Salary Range: $36,531 – $51,142
Summary:
Responsible for providing quality service, extraordinary presentation, and communication skills to members via Telephone, Email, and Interactive Teller Machine (ITMs). This includes but is not limited to daily processing of Retail Loan Servicing and Deposit Service areas including Card Services, Online Banking, Electronic Services, ACH, Share Draft and Exception and Return Item Processing. The incumbent will understand and comply with all state and federal regulations. The Operations Specialist must excel in a fast-paced environment with exceptional time management skills. Must be willing to work flexible hours.
Duties and Responsibilities:
- Provides email and phone support to members and colleagues on service questions and issues.
- Assists in developing and updating policies and procedures.
- Responsible for meeting department production goals and standards.
- Seeks improved methods of functionality for all services provided.
- Ensures timely ordering, production, and delivery of plastic access cards. Maintains knowledge of plastic card procedures.
- Processes chargebacks and manages disputed activity. Responds within regulatory timeframes (specifically Regulation E) Interacts with proper service provider depending upon type of transaction.
- Contacts members when cards are compromised.
- Ensure processing and resolution of fraudulent or unauthorized ACH and/or checking transactions.
- Ensure proper processing of International ACH transactions (IATs)
- Ensures the proper processing of Incoming and Outgoing wire transactions.
- Responsible for adherence to the NACHA rules, United States Government regulations, and Commonwealth of Massachusetts laws governing ACH and exception processing and remains current with ACH time frames, regulations, and returned item processing.
- Responsible for all tasks related to processing and exception handling of ATM Debit Cards.
- Responsible for all tasks associated with Remote Deposit processing.
- Performs loan adjustment functions including researching and resolving member disputes, processing loan modification requests and loan maintenance due to incorrect set up.
- Performs Title functions including monitoring perfection of vehicle titles, releasing documents for all consumer loans.
- Performs quality control functions including ensuring all new consumer loans are set up correctly. Making necessary corrections if needed.
- Quality control of signature cards and account related documents, including maintaining a maintenance log of any errors.
- Successful completion of all training programs required for the ITM.
- Responsible for performing ITM transactions.
- Provides exceptional member service including making eye contact, welcoming, and greeting members and demonstrating personalized service through building member loyalty, courtesy, and friendliness.
- Produce monthly reports for file maintenance, loan maturity, rate adjustments, debt protection programs and any data integrity issue.
- Follows record retention guidelines related to servicing, from the filing of active loan files, storage of paid loans and the purging of documentation/files following the expiration of required retention time frames.
- Contributes to department goals by undertaking other duties and/or projects as required.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, and comply with all Federal and State Regulations, and internal credit union policies and procedures. The qualifications below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Supervisor Responsibility:
No supervisory responsibilities.
Language Ability:
The position requires the ability to read and interpret documents, along with the ability to write routine reports and correspondence. The incumbent must possess the ability to speak effectively in one-on-one groups or large groups and the ability to respond to inquiries or complaints in a professional manner.
Math Ability:
The incumbent should possess the ability to work with mathematical concepts such as probability and statistical inference. Also be able to apply concepts such as fractions, percentages, ratios, and proportions to credit union situations.
Reasoning Ability:
Must have the ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of complex instructions finished in written, oral, diagram, or schedule form.
Computer Skills:
The position requires strong experience with credit union core systems, third party service providers, and MS Word, Excel, and PowerPoint.
Education/Experience Required:
- A High School Diploma and/or associate degree is preferred.
- Minimum of two years of financial service experience, including specific responsibilities for deposit and card services functions and comfort with online banking products, and familiarity with ACH regulations. Familiarity with federal and state banking statutes and regulations. Electronic payments expertise required. Retail Loan experience required.
- Excellent interpersonal, communication, and motivational skills required.
Working Conditions and Physical Effort:
The work environment characteristics described here are representative of what an Operations Specialist encounters while performing essential functions of this job.
Physical Demands/Efforts:
- Regular physical exertion required to lift up to 20 lbs.
- Work performed is typically sedentary with occasional periods of walking and standing. May also require stooping, kneeling, and crouching.
- Utilize finger dexterity to perform computer options.
- Must be capable of effective oral communication via writing, telephone, fax, or face to face.
- Travel between locations and attend meetings.
Mental and Visual Demands:
Mental concentration is required to work with numbers and spreadsheets.
Work Environment and Hazards:
The work environment is in a typical office setting free from hazards.
EOE/F/M/Vet/Disabled