• Call Center Representative
• Teller
• Loss Prevention - Investigations Manager

• Branch Manager
• Webmaster
• Paralegal

Description/Qualifications

Under general supervision, performs routine and specialized telephone requests and back office work associated with the Member Services Center in processing member's loan and teller transactions.

• Knowledge of modern office methods, practices and procedures.
• Skill in the operations of a personal computer with Intranet and Internet access in a Windows environment.
• Demonstrated Member service skills.
• Ability to cross-sell products and services to meet Members needs.
• Ability to make mathematical computations.
• Ability to operate standard and specialized office machines including 10 key by touch.
• Ability to type 40 words per minute.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people.

POSITION SUMMARY:

Under general supervision, performs routine teller work, provides excellent member service, and contributes to the success of the branch by selling and referring Credit Union products and services.

ESSENTIAL FUNCTIONS:

• Provide exceptional member service to all Members, volunteers, internal employees, and service providers.
• Explain products and services to Members to meet their needs. Cross-sells RCU and RCUSG products and services.
• Provide information to Members’ questions or directs them to the appropriate person or department for assistance.
• Safeguard member information and ensure confidentiality by following established policy and procedures.

• Complete Members’ transactions accurately and efficiently using established policies and procedures.
• Balance cash, checks, and maintain proper documentation.

• Attend and contributes to departmental meetings.
• Perform other duties as assigned.
• Perform branch opening and closing duties.

Non-Essential Functions

• Establish basic products and services for members.
• Complete orders for Credit Union forms and supplies.
• Participate in Credit Union committees.

MINIMUM QUALIFICATIONS:

• Knowledge of basic math principles.
• Knowledge of basic financial institution products and services.
• Skilled in the operation of office equipment including personal computers with Internet and intranet access.
• Ability and desire to work in a team environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to count and balance cash.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to effectively cross-sell products and services using a needs-based sales approach.

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent standing or sitting at a workstation.

POSITION SUMMARY:

Prevent, minimize and recover financial loss by managing investigative and tactical department operations, including supervising staff, coordinating RCU’s relations with law enforcement, conducting/coordinating investigations and monitoring and reporting fraud and loss trends.

ESSENTIAL FUNCTIONS:

• Enhances Member service and minimizes losses by managing paper and card fraud investigations, including card compromises, loan fraud, check fraud, and e-commerce fraud. Identifies theft concerns about fraudulent or spurious claims that require an increased level of scrutiny.
• Recruits, selects and supervises staff, including expectations, coaching/development, resources, workflow, feedback and accountability to ensure high levels of member service and maximum protection of credit unions assets when spurious claims are presented for payment. Identifies high-level threats such as new account and check fraud rings targeting the credit union; mitigates or prevents loss by taking timely and appropriate action.
• Conducts complex plastic card field investigations focused upon identifying perpetrators and compromised merchant locations associated with losses incurred by the credit union or its Membership. Works with retailers and law enforcement to identify retailer employees or vendors facilitating the fraud.

• Coordinates asset recovery efforts by conducting field investigations
• Conducts field investigations in order to recover assets owed the credit union including auto, mortgage and credit card SKIPS as well as large negative shares matters as reported by the Financial Assistance Department. Works to develop sources willing to assist in the location of missing assets.
• Reviews suspicious bankruptcy petitions and identifies fraudulent information so as to protect the credit union’s position or aid in the recovery of monies owed the credit union.
• Facilitates receipt of investigative information provided by law enforcement for the optimal benefit of RCU. Broadcasts relevant information to the appropriate areas of the credit union.
• Develops ways for RCU to regain control of lost assets through the identification and discovery of criminal acts within the transaction that will allow law enforcement to assist in locating the asset and apprehending the perpetrators.
• Tracks and reports recoveries and fraud saves for reporting to Senior Management.

• Reviews CUDL, mortgage, unsecured and other loan applications as dictated by threat and/or loss experience. Provides effective interdiction of loan applications prior to funding. Works with AVP Loss Prevention and other departments to ensure that responses to fraud trends are effectively implemented into the lending process. Assists in the training of staff to avoid related losses as needed.
• Manages fraud filters such as Deposit Chek, Verafin and kiting reports to ensure minimal losses to the credit union and it’s membership.
• Works with Loss Prevention and branch claims processing staff to quickly and efficiently manage card and paper claims for reimbursement. Works to identify and deny the payment of frivolous claims that would negatively impact the credit union’s profitability.
• Enhances effectiveness by regularly increasing knowledge through attendance at financial institution fraud training events.
• Conveys relevant information from attendance at financial industry fraud prevention meetings to RCU managers; spearheads fixes, plans or programs to avoid similar losses.
• Participates on the internal fraud committee and work with business units to effective prevent and /or recover fraud losses.

SUPERVISORY RESPONSIBILITIES:

MINIMUM QUALIFICATIONS:

• Thorough knowledge of basic "banking" operations including teller transactions, new accounts, lending processes and check clearing procedures.
• Proficiency with investigative recovery techniques with proven experience in prevention and mitigation of large financial fraud losses
• Strong managerial, analytical/problem solving, communication, computer and organizational skills.
• Thorough knowledge of the Bank Secrecy Act and related AML legislation as well as a thorough knowledge of how these programs apply to financial institutions.
• Thorough knowledge of fraud as it affects financial institutions and law enforcement.

• Must have a valid California driver’s license
• Ability to maintain a valid driver’s licenses
• Certified Fraud Examiner

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 15 pounds.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors; majority of the time is spent sitting at a desk.

Education/Experience
Undergraduate degree (preferably in criminal justice or business) and five to seven years experience in financial institution fraud/loss prevention. Three to five years experience managing investigators preferably in a law enforcement or financial institution setting.

POSITION SUMMARY:

Provide vision and leadership to branch personnel. Manage, plan, coordinate and administer the day-to-day operations of a small, medium or large branch office. Develop lines of business and ensure quality member service at all times.

ESSENTIAL FUNCTIONS:

• Provide excellent service to all Members, volunteers, internal employees, and service providers.
• Cross-sell RCU and RCUSG products and services.
• Formulate and negotiate goals with branch staff.
• Achieve branch goals and objectives as assigned.
• Maintain an effective sales and service culture in branch by coaching branch staff.
• Recognize and reward staff for achievements in sales and service goals.
• Increase branch loans, shares, and members through community involvement and business development efforts.
• Conduct regular sales and coaching meetings.
• Research Member problems and respond verbally and/or in writing.
• Schedule staff to ensure superior member service and branch needs are met.

• Ensure ongoing staff training and development.
• Plan, coordinate, communicate, and execute regular staff meetings.
• Ensure communication in branch.
• Collect and analyze weekly/monthly reports to evaluate strength and weaknesses of branch to improve performance.
• Recruit, select, and hire qualified employees.
• Conduct performance evaluations and recommend merit increases for branch staff.
• Coach, mentor, discipline, motivate and develop branch staff.
• Attend and participate in internal meetings and disseminate information to staff.
• Attend internal and external management meetings and represent the Credit Union at external functions and activities.

• Review and identify cost effective and efficient utilization of Branch resources.
• Ensure acceptable branch audit by ensuring compliance with established policy and procedures.
• Safeguard Member information and ensure confidentiality by following established policy and procedures.
• Perform teller transactions when needed and reconcile cash nightly.
• Open new accounts, process loan applications, approve loan applications, and fund loans, as needed.

• Recommend and implement policies and procedures.
• Draft correspondence for Member related inquiries.
• Participate in Credit Union committees.
• Perform special projects, research, and analysis as requested.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

1 – Assistant Branch Manager
1 – 6 Senior Member Service Representatives I and II
1 – 6 Member Service Representatives

MINIMUM QUALIFICATIONS:

• Thorough knowledge of modern sales management principles, practices, and techniques.
• Thorough knowledge of branch operations policies and procedures.
• Knowledge of business development methods and practices and program development.
• Skilled in the operation of office equipment including PC with word processing and spreadsheets software, intranet, and Internet access.
• Excellent leadership and problem solving skills.
• Excellent oral and written communication skills.
• Excellent organizational skills and ability to prioritize and successfully manage multiple tasks and deadlines simultaneously.
• Ability to work and act independently and confidentially, using discretion and tact.
• Ability to direct and supervise the work of others.
• Ability to influence and motivate others.
• Ability to analyze situations and recommend workable solutions.
• Ability to effectively research and report data.
• Ability to distinguish and manage confidential material and information.
• Ability to attend morning and evening meetings and events.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability and desire to work in a team environment.
• Demonstrated ability to cross-sell financial services products.

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors; majority of the time is spent standing or sitting at a desk.

A combination of education and experience equivalent to a bachelor’s degree in business administration, accounting, finance or closely related field and four years experience in management of financial services, sales, or operational management.

POSITION SUMMARY:

Responsible for the maintenance of The Redwood Group's web services, including the design, implementation, enhancement and monitoring of all Member website(s), RCU Online (home banking) and Intranet based applications. Collaborate with Marketing, IT, RCU Senior Staff, vendors and others to help ensure the maximum effectiveness, impact and results from The Redwood Group’s web delivery channels.

ESSENTIAL FUNCTIONS:

• Design and maintain The Redwood Group’s Member/potential Member website as directed.
• Review, seek approval and implement website content.
• Ensure online content for Member website meet web publishing standards, compliance, and other requirements.
• Work closely with Marketing to ensure effective support of current product promotions on websites.
• Work closely with all departments and branches of The Redwood Group to ensure effective communication via our websites of The Redwood Group's products and services.
• Research and review current and updated practices in the financial services industries and provide recommendations for updating and ensuring The Redwood Group’s websites are current, while maximizing the Internet and Intranet channel for our organization and implement recommendations upon approval.
• Design, develop and maintain The Redwood Group's employee Intranet.
• Provide online reports, documents, product information, and employee information through interrelated websites for convenient access.
• Gather and report usage statistic relevant to the Member website and employee intranet.
• Support websites for the suite of products related to additional business lines such as RCU Insurance and RCU Auto Services.
• Utilize vendor relationships to achieve maximum effectiveness and cost-effective products and services.
• Purchase and maintain corporate URLs
• Monitor and research web industry technology trends, and standards and recommend new technologies to management.
• Create images using Photoshop or similar applications.

• Manage the look and feel of RCU Online (Redwood Credit Union's Home Banking product) to adhere to established brand guidelines and other standards.
• Manage the design integration of 3rd party products into RCU Online (for example: RCU Bill Pay, VISA Online, eStatements, etc.)
• Manage the look and feel of new online products, enhancements and online applications

• Complete special projects as directed by the E-Commerce Manager.
• Regularly interact and communicate verbally and in writing with management and staff as needed.
• Participate in various committees to provide insight and feedback on web initiatives.

• Work with Techlink as needed to resolve issues and address other needs.
• Provide exceptional service to Members, volunteers, internal employees, and service providers.

• Manage certificates by working with vendors and implementing related software changes and configurations.
• Monitor key metrics and report performance statistics to management on an ongoing basis.
• Make recommendations for program changes and enhancements.

• Skill in the operation of a PC, use of the Microsoft Office application software, commonly-used Internet browsers and Internet browser-based applications.
• Familiar with system develop lifecycle and project management processes. Able to work successfully in an environment where these processes are utilized.
• Knowledge of website design, HTML and variants and JavaScript development.
• Ability to address HTML and scripting compatibility issues between different browsers and computing platforms.
• Ability to install, maintain, tune, analyze, and optimize websites.
• Ability to troubleshoot and diagnose problems as required.
• Ability to create web-based graphics consistent with the RCU brand using software programs such as Dreamweaver, Fireworks and PhotoShop.
• Ability to understand and contribute to functional design requirements and work with IT and others to translate them into technical design and development projects.
• Ability to coordinate a variety of activities simultaneously and prioritize work in concert with the E-Commerce Manager.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people as well as work effectively as a team player.

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 20 pounds.
• Ability to use a computer keyboard and calculator.
• Note: Work environment is indoors; majority of the time is spent sitting at a desk.

Education/Experience
A combination of education equivalent to a Bachelor's degree in Information Technology, programming, web services or a closely related field and four to six years of progressively responsible Webmaster experience. The experience should include website administration and the ability to resolve compatibility issues between different browsers and computing platforms. The experience should also demonstrate success in presenting engaging and consistent visual images through graphical design, layout technique, font uniformity and user interface optimization skills.

POSITION SUMMARY:

Position is responsible for supporting RCU financial and legal objectives by providing guidance on legal processes for bankruptcies relative to mortgages, consumer and business loans and Member accounts through research, preparation, analysis and communicating pertinent information.

ESSENTIAL FUNCTIONS:

• Compiles data on RCU accounts by monitoring and tracking activity and new developments.
• Advises on collection actions by gathering information on specific accounts in accord with how applicable laws pertain to each scenario and set of circumstances.
• Coordinates legal processes in consort with bankruptcy courts, attorneys, trustees and RCU departments.
• Determines best course of action by reading and interpreting legal documents, including pleadings. dockets, and loan papers, as well as borrower, trustee, investor and attorney correspondence.
• Prepares and expedites filing of reaffirmations for consumer loans so appropriate collection activity is taken.
• Determines when attorney action, advice or interpretation is needed by following RCU and RESPA guidelines.
• Advises on critical dates by communicating information and reviewing electronic court docket for updated case status.
• Prepares and channels pertinent information to outside legal counsel on matters needing their attention.
• Ensures timely and prudent action is taken on RCU loan and share holders by monitoring relationship of bankruptcy filings with Credit Union business interests.
• Achieves and maintains effective working relationships with Member attorneys and external attorneys working on behalf of RCU.
• Identifies and manages high risk issues as they arise with Member accounts.
• Ascertains bankruptcy status, utilizing internal department applications, and moving loans to the next step in the process.
• Initiates relevant searches by identifying applicable statutes, judicial decisions and codes.
• Compiles evidence and supporting information by by examining records, discovery documents, transcripts, libraries, and databases.
• Prepares legal documents by identifying forms and formats; producing text; proofreading; and maintaining document control system.
• Initiates legal action by arranging for notice and subpoena service.
• Maintains database by organizing document control; designing retrieval systems; summarizing, coding, and storing documents and updating system.
• Provides written and verbal responses to all parties involved in the bankruptcy process.

• Two to five years experience paralegal experience with emphasis on bankruptcies.
• High school diploma or equivalent.
• Paralegal certificate or equivalent experience.

• Comprehensive knowledge of laws, regulations, principles and processes related to bankruptcies in financial institutions, including the bankruptcy court rules and filing.
• Strong analytical/problem solving, communication, organizational and interpersonal skills.
• Meticulous attention to detail.
• Insight and judgment to initiate timely and appropriate action.
• Skill in the operations of a PC and use of the Microsoft Office software and Browser based applications.

• California Drivers License.