Houston Federal Credit Union

Manage and oversee call center operations, train staff, ensure customer satisfaction, and handle escalations and compliance. | Experience in call center management, strong interpersonal and communication skills, knowledge of financial services regulations, and ability to operate relevant office equipment. | Call Center Manager Houston Federal Credit Union Employment Type: Full Time Location: Onsite in Sugar Land, Texas Our History Originally chartered as Fluor Mid-Continent Employees Federal Credit Union, HFCU now has the strength of over $900 million in assets. We're strong enough to provide the full range of financial products and services that our members demand and desire, while providing exceptional service that's second to none. HFCU is a source of stability and strength because you, and thousands of members like you, have trusted us with your checking and savings, loans, investments, and more. Our Mission The Mission of Houston Federal Credit Union is to "Be our members' advocate by helping them achieve their dreams with personalized financial solutions". Our Mission Statement was adopted in February 2007. We are currently looking for a Call Center Manager to work in call center located in Sugar Land, Texas. This position is responsible for managing the Call Center. Ensures that member service objectives are well supported. Oversees the training of staff. Ensures that professional relations exist with members and that reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems. Stays current on trends in technology as related to functional areas of responsibility. Role: To ensure members and potential members receive fast, courteous, and accurate service on requests received by phone, fax, email and through the internet. Explains services, sets up new services, responds to problems, and directs members phone calls to the appropriate area. Trains and supervises other Call Center representatives. Essential Functions & Responsibilities: • Assists members and potential members with their telephone, fax, email and internet requests; answers questions about products and services and directs calls to the appropriate areas. Provides information for HFCU employees and assists with problems. Resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. • Schedules, trains, and monitors the work of Call Center Representatives; evaluates performance, prepares performance reviews, and recommends to management salary adjustments or disciplinary actions. • Receives and processes wire requests from members following established procedures. Acts as an approver for wires taken by Call Center representatives and other credit union employees. • Acts as the member's advocate in offering products and services. • Ensures that member account information is properly recorded on computer system and all paper documents are handled appropriately. • Identifies and makes recommendations to improve the department's operating methods and procedures. • Performs other duties as assigned. Performance Measurements: • To maintain a cohesive, highly trained and motivated staff, sufficient to meet the needs of the Credit Union. • To ensure the department processes member transactions with minimal errors and to member's satisfaction. • To provide training, development, support and leadership for all direct reports. Proactively promoting an advocacy culture within the department, both by example and training employees to identify the opportunities. • To achieve the agreed upon abandoned call rate and average time on hold for the department. • To accurately process wires requests following established procedures and meeting deadlines while limiting risk exposure. To exercise good judgment to minimize risk when approving wire requests taken by other credit union employees. • To complete performance reviews by due date. • To develop recommendations for cost efficiencies and enhancements to products, pricing, and processes by monitoring trends. • To note observations of employee performance into appropriate reporting tool, as well as, give to and receive feedback from employee on the same no later than 15 working days following each quarter. • Is responsible for compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures and regulations. Knowledge & Skills: • Experience: Three to five years of similar or related call center management experience in a credit union preferred. • Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program. • Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. • Other Skills: Must have good listening and communications skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information. • Must have qualities that are consistent with our CORE Values: • Integrity, Honesty, & Respect • Passion, Commitment & Enthusiasm • Seek Excellence in All We Do • Work Hard and Have Fun • Friendly Service and Superior Value This description is not a complete statement of all duties and responsibilities comprising the position. Come work with us! We provide all full-time employees a wide range of benefits offerings from medical, dental, vision, life insurance, accident, critical insurance, and hospitalization coverage. We also offer our full and part time employees 401(k) that includes an excellent company match. Come join our growing team today!

Support risk management activities including compliance, fraud, and legal claims processing, with a focus on security and loss prevention. | Requires 2-5 years of related experience, organizational skills, and proficiency with spreadsheets and communication, but does not match your senior-level cybersecurity and infrastructure expertise. | Risk Management Specialist Employment Type: Full-Time FLSA: Non-Exempt (Hourly) Role: Houston Federal Credit Union is looking for a responsible and professional individual who can support the Risk Manager and Vice President of Risk Management by providing assistance to staff and members where issues of security and loss are in question. This position will work in the main office located in Sugar Land, Texas. Essential Functions & Responsibilities: • Reviews, completes, and submits Currency Transaction Reports in a timely manner. • Responsible for reviewing and processing the daily Bank Secrecy Act reports. • Will contact share branch credit unions for evidence of possible CTRs completed at their credit union for HFCU members. • Must be able to complete and submit Suspicious Activity Reports in a timely manner. • Keep up and maintain credit union insurance policies. • Responsible for obtaining Certificates of Insurance or policy changes. • Conducts the RRQ annual for CUNA. • Responsible for reporting possible loss claims or legal claims. • Must be able to review, research, and process Verafin Fraud alerts on a daily basis. • Provides assistance to Member Service Representatives with fraud affidavits and requesting reimbursement for financial loss. • Responsible for reviewing, clearing, and submitting OFAC (314a). • Must respond to all 314(b) requests and saving the file electronically. • Responsible for processing subpoenas, receiverships, garnishments, liens and levies in a timely manner. • Will process member letters for garnishments. Responsible for notating the account with required alerts. • Candidate will need to be able to have knowledge in accessing the Tele Chex System to report accounts with lost or stolen checks. • Must check fraud investigations to include obtaining film and member follow-up, including filing police reports and following up with law enforcement. • Will research and process all identity theft cases to include saving all files electronically. • Other duties as assigned. • Must have qualities that are consistent with our CORE Values: • Integrity, Honesty, & Respect • Passion, Commitment & Enthusiasm • Seek Excellence in All We Do • Work Hard and Have Fun • Friendly Service and Superior Value Performance Measurements: • To provide timely, accurate and professional support to all employees and members. • To meet all required time deadlines for credit union subpoenas, liens and garnishments. • To prepare bond claim documentation accurately, follow established procedures and meet required deadlines. Make spreadsheets where applicable. • To maintain organized files for areas of responsibility and to file with accuracy. • To monitor the Verifin software entries and respond appropriately. • To maintain a dependable record of attendance and timeliness. • To keep management informed of issues related to areas timely and accurately. Knowledge and Skills: Experience: Two years to five years of similar or related experience. Prior experience in a credit union a plus. Education: A high school diploma or GED. Preferably an Associates Degree or higher. Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary. Other Skills: Excellent organizational and editing skills; typing skills utilizing Word; proficient with spreadsheets. Must be detail oriented and good with numbers. Must have good verbal and written communication skills.