving: Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, works well in group solving situations Quality of work: Demonstrates accuracy and thoroughness; critically reviews work processes to ensure quality; identifies and resolves problems that could impact quality; makes sure deliverables and services meet all requirements, expectations and deadlines; does not make the same mistakes twice These competencies are essential to upholding our values and delivering exceptional service to our internal and external members. REQUIRED MINIMUM QUALIFICATIONS: Education: High School diploma or equivalent required. Experience: One-year of customer service experience required; previous experience in a credit union or bank preferred. Ability to effectively communicate with/manage difficult members and situations and handle general public in challenging situations is required. Confident and comfortable in speaking with members about their financial goals to cross sell appropriate products/services. Aptitude to perform basic accounting functions, including exceptional arithmetic skills. Cash handling experience with ability to perform daily reconciliation and balancing of a teller cash drawer. Capacity to use keyboard, 10-key calculator and all other general office equipment. PREFERRED QUALIFICATIONS: Excited about the opportunity to help people, face-to-face PHYSICAL REQUIREMENTS: Hearing Ability: Ability to hear and understand spoken communication, both in person and via phone. Lifting and Carrying: Occasionally lift and carry materials such as files or office supplies weighing between 0 and 30 lbs. Manual Dexterity: Proficient use of hands and fingers for typing, using office equipment, and handling documents. Mobility: Ability to move around the office to attend meetings or assist colleagues as needed. Verbal Communication Skills: Ability to speak clearly and effectively to communicate with internal and/or external members. Frequent use of telephone headset may be required. Visual Acuity: Ability to view and read computer screens and related documentation with accuracy. Ability to sit or stand at a desk for extended periods of time, with the option to adjust to a sit/stand desk to accommodate comfort. OTHER INFORMATION: Hours Required: The ability to work required branch hours Monday through Friday. Hours and locations will fluctuate as business needs and business development activities dictate. Travel Requirements: Less than 10% local travel required. Salary Ranges: Teller/MSR I: $18.90 - 23.32 Teller/MSR II: $20.77 - 25.64