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The Governance Analyst supports operational risk assessments, control documentation, issue mitigation, regulatory research, policy reviews, complaints management, record retention, and disclosure programs. The role analyzes and reports governance and risk data, tracks remediation, advises business areas on compliance, and supports audits, regulatory requirements, process improvements, projects, and staff training. It requires collaboration across Service Operations, Compliance, Enterprise Risk, auditors, management, and vendors within a financial institution.

Conduct independent compliance testing of policies, procedures, controls, and regulatory requirements. Plan reviews, perform fieldwork, document findings, obtain management corrective action plans, validate remediation, and report risks and metrics. The role also improves testing processes, supports issue resolution, guides junior team members, and maintains knowledge of changing financial services regulations.

Translates business needs into software requirements and solutions, supports the software development lifecycle, creates user stories and process documentation, participates in Agile ceremonies, and provides Tier 2 application support. Troubleshoots incidents, manages workflows, dashboards, access controls, upgrades, vendor coordination, and operational improvements for enterprise software systems. Participates in on-call support and occasional travel for vendor meetings, seminars, and site issues.

Leads business systems analysis for enterprise software solutions, including requirements gathering, process documentation, Agile backlog and user story development, implementation support, software upgrades, Tier 3 application support, troubleshooting, incident escalation, and stakeholder coordination. Serves as a technical subject matter expert, mentors business systems analysts, improves department processes, manages application configurations, and participates in after-hours support for critical outages.

Owns the enterprise member experience survey and insights strategy, integrating member feedback, digital signals, operational data, and research into actionable recommendations. Develops executive and board reporting, identifies trends and priorities, influences cross-functional leaders, and manages strategic research vendors including Gallup and J.D. Power. The role drives governance, listening programs, service improvements, and accountability for member experience outcomes.

Leads Treasury Management onboarding, implementation, Tier 2 support, risk controls, compliance, and operational performance. Supervises and develops specialists supporting ACH, wires, Positive Pay, Remote Deposit Capture, and business banking services. Oversees escalations, reviews, audits, KPIs, system implementations, vendor conversions, process improvements, and regulatory adherence while partnering across Compliance, Risk, Fraud, IT, and business functions.

Partners with business units and stakeholders to align strategic planning, performance management, and cross-functional initiatives with corporate goals. Facilitates project intake, strategic planning sessions, Board and management materials, KPI monitoring, competitive analysis, and complex project execution. Researches business opportunities, supports the three-year strategic plan, addresses underperformance, and ensures compliance awareness within the credit union’s operating environment.

Investigates debit, credit, ATM, and Zelle fraud and dispute claims; gathers evidence, processes chargebacks, performs account adjustments, and supports transaction recovery. Communicates with members, merchants, payment networks, processors, and authorities while following Visa, Mastercard, regulatory, AML, and credit union requirements. Documents investigations, identifies fraud trends, initiates preventative actions, reconciles account discrepancies, and maintains timely, accurate case processing in a high-volume environment.

Manages email, chat, and digital contact center operations; leads staffing, coaching, performance management, compliance, training, escalations, process improvements, and service quality. Partners across departments to resolve member and employee concerns, analyze operational results, implement action plans, and support credit union production, expense management, and member satisfaction goals.

Leads treasury and investment strategy, liquidity management, portfolio optimization, pricing recommendations, balance-sheet analytics, and secondary-market activities. Oversees investment planning, market and performance analysis, regulatory compliance, executive reporting, and risk management. Manages and mentors the Treasurer/Investment Officer team while partnering with ALCO, the CFO, and business leaders on financial strategy and organizational performance.