Associate Support Generalist

Join Us in Making an Impact

At OneAZ Credit Union, our success is measured only by yours. We're here to create lasting change in the lives of our members, our communities, and our team. If you're looking for a career with purpose, where your work truly matters-you've found it!

Who You Are

You're impactful, compassionate, and fearless, ready to embrace new challenges and shape the future of financial well-being. You take accountability for our success and thrive in an environment where curiosity is celebrated. If this sounds like you, let's build something great together.

What You'll Do

This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027

Provides support to credit union associates by providing information, guidance, and direction in handling transactions on all types of accounts. Develops, writes, designs, and edits internal communications and policies and procedures for online manuals, instruction books, job aids, creatives, and related materials.

Any individual who meets the definition of a mortgage loan originator and is employed by a federal agency-regulated institution will need to be registered on NMLS. Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC).

• Provides daily operational support to associates on policies and procedures through phone, help desk, and email.
• Collaborates with and leads discussions within team for internal and organizational projects impacted by policies, procedures, internal communications, or training.
• Reviews new products, policies, and procedures becoming the expert for answering associate calls.
• Tracks, reports, and analyzes all calls, help desks, and other requests. Communicates findings with department management and makes recommendations for new policies, procedures, communications, or training.
• Reviews existing policies and procedures and recommends revisions or changes in scope, format, and content based on inquires received or to identify areas of inconsistency across relate documents.
• Collaborates with subject matter experts in other areas and supporting material to become familiar with organizational processes.
• Escalates legal or compliance or other issues to Risk Management or appropriate department.
• Organizes materials and completes writing or content design assignments according to set standards regarding order, clarity, conciseness, style, and terminology.
• Maintains records and files of work and revisions.
• Selects appropriate photographs, drawings, sketches, diagrams, and charts to illustrate procedures, job aids, and learning materials.
• Arranges for formatting, reproduction, and distribution of procedures for FindIt.
• Reviews, edits, and proofreads materials written by others.
• Assists in testing annual DNA enhancements.
• Participates in cross-functional implementation project teams and makes recommendations for internal communications, processes, policies, and procedures.
• Other duties as assigned.

What You Bring

• Associate degree.
• 2-5years' help desk or call center related experience.
• 2-3 financial industry experience within a branch environment.
• Previous experience in professional, technical, or instructional writing and content development, or proficiency in written and oral communication in a variety of settings and for various audiences.
• A passion for people, innovation, and growth.

Why Join OneAZ?

At OneAZ, we're not just a credit union; we're a financial trailblazer that passionately cares about inspiring dreams and driving prosperity in the communities we serve. We exist to clear the way for dreamers and doers, aspiring to be the bank for new pioneers.

We are driving change in our communities, constantly improving our products and services so our members and their families can relentlessly pursue their dreams. By embodying our values and living our promise, you'll be part of a team committed to exceeding expectations and redefining what's possible.

Additional Notes:

Knowingly submitting false information will result in disqualification for consideration of future positions, termination of employment and forfeiture of other rights. Candidates for this position will be required to sign an authorization for OneAZ to conduct a credit and criminal background check, pursuant to procedures in the Fair Credit Reporting Act and any other applicable laws. All candidates will be considered for this position on an individualized basis, in compliance with all applicable equal employment opportunity laws. Ensures compliance with applicable policies, laws, and regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC). This job description should not be considered all-inclusive. It is merely a guide of expected duties. The associate understands that the job description is neither complete, nor permanent and may be modified at any time. At the request of their supervisor, an associate may be asked to perform additional duties or take on additional responsibilities without notice. Complies with all policies and standards. Position grades could fluctuate based on market value.