Careers

Essential Functions & Responsibilities:

60% - Assist with the client service initiatives and tactics including but not limited to the client service helpdesk and call center, being the first point of contact for client support, troubleshoot and assign incidents appropriately including working with third parties as needed, coordinate regular client meetings such as status calls ensuring they are satisfied. Act as main point of contact for complaints and escalate issues as appropriate. Handle quality assurance and provide regular reports for client service and call center support performance.

15% - Build and maintain relationships with key employees among clients including parent company.

15% - Assist in product demos and training for clients.

10% - Assist in creating strategic plans to anticipate and address clients business need including but not limited to up-sell or cross-sell to increase sales.

Performance Measurements: 

1. To provide effective communication and exceptional client service.
2. To advocate for the client by understanding their business needs and articulating that to the development and SQA teams.
3. To provide support to the QA team when needed by testing applications.
4. To display a technically-savvy aptitude and be motivated to work in a fast-paced environment/adaptive to change.

Knowledge and Skills:

Experience: Two years of B2B client facing software experience, two years of financial institution call center experience and/or a combination of both preferred. Experience in .NET open source development platform, C# programming language and Power BI preferred. Proficient in Microsoft including but not limited to: Word, Excel, PowerPoint, SharePoint, Forms.

Education: A high school education or GED.

Interpersonal Skills: Work normally involves contact with persons beyond immediate associates generally regarding routine matters for purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information. Must demonstrate analytical, problem solving, interpersonal skills and effective communication.

Other Skills: Must be able to deliver exceptional client experiences and service. Ability to speak and communicate in an articulate manner in person over the phone and by email. Promote and display a positive, can-do attitude. CRM experience such as SalesForce a plus.

Work Environment: Must be able to work in a fast paced, resource-shared environment with the ability to be flexible and adaptable to team and client priorities including urgent and critical matters.

Provide administrative support to collection staff, enabling them to focus on core responsibilities of their jobs.

Oversee the CPI (Force Placed Insurance) program including assisting members directly with proof of insurance, updating loan information, processing CPI weekly cycle reports (Claims, refunds and add files). Process total loss and GAP claims including, working directly with members and insurance companies to file/update claim information, executing letter of guarantees, submitting GAP claims, processing/posting insurance payments, ordering and releasing titles. Process Debt Cancellation (Death Benefit and/or Disability benefit) claims including but not limited to filing of necessary paperwork, gather documents, submit claims and post applicable claim payments. File and post repo claims (skip, damage and fee claims) and post repo invoices to loan. Process all product cancellations (GAP, Warranty, Debt Cancellation products) including, appropriate loan file maintenance and processing required cancellation paperwork.

Experience: One year to three years of similar or related experience.

Education: A high school education or GED. Must be knowledgeable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Interpersonal Skills:Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.

Other Skills:Excellent organizational and time management skills; typing skills at or above the 75 percentile in speed and accuracy; proficient with spreadsheets.

EOE

Role:
An External Mortgage Loan Originator (EMLO) provides professional mortgage services to borrowers and non-members related to financing the purchase of residential real property and the refinancing of existing mortgages secured by residential real property. EMLOs work independently making sales calls on Realtors, Builders, Financial Planners, or other sources including referrals from members of FSCU clients. Other typical referral sources with whom an EMLO will seek to develop business relationships, include land developers, real estate attorneys, accountants, insurance agents, financial consultants, real estate appraisers, and banks. They will be based in a FSCU branch (to be determined). Employee will be hired as a FSCU employee and become licensed with NMLS and State of Texas within 60 days from start date.

Essential Functions & Responsibilities:
60% - Interview, process and close mortgage loans by collecting appropriate documentation from each applicant and delivering mortgage loan packages in the time frames set by management.

5% - Develops and maintains rapport with buyers in the secondary market and assists in the selling of mortgage loans in this market as stipulated by policy.

5% - Performs other job related duties as assigned.

5% - Coordinates mortgage loan training and education for the staff.

5% - Works with the marketing staff in developing mortgage loan promotions.

5% - Develop referral contacts (realtors, builders, professional and personal contacts).

5% - Maintain knowledge of available loan products, processing procedures, and underwriting and general departmental guidelines.

5% - Manage pipeline for all originated loans through closing and complete required management reports.

5% - Communicate with branches and/or applicants of providing timely updates and progress reports.

Performance Measurements:
1. Ensure the department is providing professional, timely, personal service to all members and
associates by responding to all messages and correspondence within 4 hours.
2. Develop and maintain a highly qualified staff possessing maintaining knowledge of all mortgage
products and rates both with the credit union and the industry as a whole, sufficient to meet the
daily lending demands for members.
3. Ensure all mortgage lending activity is in compliance with established policies. procedures, rules
and regulations.
4. Ensure the department meets or exceeds 100% of established goals.
5. Keep management informed regarding key operational issues affecting the department.

Knowledge and Skills:
- Experience: One year to three years of similar or related experience
- Education: NMLS required training and licensed in the state of Texas and perhaps other states as company expands.
(1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
- Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
- Other Skills:
A. Knowledge of the secondary market and experience with first and second mortgage residential real estate lending; must have proven track record of selling and servicing loans.
B. Must have working knowledge of regulations affecting mortgage lending.
C. Must have good communication skills.
3. Must have working knowledge of Loan Origination Systems in general, as well as spreadsheets and word processing software; be able to use PC and general office equipment including 10-key calculator.
- Physical Requirements: While performing the duties of the job, the employee is regularly required to:
-position self to move about the work area
-reach, grab, sort
-communicate in person and via telephone with others
-identify and recognize small font communication
-ability to transport a minimum of 10 pounds

This position delivers superior service to First Service members at all times. The ideal candidate will present a positive, efficient and professional front line atmosphere; leaving the member with the feeling they are our number one priority. He or she should treat all internal and external members with respect and courtesy.

Experience: Up to six months of experience in the banking industry and/or cash handling experience.

Education: A high school education or GED. Must be knowledgeable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Analytical ability to quickly assess member’s financial needs and offer solutions.

This position is responsible for maintaining, modifying and testing changes to existing software programs and products using object-oriented design methodologies and product specifications to develop and enhance software products, components or modules.

Experience:  Three to Five years of similar or related experience. Strong skills in .NET web application programming, SQL database management, ASP.NET, MVC, C#, HTML5, CSS3, Web API, Entity Framework, JavaScript, JQuery, Bootstrap, and MySQL.

Education:  Bachelor’s Degree or equivalent related experience.

Interpersonal Skills:  Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Role: To schedule loan closing; to complete Pre and Post Closing Duties.

Essential Functions & Responsibilities:
10% - Reviews approved mortgage loans to determine conditions that must be met prior to closing.

10% - Order/Types closing documents and delivers to TRID Closing Disclosure to Title for their portion prior to CD being delivered to the Member/Borrower for acknowledgment 3 days before loan closes.

10% - Review and approve HUD1/HUD1a

10% - Orders wires for funding, reviews Funding Conditions and authorizes funding with title for disbursement.

10% - Calls borrower, real estate broker, and/or title company to request specified and required documents.

10% - Package and ship loan files to investors, follow up with Post Closing.

10% - Assembles documents for delivery to title company.

10% - Answers questions regarding closing requirements.

10% - Verifies accuracy and consistency of specifications required for closing/funding documents.

5% - Records loan information in log and on government reporting forms.

5% - Performs other job related duties as assigned.

Performance Measurements:
1. To ensure accuracy of documentation with zero errors.
2. To organize and complete member loan documents for delivery to title company, lender and investor.
3. To provide informed, professional and accurate service and support to all members and associates.
4. To ensure closing is within 2 days of delivery to title company.
5. To follow up on 5-10 pending files per week to ensure timely closing.
6. To prepare 5-10 files per week for closing.
7. To troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

Knowledge and Skills:
- Experience: Three years to five years of similar or related experience.
- Education: (1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
- Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

This position provides prompt responses to client calls and emails to the service desk with a commitment to overall client satisfaction, by gathering pertinent information related to the problem.
This role also provides support to SQA and Client team by creating tickets regarding change requests, bug fixes and also provides updates to clients on outstanding service requests.

Experience: Two years of Technical Support/Help Desk experience. Understanding of modern web browsers, browser add-ons, browser settings, and their supporting technology.

Education:A high school education or GED or higher.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

To maintain, modify and test changes to existing software programs and products. Uses object-oriented design methodologies and product specifications to develop and enhance software products, components or modules.

Essential Functions & Responsibilities: 

Responsible for developing, modifying, maintaining and testing ExtJS scripts, Java batch programs, Jaspersoft reports, .NET applications, relational databases. Assists users in solving system problems and trains users in system operations. Understand assigned user departments' duties, information systems, and underlying data, and successfully design and develop procedures, reports and extracts as requested in a timely manner according to department standards. Work with various departments, gather requirements, design, implement and test UI script, batch script and/or complex applications. Provide system support services on-site and via telephone during working hours and on-call after normal working hours by responding to calls or requests timely. Develop and maintain technical skill set by staying informed about new languages, techniques and systems and make recommendations for improvements or enhancements. Research and resolve moderately complex problems on assigned applications across multi-platforms, software packages and programming languages.

Knowledge and Skills:

Experience:  Five years to eight years of similar or related experience.

Education:  A college degree.

Minimum requirements - strong skill in .NET C# web application programming and Sql database management. Experience with ExtJS, Java and Jaspersoft experience is a plus.

EOE

This position accommodates member needs via telephone, fax, and live chat request including loans and account services. As well as cross selling of First Service products and services.

Experience: Minimum two years call center experience, preferably in a credit union environment

This position accommodates member needs via telephone, fax, and live chat request including loans and account services. As well as cross selling of First Service products and services.

Experience: Previous remote work experience and/or contact center experience.

Education: A high school education or GED. Must be knowledgeable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Other: We recommend that Remote employees live within an hour drive of the main office (Park Ten & I-10) where the Service Center is located and MUST be able to attend on-site training.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Analytical ability to quickly assess member’s financial needs and offer solutions.

Role:

To maintain, modify and test changes to existing software programs and products. Uses modern software design methodologies and internally developed product specifications to create and enhance software products, components or modules.

Essential Functions and Responsibilities:

35% - Creates new design specifications. Writes new programs as directed. Maintains and modifies existing programs.

25% - Investigates program errors, tracks problems, debugs programs, tests results, and implements changes.

20% - Assists users in solving system problems and trains users in system operations.

15% - Carries out supervisory responsibilities for staff in accordance with the credit union's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and solving problems.

5% - Performs other job related duties as assigned.

Performance Measurements:

1. Follows the Software Development Life Cycle and adheres to programming methodologies (i.e. Agile, Waterfall). Ensures that all internally developed code is written securely and complies with internally published coding standards.
2. Understands assigned user departments' duties, information systems, and underlying data, and successfully design and develop procedures, reports and extracts as requested in a timely manner according to department standards.
3. Research and resolve complex problems on assigned applications across multiple hardware platforms, software packages and programming languages.
4. Provide system support services on-site and via telephone during working hours and on-call after normal working hours by responding to calls or requests timely and accurately.
5. Demonstrate effective communication with users at all levels, understand various job functions and business needs, and discuss processing problems and project status.
6. Provide informed, professional, accurate service and support to all members and associates.
7. Troubleshoot and resolve member and internal inquiries in a timely, accurate manner.
8. Develop and maintain technical skill set by staying informed about new languages, techniques and systems and make recommendations for improvements or enhancements.
9. To maintain a highly qualified staff, sufficient to meet long-term organizational goals.
10. Accept individual accountability and responsibility for success of FSCU which includes meeting assigned goals/projects.

Knowledge and Skills:

Experience: Three years to five years of similar or related experience.

Education: Equivalent to a college degree (BS or BA in Computer Science).

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 is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Advanced knowledge of current design and programming methods, such as Java Script, AJAX, JSON, SQL. C#, ASP.NET, Razor, HTML5, etc. Must have excellent communication skills. Advanced leadership, communication, and organizational skills. Ability to maintain a high level of confidentiality at all times. Must have a proactive attitude toward members, supervisors, co-workers and the credit union.

EOE