Operations Support Specialist

Position Summary

Enhances the quality of life for our members/team members by meeting or exceeding their service expectations and building relationships of trust and loyalty. This support department position will provide an industry leading service experience by processing digital and traditional services in an efficient and accurate manner. This position supports team member inquiries, requests, and concerns related to transactions, new accounts, account maintenance, specialty accounts and digital service channels. Provides professional, written communication and maintains operations documents. Delivers standardized, accurate information and assistance to retail team members in support of member service.

Essential Functions & Additional Responsibilities

• Build and Maintain Operational Procedures – Demonstrates professional verbal and written communication. Responsible for developing, reviewing, and updating Branch Operations procedures and reference materials. Collaborates with other departments to identify applicable updates and ensure effective communication of changes. Uploads documents to company intranet and coordinates timely announcements related to updates. Proactively notifies management of trends concerning operational inefficiencies or opportunities for system or procedural improvement. Regularly monitors and updates external knowledge base (KB) articles for interflow provider.
• Retail Operations Support – Maintains an extensive knowledge of Credit Union West products, systems, and services to support a variety of team member needs and questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Collaborates and assists with user acceptance testing for various systems and operational projects. Handles more complex member service requests, escalating questions to management or higher as needed. Meets or exceeds established department metrics and service level agreements. Completes operational reporting, as assigned.
• Specialized Accounts Handling – Acts as a subject matter expert for specialty accounts and documents, including but not limited to: Trusts, Estates, Business, Representative Payees, Conservatorships, Power of Attorneys, UTMA. Conducts quality assurance on specialty accounts. Performs file maintenance to ensure accounts reflect correctly in the core. Assists team members and members with questions regarding specialty accounts and related documents. Escalates unique cases to management or internal legal review, as needed. Facilitates support of deceased member accounts, including account review, communications, maintenance, or closures, with a sensitive disposition while navigating legal boundaries and regulatory requirements. Responsible for updates to the CRM system to provide frontline team members with instructions.
• Performs other duties as assigned.

Education:

A high school diploma or G.E.D.

Experience:

3-5 years of experience in operations, preferably in a Credit Union or financial institution environment.

Skills & Competencies

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.