management request, and also handles communication to users across the organization. Where applicable, the IT Service Desk Technician will assist in overseeing the security, integrity, and safety of the desktop infrastructure. The primary objective of these activities is to deliver value, via highly available IT Services, to the member owners of Northwest Federal Credit Union.
Responsibilities Categorize and prioritize incoming calls and self-service submissions to the IT Service Desk to ensure user and member needs are addressed in a timely and effective manner, and in accordance to established Service Level Agreements (SLA's) Create tickets within the IT Service Management System
that contain all required and pertinent information Provide direct user support to resolve incidents and complete service requests Document actions performed to resolve the issue within the ticket, and when necessary create new Knowledge Base Articles (KBA's) for future use by other technicians Perform post-resolution follow ups with senior level help desk personnel as required Complete access management requests for user on-boarding, transfers and separations Escalate tickets as necessary to IT service providers.
Escalated tickets should include notes that outline what troubleshooting steps were performed, and the results of those actions, prior to escalation Identify and report
trends which impact IT service levels to management Assist in producing monthly IT service level reports Assist in imaging new workstation hardware Assist in the management of corporate cellular devices Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)Qualifications High school diploma or equivalent One year of IT troubleshooting experience preferred; experience working in a high volume call center environment may be substituted for relevant experience Experience in the following IT troubleshooting areas preferred: Identifying, connecting, and troubleshooting hardware components and devices Installing and supporting Microsoft Windows desktop operating systems and Office applications Identifying network types, standard protocols, and troubleshooting connectivity issues Standard IT Security practices and applicable data privacy practices and laws General Understanding of the following is preferred: IT Service Management processes Microsoft Domain Services Virtual Desktop Interface (VDI) technologies Linux and/or open source technologies Unified Communications technologies Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely Ability to review and analyze or interpret data and documentation and to make decisions regarding subsequent actions Effective oral and written communication skills Ability to demonstrate new skills as required by the organization after sufficient time and training to support an evolving environment Ability to write technical documentation Ability to interact effectively with all levels of the organization and/or with members Must be able to work the hours of M-F 7:00am-3:30pm, with one rotational late shift a week and one rotational Saturday a month Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely EEO Notice Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, interaction, interactionual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-xyz X or.
monitor and analyze individual and team performance to evaluate the effectiveness of training and design new programs as needed. Successful candidates have excellent interpersonal and organizational skills. They have a strong knowledge and understanding of retail-banking products, services, customers, competitors, and sales techniques.
Additionally, they excel at analyzing learner needs, designing and developing blended learning solutions, and measuring learning effectiveness. They possess a strong track record of delivering engaging training and coaching, resulting in confident and competent employees who effectively use relationship-centric sales processes and achieve individual and
team sales related goals. Responsibilities Collaborate with senior leadership to ensure learning solutions are aligned to the organization's sales and service strategies and initiatives Partner with stakeholders and SMEs to backss, identify, and prioritize training and development needs Design and develop learning solutions that include measurable objectives, leader and participant materials, experiential learning activities, simulated backssments, and leveled evaluation methods Plan, coordinate, and deliver in-person and virtual instructor-led training to new and existing employees Create supplemental resources that support the transfer, retention, and application of learning solutions
Track, measure, and backss the adoption and effectiveness of learning solutions and their impact on sales performance Consistently provide updates to various stakeholders about strategy, adjustments, and progress Manage sales and service training related vendors and monitor utilization Leads projects, including planning, execution, oversight and reporting Participate and engage in training and development opportunities to maintain and enhance role relevant knowledge, skills, and experience Travel to branch and additional offsite locations for observation, coaching, and training as needed Contribute to organization needs and team efforts by accomplishing related priorities as directed Research HR and TD trends in the areas of sales and service.
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)Qualifications Required Bachelor's degree in business, HR or related field or equivalent experience Minimum 7 years of Credit Union/Financial Institution experience Strong organizational awareness, communication, and project management skills Experience interacting and influencing senior leader decisions using data-driven information Demonstrated success implementing sales and service strategies and solutions from inception to conclusion Demonstrated success leading/coaching teams to achieve organizational goals Working knowledge of Microsoft Office and Adobe Acrobat products Ability to facilitate engaging training and presentations Ability to design, develop, implement, and evaluate learning solutions Effective oral and written communication skills Accuracy and detail orientation Ability to communicate with tact and diplomacy and to exercise sound judgment, logic and initiative while maintaining employee confidentiality Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely Preferred 3 years of progressive experience in training related positions, specifically supporting organizational development, sales and service training, and/or relationship skills building Experience in instructional design methods, adult learning theories, training backssment and evaluation, training delivery and facilitation, web-based/virtual training Experience with various authoring tools such as Articulate, Camtasia, and Vyond
a variety of transactions. They act on behalf of a variety of departments within the credit union to support the overall member experience. Using knowledge of Credit Union products and services, as well as outstanding member service skills, you will address issues, provide support, and offer information to service and build member relationships as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.
Responsibilities Handle member customer service needs while meeting key performance metrics, including call handle time, call quality, and after call work Accurately and efficiently process a variety of transactions,
including payments, transfers, opening of additional new accounts, assisting with online and mobile banking, etc. Pro-actively identify financial opportunities for the member utilizing the fundamentals of the Member Advantage, working cooperatively with appropriate business partners Support the member service center in achieving member's retention, acquisition and growth goals Promote the credit union & membership growth through community involvement Maintain a professional manner to build member confidence and trust Adhere to all procedures stated in the Credit Union's MSR policy and procedures Ensure compliance with operational, security and control policies/procedures, preventing fraud
and protecting member assets Positively demonstrate teamwork by pro-actively assisting other colleagues when needed as well as actively participating and contributing during team meetings Recognize an act on referral opportunities to other lines of business within the Credit Union In order to assist the member services team, additional duties may be assigned as needed Pro-actively reach out to existing members by participating in branch sales promotions Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)Qualifications High School diploma or GED; college degree preferred Minimum 2 years customer service experience (may include call center, banking, credit union, retail, etc.
) Customer service experience, with banking, credit union, or call center experience preferred Demonstrated strong attention to detail Ability to work independently with minimal direct management supervision Demonstrated initiative and resourcefulness as a self-starter Must have the ability to work on-site in the Herndon, VA office during the training period Ability to work M-F 10:30am - 7pm & a Saturday rotation Spanish proficiency is highly preferred for this position EEO Notice Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, interaction, interactionual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-xyz X or.
