Careers at NEFCU

This position provides direct services and support to our members within a fast-paced call center environment. This role answers questions and provides superior customer service to our members regarding NEFCU products and services.

Specific duties include:

• Manage high volume of calls exercising superior customer service and upholding established response standard
• Respond accurately and timely to member initiated questions and problems
• Uncover member unmet needs and goals through dialogue based engagements and providing appropriate solutions
• Solve problems and investigate a wide variety of issues and requests that may include gathering additional information and working with other support staff.
• Knowledge of NEFCU products and services
• Report trending issues to management based on member comments

Qualifications:

• Previous customer service experience; preferable in a fast-paced call center environment
• Ability to manage multiple priorities timely with accuracy
• Strong attention to detail
• Superior customer service skills and communication skills
• Proficiency with computers

EOE

Position: Collector

Schedule: Monday – Friday, 8:30am – 5:00pm

Location: 88 Technology Park Way, South Burlington

Position Description:

Communicating effectively with members with early delinquency problems with purpose of influencing priority to pay delinquent NEFCU financial obligations. Uses a variety of contact methods.   Complying with credit union policies and procedures, Fair Debt Collection’s Act, and bankruptcy and foreclosure laws.  When payments are not immediately available, gains understanding of member financial situation and confirms through investigating of credit, income, and other resources.

Specific Duties Include:

•  Consistent and timely contact with all members in assigned work queue
• Reminding the member of their obligation to pay the account current
• When immediate payment is not available, documenting the reason for the delinquency along with the members stated resolution
• Documenting all conversations and actions accurately
• Understanding collection policies and procedures
• Understanding basic bankruptcy requirements
• Understanding credit reporting
• Referring members to Financial Counselor as needed
• Effective communications including sharing information with supervisor and developing solutions within team environment

Qualifications:

• High School Diploma or GED required
• Strong written and oral communication skills.
• Exceptional customer service and conflict resolution skills.

E.O.E

Position Title: Teller I (part time) 

Location: 295 Tuckers Way, St. Albans, VT

Hours: Monday, Wednesday, and Friday: 8hrs per day scheduled between 7:45am – 6:15pm and Saturday from 8:45am – 12:45pm.

Position description: 

This position will efficiently and accurately conduct teller transaction while providing our members with exceptional customer service.

Specific duties include: 

• Performs professional, friendly, efficient, and accurate teller transactions
• Follows policies and procedures established for the teller position
• Listens for and demonstrates empathy for member needs and refers to appropriate staff when financial needs are identified
• Supports member inquiries through a working knowledge of financial transactions, products and services

Qualifications:

• High School diploma or GED required
• Accurate cash handling skills
• Proficiency with personal computers
• Strong attention to detail, upholds teamwork, problem solving proficiency and exceptional verbal and written skills

E.O.E

Position description: The Business Services Officer, at the direction of the Business Lending Manager, is responsible to ensure that the optimal level of business services are available for NEFCU business members and for originating, expanding and maintaining both individual and overall business deposit and transactional (non-lending) relationships for the Credit Union.

Specific duties include:

• Assists in the development and implementation of new business services including Online Business Services, Remote Deposit Capture(RDC), ACH Origination, Wire Services, Relationship Pricing and Business Saving and Investments (in-house and referrals).
• Create and execute sales plan to present new products to NEFCU business members.
• Develops and expands business service relationships for members.
• Provides business product sales and service support directly to business members and indirectly through member service and lending staff.
• Educate NEFCU employees and NEFCU business members on the features and benefits of business deposit and business service products.
• Assists in sourcing and in managing specific business service vendor relationships to ensure seamless delivery and maintenance of services to NEFCU members.
• Makes recommendations on changes to existing or addition of new business deposit products and services or third- party vendors for the Credit Union.
• Follow and achieve department sales goals on a monthly, quarterly and annual basis.
• Act as of primary support staff for NEFCU business members and NEFCU employees related to business services.
• Must comply with all company policies and procedures, and applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets.

 Qualifications:

• Bachelor’s degree.
• Three years to five years of similar or related experience, including preparatory experience.
• Extensive knowledge and experience working with business cash management services such as ACH, RDC, wire transfer and business online banking.
• Strong communication skills, with presentation skills preferred.
• Sales experience with proven success in results driven sales environment.
• Interpersonal skills to includes the ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trusts. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.  Work frequently involves contacts requiring considerable discussion of problems, material presentations and resolving issues impacting multiple departments or divisions. The ability to motivate or influence others is a material part of the job, requiring a significant level of professional diplomacy, trust and relationship. Obtaining cooperation and agreement is an important part of the job and expert level of interpersonal and written communication skills are critical to the success of this position.

 E.O.E

Position:  Member Service Representative I 

Schedule: 40-hour work week, between the hours of 8am-5pm Monday-Thursday, 8am-6pm Friday, including one Saturday a month 9am-1pm at either the Williston or St. Albans branch. 

Location: 1000 Shelburne Road, South Burlington

Position description: 

The Member Service Representative’s (MSR’s) role is to build member relationships by initiating questions to understand the member’s financial needs and assist in providing solutions to their requests in a friendly and accurate manner.

Specific duties include:

• Engage members through active dialogue and listening, to uncover unexpressed financial goals and objectives. 
• Actively promotes, demonstrates, and educates members on services that member is not using when fit and need have been identified.
• Open new memberships, accounts, loans, and services within established guidelines.
• Support a variety of branch functions including the Teller role.
• Understanding basic features of all products and services that the credit union offers and frame how these may benefit members.

 Qualifications:

• Exceptional interpersonal skills and excellent verbal and written communication
• Accurate cash handling skills
• Strong attention to detail, ability to multi-task and problem solve
• Proficiency with personal computers

E.O.E.

Position description: Provide administrative support to members of the Human Resources and Organizational Development team.  This role reports to the Human Resources Manager of the department.

Specific duties include:

• Supports various programs and processes by administering paperwork, scheduling appointments, maintaining employee files, vendor contracts and invoices. Maintains employee confidence and protects operations by keeping human resource information confidential.
• Provides administrative support to new employee onboarding. This support includes scheduling orientations, prepares new hire packet materials, files new hire employee paperwork, purchases needed supplies and food orders and schedules support presenters as needed.
• Provides administrative support to coordinate employee appreciation events such as holiday party and summer gathering. Schedules and coordinates employee special events such as AED & CPR training and onsite flu vaccine clinics. Support administrative tasks associated with annual United Way Campaign. Coordinates with the marketing team to support participation of others and tracking volunteer efforts for NEFCU sponsored events.
• Maintains the integrity of employee files by filing, reviewing and auditing contents. Will work to scan/migrate paper files into an online database.
• Provides secretarial support by entering, formatting and printing information. Answers various written and telephone correspondence and HR supplies.
• Audits all HR data entry within ADP and other software programs.
• Schedules meetings and can assist in with recruitment by scheduling interviews, coordinating calendars, virtual resources and/or meeting rooms.
• Maintains a schedule of when and where all employment compliance posters must be added, edited and/or removed to ensure we are complying with federal and state regulations.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Qualifications:

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
• Significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with varying audiences including internal and external individuals, customers, and outside vendors can be of a sensitive and/or highly confidential nature.

E.O.E.

Ensures that company ATMs are operating properly and works with third party vendor to resolve technical issues as they arise. Reviews electronic check images on a daily basis to ensure accuracy and validity. Reconciles ATM activity to the general ledger. Coordinates weekly replenishment and settlement of all ATMs.

Specific duties include:

• Review and approve checks on the eDesk system on a daily basis. At end of day post total amount deposited in the GL. Create member adjustment letters for non-conforming check deposits and coordinate retrieval of checks from appropriate ATM to return to member with adjustment letter.
• Monitor the ATMs (via website, member feedback, etc.) to ensure that all ATMs are functioning properly and if not, place service call to Diebold or to NCR as appropriate. Ensure that each vendor performs service call in a timely manner that results in resolution of issue.
• Coordinate/perform a physical cash count, replenishment and settlement on each model of ATM (including the 4 ATMs at Global Foundries) within the NEFCU Fleet on a weekly basis. For those machines that are serviced by armored courier, verify that replenishment has been performed in a timely manner and that machines are performing as expected.
• Review the ATM weekly count vault sheets and research reconciliation items. Work with the Accounting department to resolve reconciliation issues in a timely manner.
• Review detail of outstanding Official Checks. Send letters and stop payment forms to members, encouraging negotiation of official checks. Answering member questions regarding the letters, reviewing signatures on returned forms, and maintaining spreadsheets w/ notes of the results. Communicate with Loan Servicing and Account Services to research outdated official checks drawn off their accounts
• Research and provide information to Account Services to assist them in making provisional credit decisions for members who have disputed ATM transactions.
• Provide backup/fill in services for Mail department to ensure consistent distribution of incoming mail and proper, timely processing of outgoing mail.

Qualifications:

• High School Diploma, or equivalent
• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• Able to use database, spreadsheet and word processing software suites
• Able to learn and retain knowledge in depth for all debit card and ATM adjustment function; to follow federal, Visa and ATM network regulations.

E.O.E.

Responsible for the planning, implementation and support of key enterprise platforms within the organization. Manages a team of direct reports whom implement and support critical business applications, including required data integrations and security requirements. Works with third party vendors and partners to design, deploy and support applications necessary to meet the organizational initiatives. Spearheads the organization’s centralized Business Intelligence and Data Analytics efforts to deliver relevant reporting and analysis to meet the evolving needs of a financial organization. Provides oversight and guidance to help ensure proper data governance.

Specific duties include:

• Management and support of enterprise applications, systems and platforms by assessing user needs, utilize current and emerging technologies, develop strong stakeholder relationships, and evaluate, implement, support and lead continuous system improvement to meet the needs of the credit union.
• Develop and manage a centralized business intelligence and data analytics program that utilizes current and emerging technologies to meet the needs of the credit union for robust business reporting.
• Responsible for coordinating, managing and routine oversight of applications integrations and automation to maximize efficiencies and minimize errors and downtime.
• Support a learning culture for team members through clear communication, coaching, professional development opportunities, and on-going support to create a high performing team.
• Expectation for sharing of technical and professional expertise within the information system department and across the organization as appropriate.
• Willingness, and ability, to comply with all company policies and procedures, applicable laws and regulations; including, but not limited to, the Bank Secrecy Act, the Patriot Act, and the office of Foreign Assets Control.

Qualifications:

• Bachelor's degree required
• Five years or more of similar or related experience, including preparatory experience.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

E.O.E

The Member Service Representative’s (MSR’s) role is to build member relationships by initiating questions to understand the member’s financial needs and assist in providing solutions to their requests in a friendly and accurate manner.

Specific duties include:

• Engage members through active dialogue and listening, to uncover unexpressed financial goals and objectives.
• Actively promotes, demonstrates, and educates members on services that member is not using when fit and need have been identified.
• Open new memberships, accounts, loans, and services within established guidelines.
• Support a variety of branch functions including the Teller role.
• Understanding basic features of all products and services that the credit union offers and frame how these may benefit members.

Qualifications:

• Exceptional interpersonal skills and excellent verbal and written communication
• Accurate cash handling skills
• Strong attention to detail, ability to multi-task and problem solve
• Proficiency with personal computers

E.O.E.

This role is to build member relationships by initiating questions to understand the member’s financial needs and assist in providing solutions to their requests in a friendly and accurate manner.

Specific duties include:

• Engage members through active dialogue and listening, to uncover unexpressed financial goals and objectives.
• Actively promotes, demonstrates and educates members on services that member is not using when fit and need have been identified.
• Open new memberships, accounts, loans, and services within established guidelines.
• Support a variety of branch functions to including Teller role
• Understanding basic features of all products and services that the credit union offers and frame how these may benefit members.

Qualifications:

• Exceptional interpersonal skills and excellent verbal and written communication
• Accurate cash handling skills
• Strong attention to detail, ability to multi-task and problem solve
• Proficiency with personal computers

EOE

The Mortgage Loan Processor is responsible for obtaining the necessary information to process and complete mortgage loan files. The role verifies all documentation for accuracy and completeness while ensuring that the documents are prepared and finalized in compliance with policies and procedures.

Specific duties include:

• Processes and prepares closing packages for mortgage loans.
• Schedules closings and provides the closing attorney with a finalized closing packet within a timely manner.
• Responsible for the disbursement of mortgage loans utilizing current mortgage loan software.
• Prepares loan filings for underwriting. • Sends disclosures and tracks third party services. 
• Requests and tracks receipt of loan conditions.
• Tracks pipeline to efficiently manage rate lock expiration date, appraisal turn time, finance contingency dates and projected closing dates.
• Communicates effectively with the member and mortgage personnel throughout the mortgage process within a timely and accurate fashion.
• Provides back up the Mortgage Loan Phone Group by answering incoming mortgage calls, responding to inquiries and scheduling appointments for lenders.
• Communicates effectively with the member throughout the mortgage loan process.

Qualifications:

• High School degree or equivalent.
• Previous mortgage lending/processing experience and knowledge of mortgage lending regulations preferred.
• Proficiency in Microsoft Excel and Word; working knowledge with loan origination and serving software desired.
• Strong attention to detail, data-entry accuracy and excellent interpersonal, verbal and written skills.
• Excellent organizational, listening and decision-making skills; strong customer service expertise.

E.O.E

Responsible for the oversight of all significant organization projects, including resource utilization, budgets, enforcement of project schedules, appropriate communication to all stakeholders and the execution of project work plans. Performs system, process and workflow analysis to improve productivity and efficiencies. Serves as the liaison between the project teams and management.

Specific duties include:

• Responsible for preparing and executing project plans on approved Review project plans and milestones to ensure project plans are being followed on a timely basis and deliverables are met. Manages the process and teams to accomplish project goals.
• In conjunction with management and internal stakeholders, evaluates, develops and implements process improvement projects which improve internal efficiencies, enhances member experiences
• Oversees all aspects of projects to include due diligence, initiation, planning, execution and closing Define project scope, objectives, requirements and deliverables that support business goals in collaboration with senior management and stakeholders.
• Provide management assistance in developing sound project Performs system and workflow analysis to improve productivity and to alleviate bottlenecks.
• Works with management and project teams to ensure appropriate documentation is completed and maintained as required to meet organizational requirements.
• Manages and implements project changes/interventions to achieve Acts as a liaison to expedite projects or problem resolution as it relates to product development, system upgrades and new releases and assesses system training issues.
• Must comply with all company policies and procedures, and applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets

Qualifications:

• Bachelor's degree required
• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.

E.O.E