Careers

Birmingham and Jasper Area Locations

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Essential Qualifications & Competencies:
Cash handling or MSR experience; typing, Excel, Microsoft Office Suite is a plus; friendly and professional; strong problem solving skills; four-year college degree preferred.

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Birmingham, Anniston and Jasper Area Locations
Part-time hours will vary from branch to branch depending on which hours and days the help is needed.

Key/Representative Activities:
Responsible for providing a variety of paying and receiving functions for members in person and via phone. Accepts cash and check deposits, accurately and efficiently processes withdrawals and cashes checks within authority level, loan payments, cashiers’ checks, money orders and cash advances. Proactively participates in cross-selling of Credit Union products and services. Performs specific assigned side-jobs with regular duties as needed. Serves members promptly and professionally, MSR’s are responsible for the first impression made on members when they enter our branches. This position also ensures that all member questions and concerns can be addressed while receiving quality service from entrance to exit.

Preferred Competencies:
Cash handling experience / Customer service experience

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Main Office

The Business Development Officer is responsible for the development, maintenance, and growth of credit union partnerships with Select Employee Groups (SEGs) which have eligibility to join the Credit Union. We are seeking an energetic team member who is ready to cultivate long-standing relationships and discover new growth opportunities. This position will work with existing and prospective SEGs and will be required to travel to both branch and business locations in and around the Credit Union’s footprint. The Business Development Officer’s number one priority is the growth and development of SEGs which results in direct impact on the Credit Union’s financials.

Key/Representative Activities:

• Serves as an ambassador of the Credit Union, highlighting the added benefit of Credit Union Membership eligibility to current and prospective Select Employee Groups (SEGs)
• Executes comprehensive business development strategy including prospecting, lead generation and development, execution, and onboarding of new SEG relationships
• Maintains and grows current SEG relationships through consistent engagement, meeting and event participation, and providing value for their organization
• Delivers Credit Union presentations and content in person at meetings, events and expos, as well as across digital platforms
• Participates in local Chamber of Commerce and other local community organizations to develop mutually beneficial relationships with community business leaders
• Travels to branch locations and SEG sites/events to maintain and promote business growth
• Answers Member questions and inquiries at events and meetings, and is responsible for follow-up on applications post meeting or event
• Develops and maintains an organized approach for weekly and monthly activity including an organized calendar detailing upcoming appointments and events, and documentation of all prospecting and relationship building activity
• Other duties as assigned

Essential Qualifications & Competencies

• Bachelor’s degree preferred in field such as Business or Communications
• 3+ years of proven business development or sales experience, financial setting preferred
• Must be well versed in all aspects of business development and sales including strategic prospecting, lead generation, connection and engagement, presentation and execution of new SEG partnerships
• Excellent communication skills and ability to deal effectively, tactfully and professionally with Members and non-Members, SEGs and prospective SEGs, and team members
• Ability to prioritize, multitask and focus on multiple objectives and projects concurrently
• Ability to generate ideas, identify opportunities and always apply a proactive approach to the Credit Union’s growth
• An understanding and interest in financial wellness and helping others achieve it
• Must be able to travel 50-80%, some locally
• Ability to work independently, as well as part of a team and maintain effective communication and consistent delivery while on the road/working remotely
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel, PowerPoint)

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Main Office

The Card Services Representative is responsible for providing accurate, timely and professional card assistance to members and branches. The individual in the position must have knowledge of all card service functions within the Credit Union. The Card Services Representative reports to the Cards Services Supervisor but will also take directions from the VP/COO. This position has no direct supervisory responsibility. The position is responsible for the card service functions of the Credit Union and requires the knowledge of current card service trends and programs. The incumbent will ensure members and branch employees are receiving timely, accurate, and professional assistance with their debit and/or credit card needs.

Key Responsibilities:

• Set up new debit and/or credit cards
• Process debit dispute claims
• Research problems that occur with payments and makes appropriate adjustments
• Process debit and/or credit card reports
• Respond to email and phone calls from members and Branches
• Process ATM rejects report
• Process cash advances in DPRM
• Balance credits and debits and audit new card set up from the monthly new accounts report
• Sell or reload travel chip cards
• Process electronic balance transfers
• Process card compromises
• Help ensure proper inventory for debit and credit cards

Essential Qualifications and Competencies:

• Bachelor’s degree preferred
• 1-2 years of card services experience
• 1 year of customer service preferred
• Experience with Fiserv preferred
• Sound analytical and problem-solving skills
• Requires excellent member service skills
• Strong understanding of Credit Union operational policies and procedures
• Sound knowledge of technology, credit card systems and software
• Excellent written and oral communication skills
• Extremely well organized and ability to prioritize tasks
• Strong computer, calculator, spreadsheet, and word processing skills

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Birmingham Area

Supervision of assigned Contact Center Representatives to ensure member service standards are met by providing training, coaching, feedback, and support. Work closely with management to implement and maintain credit union standards, policies, and procedures. The Contact Center Team Lead reports to the Contact Center Supervisor and is responsible for supervising activities for the assigned Contact Center Representatives and ensuring that member service objectives are well supported. Coaches, motivates, supports, and trains staff to meet established goals. Provides support to Contact Center staff by resolving complex member questions and problems regarding online account access, statements, loans, payments, automatic transfers, interest rates, and investment certificates. Oversees the training of new personnel. Develops and mentors a productive, cohesive team. Ensures that professional relations exist with members and that reporting and informational needs are met.

Key Responsibilities:

• Represents the Credit Union in a courteous and professional manner to internal and external members as well as vendors as support is needed
• Ensures that all member questions and complaints are resolved in a timely manner
• Completes research and resolves documentation errors or discrepancies on complex member problems
• Ensures that Contact Center operations further Credit Union strategic plans and are in accordance with established policies and procedures
• Monitors the contact center agents and reports any training opportunities to the Contact Center Supervisor
• Responsible for communication with members through online messaging and email as well as other communication channels
• Reports any member complaints, credit union employee complaints, or errors to the Contact Center Supervisor
• Provides support to representatives on complex issues by taking ownership of services issues that require extensive research, time or resources
• Resolve escalated calls for representatives when necessary
• Work with management in recognizing, developing and implementing resources to help improve department efficiency, consistency and overall performance
• Provides back up to the Contact Center Representatives in their absence or during high call volume
• Ensures that requests and questions are promptly resolved
• Monitors service delivery and ensures excellence in service levels
• Ensures that deadlines are met
• Promotes goodwill and a positive image of the Credit Union
• Maintains privacy of member account information
• Provides leadership to assigned personnel through effective goal setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures.  Discusses areas needing improvement
• Oversees the activities of the Contact Center Representatives
• Identifies, assist in development, and implements training programs as appropriate. Ensures that Contact Center Representatives are thoroughly trained in all Credit Union products and services
• Assist with performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed
• Ensures the accurate reporting of Contact Center activities to Management
• Ensures that all department files are current, accurate, and well maintained
• Ensure that work area is clean, secure, and well maintained
• Attend and participate in meetings
• Complete special projects as assigned
• Answer incoming calls and provide one call resolutions whenever feasible
• Process basic transactions such as deposits, withdrawals, transfers, and payments
• Resolve member complaints and concerns with limited assistance
• Identify and escalate issues to supervisor or appropriate team member
• Timely follow up with members when required
• Prepare and complete documentation accurately
• Identify, research, and resolve general member issues with limited assistance
• Stay up to date on new products, policies, procedures, and regulations
• Fulfill product and service orders generated by member requests
• Document call information according to department standards
• Work closely and effectively with co-workers to reach department goals and complete various tasks
• Recognize, document, and communicate call trends to department management
• Cross-sell products and services
• Other duties as assigned

Essential Qualifications and Competencies:

• High school diploma or equivalent
• 2+ years of related Contact Center or Credit Union experience preferably with some supervisory responsibilities
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for leading a team in providing excellent member service experiences
• Accurately conveys detailed or important instructions
• Strong listening, verbal, and written communication skills with emphasis on professional grammatical skills applied both verbally and in written communications
• Ability in lead and influence team members toward a set goal
• Excellent data entry and keyboarding skills
• Excellent multi-taking skills
• Ability to learn and function effectively in various computer and software systems simultaneously

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Birmingham Area

The Contact Center Representative is responsible for providing a variety of member service functions and have knowledge of all member service functions within the Credit Union.

Contact Center Representatives answer incoming calls from members on various service-related issues.  Contact Center Representatives are the primary contact point for members and serve as the voice of the Credit Union. Contact Center Representatives are responsible for troubleshooting general member service issues, deescalating member frustrations, presenting suggestions and solutions to member concerns as well as offering appropriate products and services that benefit the member.  Contact Center Representatives are responsible for projecting a professional image through voice, in writing and online interactions.

Key/Representative Activities:

• Answer incoming calls and provide one call resolutions whenever feasible
• Processes basic transactions such as deposits, withdrawals, transfers, and payments
• Resolve member complaints and concerns with limited assistance
• Identify and escalate issues to supervisor or appropriate team member
• Timely follow up with members when required
• Prepares and completes documentation accurately
• Identify, research, and resolve general member issues with limited assistance
• Stay up to date on new products, policies, procedures and regulations
• Fulfill product and service orders generated by member requests
• Document call information according to department standards
• Work closely and effectively with co-workers to reach department goals and complete various tasks
• Recognize, document and communicate call trends to department management
• Cross-sell products and services
• Other duties as assigned

Essential Qualifications & Competencies:

• High school diploma
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for servicing and for projecting a positive image to members of the Credit Union
• 1 – 3 years of experience in call center environment preferred
• Customer service experience required preferably in financial services
• Accurately conveys detailed or important instructions
• Strong listening, verbal, and written communication skills
• Excellent data entry and keyboarding skills
• Excellent multi-taking skills
• Ability to learn and function effectively in various computer and software systems simultaneously
• Requires ability to occasionally lift to 15 pounds
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to hear for normal conversations and to receive ordinary information
• Ability to sit for up to eight hours
• Ability to manage stressful situations professionally and appropriately
• Ability to thrive in a fast-paced work environment

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Main Office

The Digital and Print Media Specialist is responsible for developing creative concepts and marketing solutions across a variety of media including digital, print, video, and photography. We are seeking an ambitious team member with well-rounded experience who can not only execute under the direction of others but is eager and willing to contribute their own creative ideas.

Key/Representative Activities:

• Graphic design concepting and execution for both internal and external projects across a variety of media including print, digital, video, photography, signage, and multimedia
• Direct, shoot, and edit photography and video for a variety of both internal and external facing projects using DSLR and video cameras as well as drones
• Complete website projects ranging from edits to existing pages to creation of new pages
• Coordinate with printers and other vendors to ensure brand standards are met on all printed collateral & materials
• Partner with team members to ensure brand consistency across materials
• Participate in off-site events as needed including set up and take down of displays and signage
• Perform other duties as assigned

Essential Qualifications & Competencies:

• Bachelor’s degree preferred in graphic design or related field or equivalent work experience
• 3+ years relevant experience, banking or financial setting preferred
• Fluency in Adobe Creative Cloud (especially InDesign, Photoshop, Illustrator, Premier Pro and Acrobat), a working knowledge of Microsoft Office (especially PowerPoint and Word), and interest in learning new tools as needed
• Well versed in concepting, shooting and editing photography and videography for variety of project types; Comfort level with use of DSLR and video cameras and drones, as well as lighting, audio recording and teleprompter equipment
• WordPress experience and comfort level with designing website pages based on existing branding with an eye to hierarchy
• Ability to prioritize, multitask and focus on multiple projects concurrently
• Excellent and professional listening, verbal, and written communication skills with internal team members as well as external partners including printers, agencies and other resources
• Is a design creative advocate, staying on top of trends and opportunities for improvement to offer the most effective creative solutions

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Main Office

The Loan Adjuster is primarily responsible to preserve, protect, and safeguard the Credit Union’s assets. This position reports to the Collections Manager and has no supervisory responsibility. The primary function of this position is to protect the Credit Union’s assets by identifying and collecting consumer loans, mortgage loans, negative share/share draft accounts, and Credit Union credit cards which are late, delinquent, potentially delinquent or charged‑off by using job-relevant technical skills while maintaining, updating, and enhancing technical and service skills while ensuring strict compliance with state and federal collection regulations in all practices.

Key/Representative Activities:

• Monitor payments for late and/or delinquent loan and VISA accounts
• Monitor effective control procedures for late and/or delinquent or potentially delinquent loans or negative share accounts
• Maintain privacy and confidentiality of members’ personal and account information
• Mail delinquent notice letters to members with past due accounts
• Contact delinquent members to discuss their loan account/credit card and negative share/share draft accounts and proposed payment arrangements
• Follow up on delinquent accounts by telephone, personal contact, or written correspondence to secure a satisfactory resolution of repayment and/or payment arrangements
• Handle all inbound collection calls and inquiries
• Interact with members to determine reason for delinquencies to offer possible solutions for resolution
• Document all conversations and collection actions taken accurately in collection database
• Process loan due date extensions and notifies members of status via mail
• Skip traces thought available sources to locate members
• Meet with Collections Manager as needed to discuss member accounts, trends, departmental progress, and other updates
• Maintain professional reputation throughout the collection process
• Make recommendations and coordinate repossession, foreclosure, and legal actions
• Handle all aspects of the collateral loan repossession process including acquisition and liquidation
• Handle all aspects of the collateral loan foreclosure process including acquisition, maintenance, and sale of OREO properties that are in default
• Serve as liaison between credit union and outside legal counsel regarding collection accounts, not limited to bankruptcy
• Handle all aspects of loan payment protection including preparing, filing and procession Credit Disability, Credit Life, and GAP insurance payments
• Monitor all collateral leans for minimum insurance requirements and coordinate with CPI company
• Ensure the uploading of insurance documentation in CPI company and communication with members
• Adjust member loans when CPI is company added to/removed from their loan
• Handle and investigate member credit report disputes and discrepancies as needed per Fair Credit Reporting Act (FCRA)
• Research transaction posting mistakes and/or payroll deduction errors that have or may have affected the status of the loan repayment
• Perform specific and delegated duties as assigned by management as needed

Essential Qualifications and Competencies:

• Associate degree or related experience required
• 1-2 years financial services and/or collections experience preferred
• Excellent written and oral communication skill
• Ability to handle confidential information
• Must have excellent member service
• Ability to multitask
• Must be able to work in a team environment and take direction from multiple supervisors/managers
• Work must be completed with quality and accuracy – detail oriented

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