Job Openings

Thank you for your interest!

We consider applications for all positions without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected status. Due to the nature of the financial industry, complete honesty is an absolute requirement for working at the Credit Union. Since work at the Credit Union may involve dealing with large sums of money and with confidential information concerning our member's personal matters, it is necessary that we have employees who have integrity and will maintain the confidentiality that is required in such an environment. Any individual who does not abide by the intent of this statement will be subject to dismissal. Applications will be active for 60 days. After that period, if you wish to be considered for employment, it will be necessary to reapply and fill out a new application.

Call Center Manager in Milwaukie, Oregon - Hours: 7:15 a.m. to 4:00 p.m. - Monday to Friday

The Contact Center Manager is responsible for the day-to-day oversight and management of the Contact Center Department. This position manages a team dedicated to inbound and outbound member call support, member e-mail correspondence, online membership applications, and Interactive Teller Machines.  The Contact Center Manager ensures the department follows established procedures, processes and workflows while ensuring an outstanding member experience that aligns with our mission, “P” Values, and internal service philosophy.  Analyze member feedback to meet established performance metrics. 

This individual is responsible to ensure department activities contribute to sustainable and profitable growth by encouraging greater use of Providence FCU products and services to increase member convenience and loyalty.  The Contact Center Manager will partner routinely with key internal and external partners to build and sustain consistent and integrated cross-functional systems, technology and knowledge with frontline management through the organization and ensure ongoing support for our commitment to an exceptional member experience.

ESSENTIAL FUNCTIONS:

  • Oversee and manage the day-to-day activities of the Contact Center to achieve a consistent and successful service and growth culture aligned to the goals and objectives for the credit union. Monitor workflows across multiple delivery channels and provide leadership and support for complex member requests, approvals, and exceptions.  Train and coach staff to deliver products and services to serve the needs of the member.  Observe and analyze department and individual performance, provide feedback and assistance to staff and create and implement action plans to address areas identified for correction.
  • Ensure policies, practices, and systems are developed and implemented using a member-driven and member-friendly focus to enhance the member experience and product/service growth within safe and sound business practices.  Continuously review and validate procedures and practices to ensure an operational environment that is consistent within various service channels available.  Establish department and staff production and performance targets for efficiency, service, quality and compliance.  Stay current on market conditions, regulatory changes, and risk assessments for program, policy, and procedure as needed.
  • Stay current on all products and services offered by the credit union and competitor trends in designing and managing an effective Contact Center. Ensure staff members are educated routinely on products and services and empowered to identify and fulfill the financial needs of the membership. Utilize employee and member feedback to work cross functionally with internal partners on creating and executing product and sales initiatives and growth strategies.  Serve as a project liaison for the Contact Center on key corporate projects that impact the Contact Center.
  • Hire and train qualified staff. Evaluate and coach staff on member service, manage performance for continuous improvement. Assign goals and objectives to staff, report monthly productivity and efficiency results to staff and management. Support a positive environment of productive teamwork and collaboration.  Partner with HR and management on employee matters as appropriate.

  • Maintain thorough knowledge of product and service programs, policies, procedures and regulatory requirements, demonstrating a commitment to professional ethics and complying with all Federal and State requirements.  

Education, Training & Experience (includes licenses or certifications): 

  • Bachelor’s degree with concentration in a related field or equivalent in work experience required. 
  • Minimum of five years of supervisory or manager level experience in the financial services industry with demonstrated successful track record in managing projects to deadlines, organizing and prioritizing activities, and maintaining a thorough knowledge of a variety of financial services, products and delivery channels.
  • Call center management experience is preferred, including a thorough understanding of e-commerce and telephony support best practices.
  • Experience in developing and managing to activity-based staffing models, objective performance measures and reporting systems is desired.  

Knowledge, Skills & Abilities: 

  • Well-developed analytical skills and highly effective project and time management skills.
  • Proficient with Microsoft Office Suite, including Excel and Word
  • Ability to conduct needs assessments, identify problems, develop solutions and take appropriate course of action.
  • Ability to manage a high volume, high performance, member-driven centralized call center environment using initiative and strong organizational skills.
  • Ability to develop well supported recommendations for policy and procedures which enhance the member experience and program success is desired.
  • Well-developed interpersonal, communication, and member service delivery and service recovery skills. 
  • Demonstrated proficiency in change management and the ability to inspire others to develop and grow their skills during times of uncertainty.
  • Ability to handle complex member account analysis and decisions that fall outside of standard models, making sound override and exception decisions.
  • Excellent written and verbal (face-to-face and phone) communication and negotiation skills including professional grammar and demeanor.
  • Strong analytical and effective time management skills with attention to detail, planning, prioritization and follow-up. 
  • Proficient with Microsoft Office, including Excel and Word

Schedule: Full-time

Shift: Day

Job Category: Member Services

Location: Oregon-Milwaukie

Please click the following link to apply for the position http://bit.ly/2l5IWx7

Member Service Representative II Portland, Oregon - Hours: 7:15 a.m. to 4:00 p.m. - Monday to Friday

St. Vincent Medical Center Branch

Member Service Representative II provides a seamless delivery of member service from routine to complex issues by assisting in a branch environment. The role will initiate sales, process routine transactions, open new accounts and take loan applications. The MSR II utilizes their thorough knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service.

Principal Duties And Functions (* indicates essential functions):

  • Perform all responsibilities in accordance with Providence FCU competencies, compliance, regulatory and information protection requirements.
  • Deepen and retain member relationships utilizing a relationship building approach to ensure the full experience cycle is achieved.
  • Provide notary services with Providence FCU membership.
  • Ensure all members receive prompt, efficient, courteous, and professional service and that member problems/complaints are resolved promptly and courteously, with follow through resolution.
  • Conduct thorough interviews by completing applications and the necessary documentation for existing and new members.
  • Develop new member relationships through existing member referrals by providing members with excellent service. Actively participate in all relationship management and service related activities, goals and responsibilities as requested.
  • Cross train for loan processing duties, serve as backup when needed
  • Work with members to identify their financial goals and to find ways of reaching those goals
  • Consistently achieve individual loan growth and deposit growth goals
  • Interview members and non-members to obtain information for loan and new member applications and to answer questions about the process
  • Explain to members the different types of loans, credit, deposit options that are available, as well as the terms of those services
  • Deepen member relationships by determining member needs and promoting and cross-selling credit union products and services
  • Communicate loan decisions and conditions to members
  • Adhere to federal and state regulations, credit union policies, and other compliance obligations
  • Sign and fund loans and member deposit documents accurately and in a timely manner
  • Participate in required meetings and training
  • Handle Member complaints and take appropriate action to resolve them
  • Provide our internal and external members excellent member service
  • Perform other duties as assigned or needed
  • Perform general secretarial tasks, typing / filing as needed

Education, Training & Experience (includes licenses or certifications): 

  • High school graduate or GED equivalent.
  • 1-3 or more years of experience selling and processing loans. Prior Credit Union experience highly desired.
  • Must possess one or more of the following: Prior credit union or financial services experience; Accounting background; 1-5 years (minimum) prior employment in a customer service position that required cash handling.
  • Continued participation in lending classes and/or workshops to further job knowledge as necessary
  • Must be registered with NMLS Federal Registry
  • Must be bondable.

Schedule: Full-time

Shift: Day

Job Category: Member Services

Location: Oregon-Portland

Please e-mail your resume to Assistant Operations Manager, Mark Gonzalez at mgonzalez@providencecu.org

Member Service Representative II Portland, Oregon - Hours: 7:15 a.m. to 4:00 p.m. - Monday to Friday

Providence Office Park II Branch

Member Service Representative II provides a seamless delivery of member service from routine to complex issues by assisting in a branch environment. The role will initiate sales, process routine transactions, open new accounts and take loan applications. The MSR II utilizes their thorough knowledge of credit union products, including consumer loans, lines of credit, and deposit products, to provide excellent member service.

Principal Duties And Functions (* indicates essential functions):

  • Perform all responsibilities in accordance with Providence FCU competencies, compliance, regulatory and information protection requirements.
  • Deepen and retain member relationships utilizing a relationship building approach to ensure the full experience cycle is achieved.
  • Provide notary services with Providence FCU membership.
  • Ensure all members receive prompt, efficient, courteous, and professional service and that member problems/complaints are resolved promptly and courteously, with follow through resolution.
  • Conduct thorough interviews by completing applications and the necessary documentation for existing and new members.
  • Develop new member relationships through existing member referrals by providing members with excellent service. Actively participate in all relationship management and service related activities, goals and responsibilities as requested.
  • Cross train for loan processing duties, serve as backup when needed
  • Work with members to identify their financial goals and to find ways of reaching those goals
  • Consistently achieve individual loan growth and deposit growth goals
  • Interview members and non-members to obtain information for loan and new member applications and to answer questions about the process
  • Explain to members the different types of loans, credit, deposit options that are available, as well as the terms of those services
  • Deepen member relationships by determining member needs and promoting and cross-selling credit union products and services
  • Communicate loan decisions and conditions to members
  • Adhere to federal and state regulations, credit union policies, and other compliance obligations
  • Sign and fund loans and member deposit documents accurately and in a timely manner
  • Participate in required meetings and training
  • Handle Member complaints and take appropriate action to resolve them
  • Provide our internal and external members excellent member service
  • Perform other duties as assigned or needed
  • Perform general secretarial tasks, typing / filing as needed

Education, Training & Experience (includes licenses or certifications): 

  • High school graduate or GED equivalent.
  • 1-3 or more years of experience selling and processing loans. Prior Credit Union experience highly desired.
  • Must possess one or more of the following: Prior credit union or financial services experience; Accounting background; 1-5 years (minimum) prior employment in a customer service position that required cash handling.
  • Continued participation in lending classes and/or workshops to further job knowledge as necessary
  • Must be registered with NMLS Federal Registry
  • Must be bondable.

Schedule: Full-time

Shift: Day

Job Category: Member Services

Location: Oregon-Portland

Please e-mail your resume to Assistant Operations Manager, Mark Gonzalez at mgonzalez@providencecu.org