Careers

The Call Center Representative, under the direction of the Call Center Manager and the Chief Marketing Officer, is responsible for managing all incoming member communications and completing a wide range of back-office account maintenance and transactional support tasks. This role ensures exceptional service delivery and promotes our Credit Union’s products and services.

The Call Center Representative will:

• Respond to and assist members via incoming phone calls.
• Receive and address electronic member communications, including emails and online messages.
• Provide support for electronic statements and assist members with enrollment and troubleshooting.
• Assist with share and loan transactions, including payments by phone
• Update member account records as necessary.
• Resolve online banking issues, including Bill Pay, financial institution transfers, and account setup.
• Address member inquiries and concerns related to debit cards.
• Process account closures submitted via email.
• Renew share certificates and maintain accurate associated records.
• Maintain thorough knowledge of all Credit Union products and services.
• Promote and cross-sell Credit Union products and services to members.
• Provide members with NADA vehicle values as needed.
• Perform additional duties as assigned by the supervisor.

The Call Center Representative must:

• Demonstrate proficiency with the Credit Union’s phone system.
• Be comfortable navigating and using Symitar.
• Show willingness to learn and adapt to new Credit Union products, services, and technologies.
• Communicate clearly and professionally, both verbally and in writing, with members and staff.

The Call Center Representative is expected to:

• Work under the guidance and leadership of the Call Center Manager.
• Demonstrate loyalty, professionalism, and cooperation with management and team members.
• Refrain from participating in workplace gossip.
• Conduct personal business and financial matters in a manner that does not interfere with job performance or reflect negatively on the position or Credit Union.
• Maintain a professional and businesslike appearance in accordance with the AUCU dress code.

Candidates must possess:

• An understanding of the Credit Union’s mission, operations, philosophy, and objectives.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Strong oral and written communication skills.
• Excellent organizational and time-management abilities.
• The ability to work both independently and under supervision.
• A working knowledge of credit policies and procedures.
• A general understanding of accounting principles.
• Strong typing skills and the ability to perform mathematical computations related to loan amortization, interest comparisons, and dividend calculations.
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Experience

• High school diploma or equivalent required
• 2 Years of member service experience or call center experience desired

The Consumer Loan Officer will be responsible for handling Consumer and Mortgage loan applications submitted primarily in person, as well as by telephone and online, as needed. The successful candidate will provide exceptional member service to members while adhering to established lending policies and procedures.

Essential Functions

• Interviews and assists members with applications for loans and Credit Union services.
• Receives and screens telephone calls and makes outbound sales calls as time permits.
• Cross-sell Credit Union products and services as appropriate.
• Ensures that services are provided in accordance with established Credit Union policies and are legally compliant. Ensures interviews and service requests are properly documented.
• Calculates terms, finance charges, debt protection, etc., on loans for proper disclosure on promissory notes.
• Receives, reviews, and processes related paperwork and refers all loan applications to the Loan Underwriter.
• Follows up on paperwork to ensure its completeness and accuracy.
• Prepares paperwork for loan closings and schedules closing with the member in accordance with Credit Union policies and procedures.
• Completes loan processing duties in accordance with established policies, procedures, and regulations.
• Meets and exceeds monthly sales goals for loan volume, product sales, and call goals.
• Audits loan packages for accuracy and ensures that all loan documents are updated and provided to the internal auditor.
• Prepares miscellaneous documents and reports and maintains related records.
• Addresses members’ requests and questions promptly and courteously. Answers member questions pertaining to promotions, loans, balances, and payoffs.
• Keeps members properly informed of Credit Union policies and procedures.
• Completes records and reports promptly and accurately.
• Attends and participates in meetings as required.
• Other miscellaneous duties as required or assigned to include processing requests for payment books, make loan adjustment corrections as needed, account research, etc.
• The essential job functions of this position will continually evolve due to the constant changes in credit union processes and the addition of new services to the organization's portfolio.

Competencies

• The candidate should possess the capability to comprehend and execute detailed instructions that require basic problem-solving skills involving a limited number of variables.
• Must be able to proficiently use the Credit Union's phone and core system.
• Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs.
• The skill to proficiently convey information using complex sentence structures, correct word order, and a diverse range of vocabulary, while utilizing both present and past tenses.
• Must be willing to learn and adapt to new products and services within the Credit Union.

Improvements

• Keep informed and up to date on credit union trends and changes by reading management directives and current news releases regarding credit unions. 
• Stay apprised of recent lending regulations and AUCU policies and guidelines. 
• Seek general educational advancements in the field of lending.

Relationships

• Work under the supervision and leadership of the Chief Lending Officer.
• Demonstrate loyalty to the organization and co-operation with management and employees.
• Develop a confidential relationship with the membership and sensitivity to their needs.
• Avoid gossip.
• Conduct personal business and personal finances as not to interfere or reflect on this position in a negative manner.

Essential Functions

Essential functions are defined for purposes of the Americans with Disabilities Act as the functions that the individual who holds the position must be able to perform unaided or with the assistance of reasonable accommodation. 

Qualifications

• Has a National Mortgage Licensing System (NMLS) database number.
• Associate’s degree or relevant experience.
• Understanding of loan products and services.
• Knowledge of loan processing functions and related requirements and procedures.
• Knowledge of State requirements for perfecting liens.
• Have knowledge of Credit Union rules and regulations.
• Proficiency with MS Office products, including Word, Excel and PowerPoint.
• Excellent oral and written communication skills.Strong planning and organizational skills.
• Ability to handle multiple projects simultaneously, work independently and under minimum supervision.
• Previous banking experience preferred
• Minimum 3-5 years related experience

The Consumer Loan Officer for the Lending Department will be a crucial member of the Credit Union's lending team and will play a key role in providing excellent member service to members. The successful candidate will have a strong work ethic, attention to detail, and the ability to work independently in a fast-paced environment

Member Service Representative - Montgomery, AL

Member Service Representatives are responsible for accurately processing financial transactions and serving as an effective source of information for members at the branch, drive-thru window, or by telephone. Can assist members with their financial needs by servicing transactions, counseling on product selection or use, opening new accounts, and processing consumer loans. Proactively seeks out cross-training opportunities to better assist members. Provides friendly, professional, and confidential assistance to members, promoting positive member experience.

Major Duties and Responsibilities

• Processes transactions, answers inquiries, and resolves problems or discrepancies with member accounts. Obtains and accurately records information required for the provision of services. Conducts thorough examination to verify information, member identification and document legality and ensures confidential information is protected and secured. Accurately records transactions and reconciles teller and branch totals.
• Maintains knowledge and thorough understanding of credit union processes, products and services to effectively assist members.
• Proactively identifies and recommends products and services to benefit the member. Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them. Maintains knowledge of product and service offerings. Demonstrates customer service skills, attentiveness, tact, and diplomacy in dealing with members and co-workers.
• Works actively toward individual, branch, and credit union goals while ensuring quality service is provided.
• Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner.
• Complies with operations and security procedures. Maintains customer confidence and protects credit union operations by maintaining confidentiality.
• Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience Required

Up to 6 months of similar or related experience, including time spent in similar or preparatory positions.

Education Required

High School or better

To apply, please complete the Employment Application Form and email your application and resume to careers@myAUCU.org.

The Mortgage Loan Processor is responsible for managing the processing of commercial and residential mortgage loans from application through closing, ensuring accuracy, regulatory compliance, and timely communication with all parties involved.

Essential Functions

A. Daily

1. Check in CLO/LO for real estate loan pipeline updates and instructions. 

2. Review and manage the active loan pipeline to ensure all files are progressing toward closing within established timelines.

3. Collect, review, and organize loan application documentation including income verification, tax returns, bank statements, credit reports, and entity documents for commercial loans.

4. Create and set up new loans within the Loan Origination System (LOS).

5. Analyze borrower financial data for completeness and consistency, calculating income, debt-to-income ratios, and loan-to-value ratios prior to underwriting submission.

6. Run projections and calculations in Symitar.

7. Prepare Loan Estimates and approval packets in compliance with TRID regulations.

8. Coordinate with attorneys to prepare and deliver Closing Disclosures within required TRID timelines.

9. Prepare all mortgage closing documents including promissory notes, cash flow statements, flood insurance agreements, and property/ad valorem tax disclosures. Order flood determinations, tax tracking, and credit reports within TRID timelines.

10. Order and manage appraisals and AVMs for property valuations; coordinate with the appraisal management company for status updates.

11. Coordinate with attorneys to order title work, provide supporting documentation, resolve title issues, and schedule closings.

12. Prepare Ten-Year Extension HELOC Agreements as needed.

13. Input HMDA data into the LOS core system.

14. Prepare accurate real estate loan payoff quotes.

15. Prepare Ongoing ARM Interest Change Notices and Title Guarantee letters as needed.

16. Complete account verification forms as needed.

17. Communicate loan status updates to borrowers, Loan Officers, attorneys, and vendors.

18. Perform all other duties assigned by supervisors.

B. Monthly

1. Process monthly invoices related to real estate transactions.

2. Review upcoming rate changes and prepare rate change letters for clients.

C. Quarterly

1. Review pipeline with Loan Officers and monitor HMDA data integrity.

2. Stay current on state and federal regulations related to real estate lending.

3. Complete required Threat Awareness coursework and testing.

D. Annually

1. Perform review, edits, and submission of the HMDA file to the Federal Reserve Board by annual deadline.

2. Review the annual CFPB Filing Instruction Guide and related regulations.

3. Complete required BSA/AML training and testing.

Controls

• Proofread all loan files, correspondence, and documentation prior to submission or distribution.
• Maintain organized, complete loan files in accordance with regulatory and audit requirements.
• Ensure all loan processing activity adheres to TRID, RESPA, HMDA, ECOA, and applicable federal and state lending regulations.

Professional Development

• Stay current on mortgage lending regulations, processing best practices, and industry trends.
• Maintain working knowledge of commercial and residential underwriting guidelines.
• Keep informed on credit union industry developments, legislation, and regulatory changes.
• Pursue ongoing professional development in mortgage lending or financial services.

Relationships

• Work under the supervision and leadership of the Chief Lending Officer.
• Demonstrate loyalty to the organization and cooperation with management and employees.
• Maintain strict confidentiality of all member and loan file information, sharing only as authorized.
• Conduct personal and financial affairs in a manner that does not negatively reflect on this position.
• Avoid gossip.

Essential Functions

Essential functions are defined for purposes of the Americans with Disabilities Act as the functions that the individual who holds the position must be able to perform unaided or with the assistance of reasonable accommodation. 

Qualifications

• Minimum of 1–3 years of experience.
• Associate’s degree or relevant experience.
• Knowledge of credit union rules and regulations.
• Proficiency with MS Office products, including Word, Excel, and PowerPoint.
• Strong planning and organizational skills.
• Ability to handle multiple projects simultaneously, work independently and under minimum supervision.
• Previous banking experience preferred.
• Excellent oral and written communication skills