Job description
Under the direct supervision of the Support Services Supervisor/Manager; supports branches, call center, back office departments, members, and merchants by answering specialized operations calls regarding credit union policies, procedures, and processes (including legal documents, IRAs, tax reporting, debit/credit/ATM card declines/inquiries, etc.), electronic delivery channels (ATMs, online banking, mobile, bill pay, Coastline, etc.), performing research and providing answers and/or resolving complex issue independently. Performs other related complex tasks in support of the credit union’s operations functions.
DIMENSIONS
Office Locations: 26
Internal Clients Supported: 450 (approximate)
Member Accounts: 140,000(approximate)
Monthly Phone Support: 4,200 (approximate)
Cards Issued: 135,000 (approximate)
Supervisory responsibilities
The incumbent reports directly to the Supervisor/Manager of Support Services. There are no direct reports to this position.
NATURE & SCOPE
- Support branches, call center, back office departments, members, and merchants by answering operations calls regarding more specialized and technical credit union policies, procedures, and processes about services and products, including card declines/inquiries and troubleshooting, tax reporting for the entire credit union, and support/provide training on electronic delivery channels (ATMs, online banking, mobile, bill pay, Coastline, etc.), performing research and providing answers and/or resolving issues to more technical system related questions.
- Troubleshoot and resolve complicated credit/debit card, ATM and mobile deposit, ACH, to include A2A and P2P, share draft, shared branching, and bill pay exceptions and suspicious transactions, after analyzation from branch or Member Service Center (MSC) staff.
- Review for validity, interpret, and approve legal documents to include Power of Attorney, Certification of Trust, business account documentation (e.g. sole proprietorships, partnerships, corporations), and to ensure compliance with Bank Secrecy Act (BSA). May process levies and various court orders; adhering to court instructions to avoid penalties/fines/legal action. Independent decisions are made based upon the question presented which if incorrect could result in legal ramifications and/or penalties for the member and/or credit union.
- Research, analyze, adjust, and respond to ATM, ACH, debit and credit card, and account discrepancies, in accordance with Regulation E, Regulation Z, NACHA rules, and the Uniform Commercial Code to avoid legal noncompliance.
- Review and process various reports to include debit/credit cards (lost/stolen etc.), ATM and mobile deposits, share draft exceptions, bill pay, etc., making appropriate adjustments and ensure compliance with Regulations.
- May process ACH exceptions, stop payments, revocations, reoccurring loan payments, manual payrolls, and basic dormant/escheat functions.
- Process requests for new and replacement debit, credit, and ATM cards, analyzing issuance using judgement as to past card/fraud history, and order new cards and PIN’s if appropriate. Perform debit, credit, and ATM card file maintenance to include adjustments, data changes, name changes, blocking/unblocking cards, etc.
- May reconcile department general ledger accounts researching and posting adjustments, as required.
- May perform maintenance functions on dormant accounts, to include reviewing accounts with out of state addresses that are subject to escheat, credit union cashier’s checks, as per applicable state laws notify account holders, and process member responses in order to avoid incorrect reporting or escheatment.
- Answer branch and MSC questions, and may assist with IRA reports and processing to ensure compliance with Internal Revenue Service rules in order to avoid inaccurate reporting and potential IRS penalties. Review IRA direct transfer documentation received from other financial institutions to ensure permissible transaction and process IRA withdrawal transfers to other institutions.
- May review select vendor invoices for discrepancies and review with management to ensure overpayment is not made.
- May assist branch staff with new and renewing Notary process in accordance with State of California laws.
- Create and prepare professional member correspondence.
- Provides back up support to Support Services Specialist I position.
- Performs other duties as required.
Education, skills, & abilities
The Eight Superpowers
- Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
- Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
- Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
- Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
- Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
- Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
- Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
- Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.
Other Education, Skills, and Abilities
- Requires a high school diploma or general equivalency plus a minimum of two (2) years’ experience in a financial institution performing a wide variety of financial transactions. Debit, credit, ATM, IRA, and legal document experience preferred.
- Ability to communicate effectively verbally and in writing.
- Working knowledge of BSA, (including CTRs, SARs, and MILs), OFAC, Regulation CC, Regulation D, Regulation Z, Escheat laws, and NACHA rules.
- Excellent organization and customer service skills required.
- Requires an empathetic demeanor to achieve the highest level of service.
- Skill and ability to perform financial transactions with accuracy and minimal or no errors in daily work.
- Ability to identify, evaluate, and offer solutions to address members’ needs.
- Basic knowledge of accounting principles.
- Ability to analyze and suggest ways to improve assigned tasks.
- Ability to work as a team, displaying a positive, professional attitude at all times. Adhere to Be Real principles.
- Ability to multi-task and work under time constraints to meet work deadlines.
- Previous experience with Microsoft Office applications (Word, Excel, and Outlook) is required.
- Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.
- Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand and follow posted work rules and procedures and accept constructive criticism.
MAJOR ACCOUNTABILITIES
- Support branches, call center, back office departments, members, merchants, and vendors answering operations calls regarding credit union policies, procedures, and processes about services and products, including debit, credit, and ATM card declines/inquiries and troubleshooting, and electronic delivery channels (ATMs, online banking, mobile, bill pay, Coastline, etc.), performing research and providing answers and/or resolving issues.
- Review, interpret, and approve legal documents to include Power of Attorney, Certification of Trust, business account documentation, tax reporting, and various court orders.
- Troubleshoot and resolve card, ATM and mobile deposit, ACH, to include A2A and P2P, share draft, shared branching, and bill pay exceptions and suspicious transactions.
- Research, analyze, adjust, and respond to ATM, ACH, card, and account discrepancies, in accordance with Regulation E, Regulation Z, NACHA rules, and the Uniform Commercial Code.
- Review and process various reports to include cards (lost/stolen, etc.), ATM and mobile deposits, share draft exceptions, bill pay, etc., making appropriate adjustments and place holds in accordance with Regulations.
Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.
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