Golden 1 Talent Acquisition Team

Lead projects from requirements to deployment, managing scope, schedule, budget, and stakeholder relationships. | Bachelor's degree or equivalent experience, 3-5 years of project management or 5-7 years in call center supervision, proficiency in Microsoft Office and project management tools, knowledge of credit union regulations. | TITLE: PROJECT MANAGER - MSCC STATUS: EXEMPT REPORTS TO: DIRECTOR - MSCC DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB 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

Review and audit loan applications and documentation to ensure accuracy and compliance, and communicate with dealerships and staff. | High school diploma, at least one year of lending or contract review experience, proficiency with clerical and computer skills. | JOB TITLE: Indirect Loan Processor I DEPARTMENT: Dealer Services Ops REPORTS TO: MGR – DLR SVCS OPS STATUS: Non-Exempt JOB CODE: 11222 GRADE: 15H PAY SCALE: $21.01 – $23.00 Hourly GENERAL DESCRIPTION: Receives, reviews, audits and disburses loan applications through the Credit Union Direct Lending program to maintain quality of program, ensure accuracy of loan information, and provide member and dealership satisfaction. TASKS, DUTIES, FUNCTIONS: Receive and audit appropriate paperwork sent from the vehicle dealerships. Research and identify missing information and communicate discrepancies with dealership personnel. Perform verifications on application data to ensure accuracy prior to funding. Ability to identify red flags in loan documentation in order to avoid potential fraud. Determine whether loan warrants disbursal as per Golden 1 established guidelines. 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. Fund appropriate monies to dealerships with the appropriate administrative fee. Assist department staff with gathering information and preparation of reports. Communicate and interact with department management and staff to provide information on loan status. Help in other areas within Lending as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: Prolonged sitting throughout the workday performing the job. Normal vision range required to read loan documents to determine status. Effective oral and written communication skill required to interact with dealerships, staff, and members to perform constructive follow-up. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum is required. EXPERIENCE: One year in a lending position performing contract review is desired. Appropriate related experience is acceptable. KNOWLEDGE/SKILLS: Clerical skills, telephone skills, credit reporting equipment, electronic banking equipment, ten key, facsimile machine skills, and personal computer filing skills. Close attention to details. PHYSICAL REQUIREMENTS: Prolonged sitting throughout the workday. Corrected vision in the normal range. Must possess sufficient manual dexterity to skillfully operate an on- line computer terminal and other standard office equipment, including a typewriter, if needed, calculator, personal computer, facsimile machine, and telephone. LICENSES/CERTIFICATIONS: None THIS JOB DESCRIPTION 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. 10/03/2025

Review and audit vehicle dealership paperwork, verify data accuracy, identify red flags, and ensure compliance with regulations. | High school diploma required; experience in lending or contract review preferred; clerical and computer skills necessary. | About the position Responsibilities • Receive and audit appropriate paperwork sent from the vehicle dealerships. • Research and identify missing information and communicate discrepancies with dealership personnel. • Perform verifications on application data to ensure accuracy prior to funding. • Ability to identify red flags in loan documentation in order to avoid potential fraud. • Determine whether loan warrants disbursal as per Golden 1 established guidelines. • 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. • Fund appropriate monies to dealerships with the appropriate administrative fee. • Assist department staff with gathering information and preparation of reports. • Communicate and interact with department management and staff to provide information on loan status. • Help in other areas within Lending as assigned. Requirements • Successful completion of High School curriculum is required. • One year in a lending position performing contract review is desired. Appropriate related experience is acceptable. • Clerical skills, telephone skills, credit reporting equipment, electronic banking equipment, ten key, facsimile machine skills, and personal computer filing skills. • Close attention to details. • Prolonged sitting throughout the workday. • Corrected vision in the normal range. • Must possess sufficient manual dexterity to skillfully operate an on- line computer terminal and other standard office equipment, including a typewriter, if needed, calculator, personal computer, facsimile machine, and telephone.

Respond to member inquiries, process transactions, and promote products/services in a contact center environment. | High school diploma or GED, 1+ year customer service experience, bilingual skills a plus, ability to work with multiple computer systems. | TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE I STATUS: NON-EXEMPT REPORT TO: MSCC SUPERVISOR DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB CODE: 1101 PAY SCALE: $21.00 - $21.00 HOURLY GENERAL DESCRIPTION: The Member Service Representative I is an energetic and goal-oriented individual who has a passion for service excellence. As a team member you are eager to build strong long-term relationships through the servicing of Golden 1 members in a professional, efficient, respectful manner providing a positive member experience. The MSR I responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member. Identify, investigate, and resolve basic member concerns, digital support as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information accurately. Achieve performance standards commensurate to grade level with phone efficiency and quality in a fast-paced environment. Appropriately identify solutions to address/resolve members’ inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. Demonstrate 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. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures, and systems for Member Service Representative I functions. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services. Complete Regulatory Training Modules as required. Model Golden 1 core values Integrity, Reliability, Inclusion and Service Excellence. 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 ensure exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of management and staff. EXTERNAL: Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE: One year customer service experience and/or six months’ financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE / SKILLS: Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level in call volume, phone efficiency and Quality. Assurance. Skill testing related to product knowledge. Knowledge of intranet/internet. Bilingual skills a plus - English/Spanish. Aptitude for learning a variety of computer systems and using technology to solve member issues. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. 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. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine, and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. *Our Member Service Contact Center team’s operating hours are Monday through Friday 7:20am to 6:30pm and Saturday 8:30am to 5:00pm. Schedules are assigned based on business needs and are subject to change. LICENSES / CERTIFICATIONS: None THIS JOB DESCRIPTION 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. 12/4/2025

Respond to member inquiries, resolve issues, and promote products in a credit union contact center. | High school diploma or GED, 1+ years customer service experience, bilingual in English and Spanish a plus, ability to navigate multiple systems. | TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE II STATUS: NON-EXEMPT REPORT TO: MSCC SUPERVISOR DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB CODE: 1104 PAY SCALE: $22.50 HOURLY Must have contact center experience with banking experience being a plus GENERAL DESCRIPTION: This Member Service Representative II is an energetic and goal-oriented individual who has a passion for service excellence; providing exceptional service, utilizing effective call handling techniques to create a positive and memorable experience. The MSR II responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The MSR II effectively navigates software applications and simultaneously works on multiple screens while resolving member concerns. The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance. Learn and retain an exceptional working knowledge of products and services. Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment. Demonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency. Demonstrate 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. • Demonstrate superior product knowledge recommending products/services to meet the member’s needs. Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information efficiently and accurately. Educate members on products in an effort to retain and enhance member loyalty. Maintains ownership with the majority of their calls, requiring minimal guidance from Support. Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation. Assist members with Online /Mobile Banking complex issues and Mobile Wallet set-up. Ability to open Sub shares. Complete Regulatory Training Modules as required. Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion. 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 ensure exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of management and staff. EXTERNAL: Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE: One year customer service experience in a contact center environment and/or 2+ years financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE / SKILLS: Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level with efficiency and quality. Skill testing related to product knowledge. Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting. Ability to effectively and efficiently utilize all systems required to open new sub accounts. Ability to demonstrate good decision making and obtaining guidance for situations as needed. Knowledge of intranet/internet. Aptitude for learning a variety of computer systems and using technology to solve member issues. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Bilingual skills a plus - English/Spanish. 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. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine, and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. *Our Member Service Contact Center team’s operating hours are Monday through Friday 7:20am to 6:30pm and Saturday 8:30am to 5:00pm. Schedules are assigned based on business needs and are subject to change. LICENSES / CERTIFICATIONS: None THIS JOB DESCRIPTION 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. 12/4/2025

Assist members with inquiries, process transactions, and promote products in a call center environment. | High school diploma or GED, 1+ year customer service experience, bilingual in English and Spanish preferred. | TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE I STATUS: NON-EXEMPT REPORT TO: MSCC SUPERVISOR DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB CODE: 1101 PAY SCALE: $21.00 - $21.00 HOURLY GENERAL DESCRIPTION: The Member Service Representative I is an energetic and goal-oriented individual who has a passion for service excellence. As a team member you are eager to build strong long-term relationships through the servicing of Golden 1 members in a professional, efficient, respectful manner providing a positive member experience. The MSR I responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member. Identify, investigate, and resolve basic member concerns, digital support as well as process and complete member transactions in a timely and efficient manner. Identify and report fraudulent activity to prevent potential loss to Credit Union. Update member and Credit Union account information accurately. Achieve performance standards commensurate to grade level with phone efficiency and quality in a fast-paced environment. Appropriately identify solutions to address/resolve members’ inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. Demonstrate 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. Monitor and comply with all established security, internal audit, and applicable government policies and regulations. Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures, and systems for Member Service Representative I functions. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services. Complete Regulatory Training Modules as required. Model Golden 1 core values Integrity, Reliability, Inclusion and Service Excellence. 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 ensure exceptional member experience. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: All levels of management and staff. EXTERNAL: Members, potential members, peers in other departments or branches. QUALIFICATIONS: EDUCATION: Successful completion of High School curriculum or GED. Some college preferred, not required. EXPERIENCE: One year customer service experience and/or six months’ financial services experience. Member relationship building experience preferred, not required. KNOWLEDGE / SKILLS: Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background. Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers. Must be able to multi-task and work independently. Meet performance standards commensurate to grade level in call volume, phone efficiency and Quality. Assurance. Skill testing related to product knowledge. Knowledge of intranet/internet. Bilingual skills a plus - English/Spanish. Aptitude for learning a variety of computer systems and using technology to solve member issues. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. 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. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine, and telephone. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. *Our Member Service Contact Center team’s operating hours are Monday through Friday 7:20am to 6:30pm and Saturday 8:30am to 5:00pm. Schedules are assigned based on business needs and are subject to change. LICENSES / CERTIFICATIONS: None THIS JOB DESCRIPTION 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. 12/4/2025