31149_OnboardingGuideFillable_1221

Welcome to CU SoCal

New Team Member
Onboarding Guide

Onboarding Guide

CONTENTS

New Team Member Welcome …………………………………………………………………………………………………………………3
Building Better Lives & Our Why ……………………………..………..……………………………………………………………………3
People to Know ……………………………………………………………………………………………………………………..…………….5
Get to Know CU SoCal .………………………………………………………………………………………………………………………....6
Things to Know & Where to Locate ………………………………………………….………..………..…………………………..…...7
Corporate Scorecard……………………….……………………..….......…………………………………………………………………….8
Self-Research/Development……………………….……………………..….......………………………………………………….………10
Meetings ……………………………………….………………………………………………….......……………………………………………11
Get to Know Your New Team………………………………….……………………..…....…………………………………………………12
Systems & Platforms ………………………………….……………………..….......…………………………………………………………12
Expectations and Deliverables ………………………………….……………………..….......……………………………………………12

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Welcome to the Team!

Welcome to the Credit Union of Southern California (CU SoCal) team! We’re so thrilled you’re here and to say
that we’re excited to get to know you, support your contribution to our mission of Building Better Lives and
celebrate your successes is a complete understatement.

At CU SoCal, we call our employees team members, because when we work together as a team, we are
stronger, smarter and can serve more passionately to achieve our mission and purpose. Our team is made up
of people like you who possess the drive, dedication and talent needed to create exceptional experiences for
the Members we have the pleasure of serving.

As a new CU SoCal team member, we understand that starting at a new company and getting to know tons of
people, processes and information can be overwhelming, which is why we’ve created this New Team Member
Onboarding Guide as one of your first resources. Our goal is to provide you with what you need, when you
need it, especially during your first few months - but know that this doesn’t replace the personal connection to
your manager or team, so please don’t hesitate to ask questions at any time.

You have our commitment in helping you achieve your professional goals, while offering support and guidance
as you navigate your CU SoCal journey. In a nutshell, we care about you and we’ve got your back!

The Credit Union Difference.

Credit unions are not-for-profit cooperatives, which means we are owned by our Members who save and
borrow here. The owner-Members we serve are not just account numbers or figures on a balance sheet –
they are the reason we exist, and therefore, decisions the credit union makes should always benefit our
Members.

(Insert Member video from Forum - AG)

The philosophy of the credit union movement, “not for profit, not for charity, but for service”, lives strongly
here at CU SoCal. This philosophy helps differentiate us from other financial institutions and acts as a reminder
to find ways to create exceptional experiences for our Members and team members because at CU SoCal, we
are a team of passionate difference makers.

Credit Union Advocacy

(Create Eric Day video)

Political Action Committee (PAC)

The California Credit Union League’s PAC works to elect candidates who support credit union issues. By pooling
voluntary contribution from credit union Members, leaders, and others interested in the movement’s success,
PAC gives credit unions a collective say on the issues affecting our movement. Support the movement here.

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https://workforcenow.adp.com/static/clients/content/PAC%20Payroll%20Deduction%20Authorization%20Form
%20Fillable.pdf?1636475524159

Connect for the Cause

Connect for the Cause is the California and Nevada Credit Union League's online grassroots advocacy network
that allows credit union supporters to communicate quickly and easily with state and federal legislators on
pending issues, legislation, and industry regulations impacting credit unions. Register here join thousands of
credit union supporters.

Our Why

Inspired by the credit union philosophy of ‘People Helping People’, CU SoCal is more than a place to bank.
We’re here to help Members financially thrive with products, services, advice, education, and conveniences to
spend smart, save more, and turn wishing and waiting into planning and doing. Our caring culture places
people before profit and mobilizes people in a way that pursuing profits never will. Our genuine care for
people ignites passion within our team members and inspires trust from our Members.

See for yourself: Our Why!

Mission, Purpose, Values

Mission - Build Better Lives Through Exceptional Member Experiences, Every Time.
Purpose - Exceed Members' and team members' expectations, inspiring them to achieve their financial goals
and dreams.
Values - Everybody counts. Everybody cares. Everybody delivers. Every day.

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People to Know

The Senior Team

Note to Managers – While reviewing this guide, share with your new team member how they might interact
with the senior team and what they are responsible for. EX: Dave at NTO, Katie and her team during open
enrollment, PAC emails from Eric, etc.

The Executive Team (C-Suite) Leaders oversee the following areas -

• Katsu Durst (CFO) – Accounting/Finance, Facilities, and Risk Management/Internal Audit
• Suzie Kisslan (COO) – Branches, Wealth Management, Member Care Center (MCC), Lending

(Consumer, Commercial, Real Estate, Collections), Digital Solutions, Card Resources, and Internal
Resources
• Alissa Guerrero (CAO) – Administration, Human Resources, Digital Strategy, and Project Management
• Michelle Hunter (CCEO) – Marketing, Member Experience, Business Development, Culture and Talent
Development, and Data Analytics
• Ken Downs (CIO) – Engineering, Development, and Information Security

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Our Board of Directors

How to Reach Us:

CU SoCal General Phone: 562.698.8326

How to Reach HR:

Email: [email protected]
Fax: 714.626.1427

HR Business Partner: Jennifer Naramore
Sr. HR Generalist: Brenda Estrada
HR Generalist: Sasha Heavrin

For general questions regarding your personal information such as PTO, Leaves, timecards, and anything else
you need assistance with, you can send an email to the HR inbox. Our HR Generalist is actively managing the
inbox and will provide you a response within 1-business day. If you would like assistance over the phone, you
can schedule a call with us so we can spend the appropriate amount of time with you. The HR Generalist can
assist with these general questions or connect you to the appropriate HR professional.

Your HR Business Partner (HRBP) and Sr. HR Generalist are your point of contact for all things related to team
member relations. Their role is to focus on performance management, team building dynamics, coaching and
development, and assist with leave of absences – therefore they primarily interact with our managers at CU
SoCal.

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Security Officer: Theresa Stubbs

The primary role of our Security Officer is to ensure team member safety.

Some of the Safety Officer's responsibilities are as follows:

• Coordinate and monitor safety and health training.

• Determine and implement accident mitigation measures to prevent reoccurrence.

• Maintain first aid equipment; designate trained First Aid team members and communicate
location of first aid equipment and names of trained First Aid team members to staff.

• Maintain, regularly communicate to team members, and update when necessary, the
Credit Union’s emergency evacuation plan and disaster procedures.

Technology Advancement Team (TAT)

TAT at CU SoCal is the team referred to as IT at other organizations. If you are locked out, in need of
equipment, or having technology challenges, this team is who you want to contact. You can call ext.
1411, email [email protected], or open at ticket by clicking on the TAT Helpdesk link on the
intranet tab.

Get to Know CU SoCal

I am CU SoCal:

https://vimeo.com/375022048

History of CU SoCal:

Our history starts in 1954 as the Whittier Area Schools FCU and began operations in the home of our first
treasurer, Mr. Ray Frankwick, serving the school district employees in the Whittier area.

Another difference between credit unions and banks is who can actually join a credit union. We call this our
field of Membership. In 1954, our field of Membership was to serve only school district employees in the
Whittier Area. That means everybody outside of that criteria that wanted to open an account had to be turned
away; that is – until 1987 when we changed our field of Membership to serve EVERYBODY in the Whittier
area. As you can imagine, Whittier was overjoyed with this change and we were committed to helping more
people. However, we didn’t stop there. We knew we could do more, for more and that’s why we changed our

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name to Credit Union of Southern California, which allowed more consumers to join our credit union and be
served by you and me.

Then in 2003, we added credit union partnerships to our growth strategy

Partnerships are so valuable for both parties. The Members of both credit unions now have access to more
branches, and often more services and products to meet their financial needs.

CU SoCal serves those who live, work, worship or attend school in the Los Angeles, Orange, Riverside, and
San Bernardino Counties.

Managers – Take time to talk about our stats from a high level.

CU SoCal today (as of 2021):
More than $2.1 billion in assets
More than 122,000 Members
19 branches
approx. 350 team members

Helping Hands

CU SoCal’s Helping Hands is our organization’s internal charity and was founded in 1997 by CU SoCal team
members. Events are held throughout the year to give team members the opportunity to get involved and
give back to the communities we serve, as well as providing relief to Members and team members, as
needed. In addition to funds provided by CU SoCal and our Board of Directors, fundraisers are held
throughout the year to support the many ways we provide relief and assistance.

(Create Video from Melissa and Natalie)

WHAM (Whenever, However, Appreciate, Members)

Our WHAM program is a way for our Member-facing team members to simply say, ‘thank you for being a
Member and we appreciate you’. Each branch is given an allotted budget every month to use as they wish to
WHAM their Members. Sometimes it’s with a lot of little things such as giving plants to all Members who visit,
or packaging spaghetti dinners for Members who might be too busy to do grocery shopping. Or, branches can
decide to show appreciate to one Member in a big way – like gifting a laptop to a young Member who is now
attending school from home but didn’t have her own laptop.

We encourage you to ask your leader how the team uses their WHAM funds every month and we can’t wait
for you to feel the excitement when you WHAM a Member for the first time.

Manager - Explain in more detail if you have budget for this.

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Follow Us (need to add icons)
https://www.facebook.com/CUSoCal
https://www.instagram.com/cusocal/
https://twitter.com/CUSoCal
https://www.linkedin.com/company/credit-union-of-southern-california/

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Things to Know & Where to Locate

CU SoCal's Intranet Home Page has many great tools and resources that will help you in your new role. Save
this as your homepage!

In your new role, you will want to become familiar with the following links:

ADP is the payroll system used by CU SoCal. Timecards, Company Policies, Pay and Tax Statements, PTO (Paid
Time Off) request and other tools/references are located on this system.

Team Member Directory is a quick and easy way to look up a location and/or phone extension for a teammate.

CU Develop is where you can find information, tools, and tips to advance your knowledge and bolster your
ability to Build Better Lives.

KnowBe4 is the security awareness training and simulated phishing platform that helps you manage the
ongoing problem of social engineering.

Operational Resources Guidelines (ORG's) are step-by-step instructions on how to perform a Members
request.

Products and Service Guide is a helpful tool that outlines the Features and Benefits of all share and loan
products.

Exceptional Experience Guide outlines the visual identity, branding, and communication guidelines for Credit
Union of Southern California (CU SoCal). It reflects the appropriate use of the CU SoCal logo and
communication standards to ensure a professional, consistent, and positive image for CU SoCal throughout all
communications.

In addition:

CU SoCal Website and Branch Locations is a useful tool to help a Member with OLB, check rates, verify credit
union promotions.

Branch Opening and Closing Procedures All Clear” signals are unique actions taken to inform other team
members it is safe to enter the building. They have been established at every branch, for the security of every
team member of the Credit Union. Opening and closing procedures must be adhered to while either opening
or closing a branch. Failure to follow the procedures is a serious breach in security and can result in
disciplinary action.

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The All-Clear Signal requirement does not apply to the Alhambra branch because they have security guards in
their building. Updates are made every 6 months and can be viewed under the ORG tab. Click on link to see
the most updated list.

S-Drive: The S drive is our network file share drive. Used by all departments for document storage accessible
throughout our entire organization.

Website and branch locations (useful tool to help a Member with OLB, check rates, verify promos etc)

https://www.cusocal.org/Access/Branches-and-ATMs

Corporate Scorecard

CU SoCal’s Corporate Scorecard outlines the top five goals for the organization. Key Service & Digital
Alignment Goals along with Key Financial & Growth Alignment Goals support the five goals. ???? As a CU SoCal
teammate, it is important that you know what the strategic goals are and how you can contribute every
day. To view the updated scorecard, visit the Intranet page and scroll down to Highlights.

Manager -Take time to talk to your new TM re the corp scorecard prior to next all-team meeting. Make it
relevant to the team member so they can see how their day to day impacts the scorecard. Chat about the top
priorities of the organization.

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Self-Development

CU SoCal is passionate about providing opportunities to learn and grow, which is why we are excited to share
a list of helpful resources and tools available to help you get acclimated to the credit union environment, while
supporting your professional development.

CU Develop

CU Develop serves as CU SoCal’s Learning Management System and is available for team members to access a
variety of training courses. In addition to the required compliance and required training, CU Develop is a great
resource to enhance your professional development.

CU SoCal Glossary

Banking terms/terminologies can be hard to comprehend. However, understanding them will make it an easy
to navigate into the world of banking, including specific terms and acronyms used at CU SoCal.

KnowBe4

As a financial institution, safeguarding our Member’s information is our top priority and KnowBe4 is the
program used to conduct information and security training and testing. As a new team member, you are
required to complete 60 minutes of security training within your first 30 days.

Leadership Foundations Program

The purpose of the Leadership Foundations Program is to help individuals learn and develop leadership
fundamentals that will benefit them immediately in their current roles, as well as prepare them for future
opportunities.

Operational Resource Guide (ORG)

ORG’s are CU SoCal’s official guidelines and procedures for various processes throughout the organization.
Please refer to the ORG Guide when in doubt to ensure consistent and accurate processing. AKA: SOP’s.

Products & Services Guide

This guide will provide you with an overview of all CU SoCal’s products and services; including key phrases
that will trigger a product recommendation, cross-selling benefits and links to all applicable ORGs, website &
internal reference pages. You’ll learn more on how to utilize this guide during your Products & Services class.

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Reading Library

Our reading library is a collection of books that may be checked out to support continues learning. Topics
include, Communication, Leadership and Employee Engagement.

Meetings

Organization Wide

Monthly All-Team

On the second Thursday of every month (except in November) CU SoCal holds an All-Team meeting.
These monthly meetings include a message from our CEO, a progress report on our Key Performance
Indicators (KPIs), celebration of team member promotions and anniversaries, and other relevant
information applicable for all team members. The All-Team meetings are held in the lunchroom of
Anaheim Hills from 8:05 a.m. – 9 a.m. The meetings are recorded for any team member who is unable
to attend in person or watch live from their department. It is expected that all team members watch
All-Team meetings within one week of the meeting.

Building Better Lives From – November 11

Every year on November 11 (Veterans Day) all CU SoCal team members gather to reflect and celebrate
the accomplishments of the past year and learn about what is on the horizon for the upcoming year.
CU SoCal is closed to Members; however, team members attend the Building Better Lives Forum and
are compensated for the entire day. Past forums have included service projects, guest speakers, and
team building activities.

Dave’s Quarterly Chats

Our President and CEO, Dave Gunderson, holds special Chats for all team members to ask questions
about the organization. It is an open forum style meeting where team members can speak up about
what is on their mind. Dave’s Quarterly Chats are held in Q1, Q2, and Q3. There are no Chats in Q4
due to the Building Better Lives Forum. There are several chat sessions each quarter so please work
with your manager to determine which chat you should attend.

Managers to insert department specific meetings (Team meetings, 1:1’s,
check-ins)

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Get to Know Your New Team

Managers: Make time to meet with your team member, within their first 2-days with your team, about the
organizational structure of your team – discuss reporting up through and the way teams are designed. Who is
a go-to for what?

Find a way to make introductions fun; two-truths and a lie, story-time –

• Video or zoom meeting
• All hands meeting

Manager to insert –

• Manager (leadership team) contact info
• Buddy info
• Expectations on ways to engage and interact with each other –

o Text, Skype, Emails

Systems & Platforms

CU SoCal utilizes several technologies and systems to serve our Members. Training is available for each of the
systems that our team utilizes. Some of this training will start in a formal classroom setting (in-person or
online). Additional systems training will be through job shadowing and on-the-job practice.

Below is a list of the primary systems used in our Department and the name of the Subject Matter Expert who
is your primary resource when you have questions about that system.

Example – managers please update this grid with your team specifics systems and platforms as well as
frequently used sites.

System Program Expert What it’s used for
Symitar Core platform for Member information

Encompass Tim McAdam Loan operating system for home loan applications,
processing, underwriting and funding
Velocify Tim McAdam
Point of sale and Member relationship management for
V.E.R.O.S Susana Reynoso leads, new applications and status updates for existing files

Credit Plus Susana Reynoso Automated Valuation Model for property values (primarily
used for home equity loans and HELOCs)
Fannie Mae Tim McAdam, Susana
EPPS Reynoso, Jeffrey Costales Credit Report provider for tri-merge mortgage credit
reports
Tim McAdam
Selling Guide (underwriting guidelines), base mortgage loan
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Encompass Product and Pricing Solution for first mortgage
rate locks

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Property Profiles Susana Reynoso Property title information to identify current property owners

Expectations & Deliverables

Job Description
30, 60, 90 days with specific items to accomplish, check progress Feedback form

Operations Onboarding Guide.pdf

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Appendix – Managers Only

• Managers Toolbox
• ADP
• CU Lead
• Timecard and wage and hour guide (BRENDA)

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