• Manage daily operations of the call center and ensure performance targets are met • Supervise, coach, and motivate a team of call center representatives • Monitor call quality, scripts, and customer interactions to ensure compliance and professionalism • Create and improve call center processes, workflows, and internal systems • Track key performance metrics (KPIs) such as call volume, lead conversion, follow-up rate, and appointment setting • Conduct regular performance reviews and provide ongoing coaching and feedback • Train new hires and ensure proper onboarding and call scripting • Handle escalated customer issues and ensure resolution in a timely manner • Ensure compliance with company policies and mortgage industry regulations • Help build a structured call center culture focused on accountability and results

Role Description The RN Supervisor (Alerts) is responsible for the daily workflow, clinical quality, and operational performance of a remote team of Registered Nurses (RNs) working in a high-volume, queue-based triage environment. This team manages real-time patient alerts generated from remote monitoring data. This role requires strong clinical judgment, real-time operational management, and performance coaching to ensure RNs deliver timely, accurate triage while meeting aggressive productivity expectations. The RN Supervisor will balance clinical auditing with throughput management in a fast-paced, back-to-back workflow environment. This individual will also partner closely with clinical leadership to support escalation pathways, clinical decision-making, and ongoing team development. This role reports directly to the RN Manager. Qualifications - Active, unencumbered RN compact license with strong clinical judgment, ideally in triage, remote patient monitoring, acute care, or chronic disease management. - Strong experience coaching in fast-paced environments, providing structured feedback on both clinical quality and productivity. - Proven ability to lead and manage a fully remote team of up to 20 RNs/LPNs in a high-volume, queue-driven environment. - Strong ability to interpret real-time metrics including alert volume, call handling time, throughput, and billable time. - Excellent verbal and written communication skills for leading team meetings, conducting 1:1s, and collaborating with clinical and cross-functional leaders. - Highly organized with experience managing schedules, PTO, shift coverage (including after-hours/weekends), and daily staffing needs in a continuous operations environment. - Experience participating in hiring processes, particularly assessing candidates for triage readiness, speed, and clinical decision-making. Requirements - Minimum of 5 years of experience as a practicing RN. - Active, unencumbered compact RN license required. - Minimum of 1 year of supervisory or management experience, in triage, remote patient monitoring or high-volume call or queue-based environments. - Experience in ICU, triage, urgent care, or other high-acuity settings, with demonstrated ability to manage medically complex patients with chronic conditions. - Demonstrated experience managing metric-driven performance and productivity. - Prior experience in remote workforce management strongly preferred. Benefits - Company culture all about impact, shared growth mindset, empowerment, and integrity. - An opportunity to help improve the quality of life of millions of Americans. - Unique chance to support the development of an amazing product; Cadence’s in-house clinicians are our super users and beta testers. - Competitive salaries and quarterly incentives. - Medical, dental, and vision insurance. - Competitive PTO. - 401K and 401K match. - National and local discounts powered by TriNet. - Onboarding stipend for remote equipment and home office setup. - Paid Parental Leave. - Charitable Donation Match program.

Role Description We are seeking a detail-oriented Service Center Support Specialist to join our inbound call center team. This position serves as a critical first point of contact for injured workers, gathering essential information and coordinating appropriate medical care. The role involves processing high-volume transaction-oriented assignments with efficiency and accuracy. The ideal candidate will need to have medical terminology knowledge and excellent multitasking abilities in a high-call-volume environment. - Answer inbound calls from injured workers with empathy and professionalism - Obtain and accurately document detailed injury information - Coordinate referrals to appropriate medical clinics and providers - Process and verify workers' compensation documentation - Perform data entry with high accuracy in case management systems - Follow established protocols for injury assessment and referral - Maintain confidentiality of sensitive medical and personal information - Provide administrative support for routine "back office" tasks - Process applications and verify documents according to established procedures Qualifications - High School Diploma or equivalent - Minimum 2 years of relevant experience in customer service, healthcare, or administrative support - Knowledge of medical terminology - Proficient computer skills and data entry abilities - Demonstrated ability to multitask in a fast-paced call center environment - Strong attention to detail and accuracy - Excellent phone etiquette and communication skills - Ability to remain calm and professional when speaking with injured or distressed callers Requirements - Experience in workers' compensation, healthcare, or insurance industries (preferred) - Prior call center experience (preferred) - Familiarity with medical clinic networks and referral processes (preferred) - Experience with case management software (preferred) - Basic understanding of workers' compensation processes (preferred) - Fluent bilingual skills in English and Spanish (written and verbal) (preferred) - Remote work experience (preferred) Benefits - Medical, Dental, Vision - Health Savings Accounts / Flexible Spending Accounts - Life and AD&D Insurance - 401(k) - Tuition Reimbursement - An array of resources that encourage a lifetime of healthier living

Role Description Provide Service Excellence to members during all aspects of the loan origination process for Consumer Loans and Mortgages, as required. This includes: - Answering general questions regarding loans in process - Taking and processing applications - Answering general questions related to loans and the loan process - Taking additional call types as required due to business needs - Understanding all DCU products, services, processes, and procedures - Proactively identifying member needs and effectively cross-selling appropriate products and services - Supporting DCU’s mission, vision, and business goals Essential Functions: - Answer inbound phone calls in a high-volume contact center - Efficiently assist members with inquiries about DCU loan products, the application process, and other loan-related questions - Proficiently originate and process consumer loan applications for automobiles, personal loans, and credit cards - Review credit reports and determine loan eligibility through automated underwriting and/or Loan Officer review - Review required applicant documentation including income verification, purchase agreements, etc. - Adhere to borrower/lender compliance requirements and DCU’s internal policies and procedures - Complete required trainings on compliance, DCU products/services, and lending guidelines - Support DCU’s Success Sharing Goals by referring and cross-selling other DCU products and services - Achieve job expectations for schedule adherence, call efficiency, sales goals, and other metrics - Become registered through the Nationwide Multistate Licensing System to obtain Mortgage Loan Originator licensing - Answer general questions for and originate Mortgage and Home Equity applications - Participate in performance development by being receptive to constructive coaching feedback - Foster teamwork and strengthen relationships between the Information Center Staff and staff in DCU’s support departments - Accurately process transactions, file maintenance, and all other member requests - Make process improvement recommendations to improve the efficiency of operations - Perform other job-related duties as assigned or requested - Comply with regulatory compliance and assigned training requirements Qualifications - High School diploma or equivalent - 6 months prior contact center or 6 months lending experience required - Excellent communication and phone etiquette - Proficient computer skills and ability to learn new software - Strong troubleshooting, multitasking, organizational, and time management abilities Company Description DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares. DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address. DCU is not currently offering Visa transfer/sponsorship for this position. Expected Pay Range: $21.50 - $24.10/hour