Title: Mortgage Closer Location: Herndon United States Job Description: Overview The Mortgage Lending team assists Northwest Federal Credit Union in living out our vision to be the lifetime financial partner for our member-owners. To achieve this goal, our team must deliver the highest quality service to internal and external members. The primary responsibility of the Mortgage Closer is to provide a seamless conclusion to the loan process by preparing closing packages on first mortgage and equity loans, the funding and disbursement of each loan and insuring compliance with Credit Union policies and procedures along with regulatory guidelines. Additionally, Mortgage Closers work in partnership with teams across the organization to deliver on projects that improve visibility into the member experience. Responsibilities - Prepare accurate and error free closing document packages on all mortgage loan types within 48 hours of settlement - Post, Fund and Disburse all mortgage loan types accurately and error free - Knowledgeable in real estate forms, contracts and documents - Provide general Credit Union information to members and cross sells products and services as needed - Ensure all loan underwriting/closing conditions are satisfied prior to the preparation of the closing packages - Provide clear and concise closing conditions to the settlement attorney and/or title company in an effort to ensure compliance and saleability of the loan - Identify and alert management to potential issues which arise that could negatively impact compliance and the saleability of the loan - Coordinate settlement between title company and/or attorneys and members from scheduling through funding - Remain responsive to the needs of the title company/member to ensure a seamless transaction and timely settlement - Conduct Equity loan settlements in a professional manner ensuring all documents are properly signed and notarized - Print checks for Home Equity Line of Credit loans - Meet production expectations as determined by the immediate supervisor - Ensure accuracy of disclosures and provide to member within required regulatory compliance time-frames - Examines and analyzes title work and works to ensure title binder and Closing Protection Letter are accurate - Ensure all loans are in compliance with all investor, regulatory and PMI guidelines - Review system and all documentation for accuracy; clarifies missing or questionable information and follows-up with all parties involved to ensure accuracy before the closing documents are released - Prepare vouchers for closing transactions to include complete and accurate disbursement of all funds - Satisfy all closing conditions ensuring a seamless transition of the file through post closing - Working knowledge of NWFCU, Federal and State regulations required by the National Credit Union Association - Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA) #NWFCU1 Qualifications - High school graduate or equivalent - Minimum 3 years mortgage experience as a Mortgage Processor, Mortgage Closer or at least 3 years in a mortgage related field - Ability to work flexible hours based on business needs: Monday - Friday 8:30AM-5:00PM; possible Saturdays, as needed - Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely - Knowledge of Credit Union Policies and Procedures relating to mortgage operations - Knowledge of federal regulations and compliance issues such as RESPA, REG Z, HMDA, etc. - Basic knowledge of secondary market guidelines to include SAFE Act Licensing - Ability to use standard office and/or banking equipment and systems; working knowledge of Microsoft Office - Demonstrates strong attention to detail - Ability to accurately prepare vouchers for closing transactions. This entails basic accounting balancing functions and Excel proficiency - Ability to navigate DNA and properly post and fund closing transactions - Ability to maintain confidentiality - Ability to collaborate - Ability to interact effectively with all levels of the organization and/or with members - Effective oral and written communication skills - Effective problem-solving skills - Excellent interpersonal skills Additional Compensation Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match. EEO Notice Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

Title: Trainer, Customer Experience Operations Location: Oceanside United States Job Description: 3609 Ocean Ranch Blvd Ste 160, Oceanside CA 92056-2696, United States Trainer, Customer Experience Operations About KBS Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals-including retail, industrial and logistics, healthcare, education, manufacturing, and more-maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we're looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service. If this sounds like you, then why wait, APPLY TODAY!! This is a 100% remote opportunity anywhere in the U.S. Position Summary Responsible for designing, delivering, and continuously improving training programs that ensure consistent, high quality customer interactions. This role partners closely with the Customer Experience managers to onboard new hires, upskill existing staff, reinforce service standards, and reduce escalations through proactive training. The trainer ensures alignment with departmental SLAs, compliance requirements, internal workflows, and customer experience best practices while driving measurable improvements in performance, quality, and customer satisfaction. Essential Duties and Responsibilities Job responsibilities include but are not limited to: - Develop, maintain, and deliver structured onboarding and ongoing training programs for customer experience staff. - Facilitate instructor led, virtual, and one-on-one training sessions covering customer service standards, communication skills, systems usage, workflow processes, and escalation protocols. - Create and update training materials, job aids, scripts, and reference documentation to reflect current policies, procedures, and system changes. - Ensure training content aligns with departmental goals, SLAs, quality assurance standards, and customer experience initiatives. - Partner with managers to identify skill gaps, performance trends, and recurring customer issues requiring targeted training. - Use performance metrics, customer feedback, escalation data, and audit results to evaluate training effectiveness and recommend enhancements. - Support the rollout of new initiatives, systems, or process changes. - Assist leadership with preparation of staff for operational changes impacting customer experience delivery. - Maintain accurate records of training completion, certifications, and coaching activities. - Ensure training documentation remains current and accessible. Experience Required: - Minimum of three (3) years delivering formal customer service training. - Prior experience in managing, training, and coaching direct reports - Knowledge of adult learning principles and instructional design best practices. - Strong working knowledge of customer service workflows, escalation management, and issue resolution processes. - Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (SalesForce, NetSuite, etc.) - Past experience with video training and LMS software - Facilities Maintenance industry preferred Education: - Bachelor's degree in business or related field and/or equivalent experience Travel: <5%

• Own and evolve operating model for the business, driving process change, and adoption of standards and governance • Own and evolve Irth's OKR framework; drive quarterly goal-setting, tracking, and review cadence across all functions • Own and evolve the M&A Framework driving from due diligence to stabilization • Lead the annual planning process with Finance, Sales, Product, and Engineering — translating strategy into executable plans • Design the operating rhythm — leadership syncs, QBRs, Board reporting, and strategic initiative governance • Build performance reporting on KPIs: ARR, NRR, NPS, delivery speed, and workforce productivity • Champion continuous improvement across the Irth Management System (IMS) discipline • Serve as a trusted advisor to the COO and Executive Team on operational health and cross-functional prioritization • Partner with Enterprise IT to ensure the operating model is structured with standard tools and vendors to drive consistent adoption across the organization

Role Description The Operations Coordinator for Carrier Appointments and Contracting is responsible for managing and streamlining the process of onboarding, contracting, and maintaining relationships with insurance carriers. This role ensures compliance with regulatory requirements, facilitates efficient communication between internal teams and carriers, and supports the overall operational efficiency of the organization. How you'll make an impact - Carrier Appointments and Contracting: - Coordinate the end-to-end process of carrier appointments, including application submission, follow-ups, and approvals. - Manage contracting processes with carriers, ensuring all documentation is accurate, complete, and compliant with company and regulatory standards. - Maintain up-to-date records of carrier contracts, agreements, and appointment statuses in the company’s database or CRM system. - Act as the primary point of contact for carriers regarding appointment and contracting inquiries. - Compliance and Documentation: - Ensure all carrier appointments and contracts comply with state and federal regulations, as well as company policies. - Monitor and track licensing and appointment renewals to avoid lapses in compliance. - Assist in resolving compliance issues related to carrier appointments and contracting. - Communication and Coordination: - Collaborate with internal teams, including sales, underwriting, and compliance, to ensure smooth onboarding and contracting processes. - Serve as a liaison between carriers and internal stakeholders to address and resolve issues promptly. - Provide regular updates to leadership on the status of carrier appointments and contracting activities. - Process Improvement: - Identify opportunities to improve the efficiency and accuracy of the carrier appointment and contracting processes. - Develop and implement standard operating procedures (SOPs) for carrier appointments and contracting. - Stay updated on industry trends and best practices to enhance operational effectiveness. - Reporting and Analysis: - Generate reports on carrier appointment and contracting metrics, including turnaround times, compliance rates, and issue resolution. - Analyze data to identify trends and recommend improvements to processes and workflows. Qualifications - Bachelor's degree and 3 years related experience in operations, contracting, or a related role within the insurance or financial services industry. - Familiarity with carrier appointment processes and regulatory requirements (preferred). Requirements - Excellent verbal and written communication skills. - Ability to develop professional relationships with internal and external stakeholders. - Capability to work collaboratively with a team as well as independently, meeting deadlines and delegating when necessary. - Ability to manage/balance multiple priorities. - Seeks to understand team and Branch goals. - Actively seeks to develop professional skills. - Demonstrates composure, stamina, and resilience under pressure. - Constantly seeks to improve personal efficiency and productivity. - Clarifies priorities/requests and follows through on commitments. - Proactively takes on additional responsibilities in support of the team when needed. - Builds knowledge of Gallagher tools, systems, and shared resources. - Willing to go the “Extra Mile” to achieve results that benefit the client, the Branch, and Gallagher. - Proactively approaches issues that could impact client retention. Benefits - Medical/dental/vision plans, which start from day one! - Life and accident insurance. - 401(K) and Roth options. - Tax-advantaged accounts (HSA, FSA). - Educational expense reimbursement. - Paid parental leave. - Digital mental health services (Talkspace). - Flexible work hours (availability varies by office and job function). - Training programs. - Gallagher Thrive program – elevating your health through challenges, workshops, and digital fitness programs for your overall wellbeing. - Charitable matching gift program. - And more...