Job Description Summary: The Advisor, Short-Term Workforce Analyst is responsible for supporting operational excellence through accurate short-term forecasting, planning, project support, scheduling, and reporting across all contact center channels including calls, emails, chats and texts. This role requires strong analytical skills, advanced proficiency in Microsoft Excel and Power BI, and the ability to collaborate cross-functionally to ensure optimal service levels and business continuity during service disruptions. What You’ll Do for Us - Develop and maintain short-term forecasts for call, email, and chat/text volumes using predictive and prescriptive analytics (30-minute interval to at least 3 weeks in advance). - Maintain Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for phone volume streams. Maintain Excel and PowerBI with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for email/chat/text volume streams. - Collaborate with Operations teams to understand business drivers and incorporate insights with updated volume, average handle time, shrinkage and other drivers into forecasting models (Genesys and manual Excel/Power BI models) for all volume streams (phone/email/chat/text). - Create and maintain dashboards and reports using Microsoft Excel, Power BI, and other MS Office tools such as PowerApps, Power Automate, SharePoint, MS Forms. - Responsible for accurate collection and analytics of data - Conduct regular trend analysis for specific lines of business - Monitor real-time and historical contact volume trends to inform staffing and scheduling decisions. - Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned - Coordinate with cross-functional teams to manage volume redirection during service disruptions. - Facilitate regular forecast meetings with LOB partners - Maintain a deep understanding of staffing availability and contact volume streams across all channels. - Support scheduling processes to ensure optimal service levels and resource utilization. - Proactively identify opportunities for process improvement and automation within workforce planning. - Assist with ad-hoc requests and general strategy development - Align front-line shifts with workload projections to support prompt customer service via weekly schedule optimization, schedule bids, mini bids and vacation bids, overtime and voluntary time off Qualifications - Proven experience in workforce management, forecasting, or scheduling in a contact center environment. - Advanced proficiency in Microsoft Excel (e.g., pivot tables, formulas, macros) and Power BI. - Strong knowledge of Microsoft Office Suite for reporting and dashboard creation. - Experience with omnichannel forecasting and scheduling (calls, emails, chats, text). - Strong analytical, problem-solving, and communication skills. - Ability and initiative to work collaboratively across departments including levels of leadership and manage multiple priorities. - Preferred: BS/BA degree in related discipline (Business, Finance or Mathematics) - Required WFM experience preferred - Previous forecasting experienced preferred - Strong communication skills - Ability to multi-task and meet deadlines - Ability to collaborate and influence others - Easily adapts to change - Excellent time management and organization skills What We Can Do for You - Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.  - Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.   - Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others. - Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day. The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States. Skills: Analytical Thinking, Analytical Thinking, Aspect eWorkforce Management, Collaborating, Communication, Computer Literacy, Customer Relationship Management (CRM), Customer Service, Data Analysis, Data Analytics, Data Mining, Data Research, Detail-Oriented, Forecasting, Forecasting Models, Genesys Workforce Management, Impact 360, Market Trends, Microsoft Excel, Microsoft Office, Microsoft Power Business Intelligence (BI), NICE IEX Workforce Management, Oral Communications, Predictive Forecasting, Problem Solving {+ 5 more} Pay Range: $60,200 - $74,100 Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Location(s): United States of AmericaCity/Cities: Remote Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: March 20, 2026 Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.

• Track staff capacity and task allocation throughout the day, adjusting priorities as volumes shift or staffing levels change. • Monitor real-time work item queues across multiple verticals to ensure no task is left behind. • Identify and escalate processing bottlenecks or SLA risks to leadership before they impact the customer. • Provide high-frequency reporting on productivity, throughput, and queue health to keep the operation informed. • Work hand-in-hand with operations managers to redistribute workloads based on real-time staffing and volume data. • Working hours: Wednesday–Sunday.

• Perform an in-depth review of medical claims utilizing the UB-04 and detailed itemized statement to ensure the validity of line-item charges. • Verify accuracy of the itemized charges to be reimbursed according to client policy and industry standards. • Validate automatic system denials and create additions to enhance efficient processing of IBR claims. • Recommend system enhancements and edits to improve claim review efficiency. • Comply with company standards regarding accuracy and productivity to manage daily assignments and meet client turnaround times. • Consult with Senior Analysts with any questions and/or issues related to claim reviews. • Assist in content development, automation, research, and appeal responses as needed. • Provide input and collaboration concerning content development with internal groups and on global projects as needed. • Attend all required meetings. • Assists in special projects and perform other duties as needed.

NASA Federal Credit Union is in search of a Servicing Operations Analyst to assist the Assistant Vice President of Loan Servicing in ensuring servicing rules across Consumer and Mortgage Loan Servicing are accurately identified, interpreted, implemented, and maintained in alignment with investor, partner and credit reporting process requirements. The Servicing Operations Analyst will proactively monitor industry servicing standards, rule updates, and partner/investor communications to recommend timely adjustments to internal rules and processes. This position will serve as a liaison between Consumer and Mortgage Loan Servicing and external partners to translate servicing expectations into internal rule logic. It will ensure servicing logic is rules-based, accurate and aligned with investor expectations and partner/contractual obligations. The Servicing Operations Analyst will support Loan Servicing Management in preparing for audits and review related to investor, partner and credit reporting processes, as well as maintain detailed documentation of rule logic, decision flows, implementation history and change management activities to support governance audit readiness. This position will collaborate with the AVP of Loan Servicing on rule updates driven by investor, partner, and process changes, ensuring smooth implementation and communication across management teams. It will also work closely with the Consumer and Mortgage Loan Servicing Managers and Technology Department to assist in aligning daily operations and processes with servicing rules and contractual requirements. This position will require you to reside in Maryland, Washington DC or Virginia. Essential Duties and Responsibilities: include the following: (other duties may be assigned.) - Complies with applicable federal, state and local laws, regulations and adheres to Credit Union policies and procedures, including those related to the Bank Secrecy Act. - Monitors updates from CDIA (CRRG Guide, FAQ), MERS, FHFA, Fannie Mae, Freddie Mac, VA, FHA/HUD, CDIA, private mortgage insurers and others to identify rule changes affecting servicing operations. - Collaborates with Consumer and Mortgage Loan Servicing Managers to assess servicing rule changes and gather input for implementation planning. - Continuously evaluates Metro 2 file requirements to ensure alignment with credit reporting standards. - Analyzes monthly Bridgeforce DQS output to identify improvements to Metro 2 submissions. - Upon approval from the AVP of Loan Servicing, configures and implements business rules in servicing systems to ensure proper handling. - Leads rules-based updates and projects, including associated servicing platform enhancements. - Supports testing and quality assurance of new or updated rules to ensure functionality and data integrity. - Monitors rule performance post-implementation and coordinates updates or issue resolution with technology team. - Analyzes and interprets servicing requirements from external partners and investors including FHFA, Fannie Mae, VA, FHA/HUD, MERS, FHLB, and PMI providers (ARCH, Radian, MGIC). - Reviews servicing agreements to support processes related to loan participations and ensures logic accommodates partial loan purchase agreements. - Serves as a subject matter expert during audits, exams, and partner reviews related to rule governance and servicing standards. - Maintains operational knowledge of software systems necessary to support rule logic processing. - Possesses thorough knowledge of all Credit Union loan products and services. - Communicates with third-party investors, partners and resources as needed. - Recommends updates to policies and procedures based on rule changes and assists with drafting or revising documentation. Education and Experience: - Bachelor’s Degree in a related field preferred. - Minimum of two years of experience in loan servicing or business rules implementation. - Configuration and maintenance of business rules in servicing systems. - Working knowledge of loan servicing platforms and rule configuration tools. - Experience interpreting and applying servicing rules from external partners, investors and resources. - Familiarity with agency (e.g., Fannie Mae, Freddie Mac) and non-agency servicing standards and agreements. - Understanding of Metro 2 credit reporting and its impact on servicing logic. - Experience supporting audits, exams, and investor/partner reviews. Essential Skills and Abilities: - Ability to deliver oral presentations and produce written reports and documentation. - Ability to convey complex information in a way that others can readily follow. - Ability to interpret complex servicing rules and develop implementation strategies with urgency and precision while effectively prioritizing workload. - Ability to balance the need for an immediate response with accuracy and completeness of information. - Highly organized with attention to detail and strong follow-through. - Ability to build strong relationships with stakeholders at all levels, internally and externally. - Detail-oriented with strong problem-solving skills and the ability to identify, analyze, and resolve problems, driving solutions to completion. - Ability to work under minimal supervision and manage multiple tasks/projects simultaneously, while meeting demanding deadlines. - Strong business ethics, including the protection of proprietary and confidential information. Our Generous Benefit Package Includes: NASA Federal Credit Union offers an array of benefits including comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more. +Insurance coverage begins the 1st day of the month, following 30 days after hire date. *100% Credit Union-Paid Full-Time Employee Benefits - Salary: $85,000 – $118,750 - 401(k) with employer match up to 6% and immediate 100% vesting - Gain Sharing Bonus (eligibility rules apply)*Health Insurance (Choice of two nationwide PPO plans) - High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)+* - Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)+ - Dental Insurance: Generous employer contribution toward premium (HSA and FSA compatible)+ - Vision Insurance: Generous employer contribution toward premium (HSA and FSA compatible)+ - Long-term Disability Insurance+* - Flexible Spending Medical Account (FSA)+ - Flexible Spending Dependent Care Account+ - Health Savings Account (HSA)+ - Voluntary Supplemental Employee and Dependent Life Insurance+ - Voluntary Short-term Disability Insurance+ - Remote or Remote / Hybrid work options based on position - Life Insurance/AD&D+* - Vacation Leave (excluding Outside Loan Officers) - Sick and Safe Leave - 11 Paid Holidays - Education Assistance - Employee Referral Bonus* - Credit Union Membership Eligible - Employee Assistance Program+* - Identity Theft Protection (Additional premiums to add family members)+* - Pet Insurance - Employee Discount Program - Remote or Remote / Hybrid work options based on position All benefits are based on meeting NASA Federal Credit Union’s eligibility requirements and the carrier’s terms and conditions. WE’RE STRONGER TOGETHER At NASA Federal Credit Union, we strive to ensure a culture of collaboration, inclusion, and opportunity where everyone can feel valued, appreciated, and respected. We commit to recruit and retain a diverse team with the best talents to live our vision, mission, and values. We recognize that respecting different perspectives and experiences makes us stronger together. Posted: 3.13.2026