Account Operations Specialist II

Hudson Valley Credit Union•Poughkeepsie, NY

15h

About The Position

Hudson Valley Credit Union is currently recruiting for the position of Account Operations Specialist II. Primary Function: responsible for demonstrating proficiency in all core responsibilities of the Account Operations Specialist role. This advanced-level position provides elevated service and support, resolves complex member inquiries, and ensures adherence to regulatory requirements. In addition to core operational duties, the Account Operations Specialist II serves as a key support resource for the team, contributing to training efforts and acting as a subject matter expert. This role works closely with department leadership to support team-wide functions and drive operational excellence.

Requirements

High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate; or a current high school senior in possession of a certificate of satisfactory academic standing required
NYS Notary Public required
Minimum 1 Year Data entry or clerical experience required
Minimum 1 year experience with a financial institution required

Responsibilities

Perform the completion of the daily tasks, internal and vendor reports, general ledger accounts, and notify the Supervisor of any concerns/issues for further direction.
Investigate and resolve complex or escalated issues, including fraud, transaction errors, and member complaints. Provide assistance to callers from Branch and Contact Center networks in alignment with Quality Assurance and CARE standards.
Monitor work queues/documentation/emails and perform approvals within authority level to ensure timely and accurate responses.
Participate in audits, internal reviews, and compliance testing, as needed.
Assist with reporting and performance metrics tracking for leadership.
Participate in projects to enhance the member experience and operational efficiency.
Support new program initiatives and product rollouts, providing feedback and testing when necessary. Serve as a subject matter expert for cross functional teams and member education as needed.
Train and mentor Specialist, providing guidance on policies, procedures, and customer service best practices. Participate as a role model for "On The Job Training" (OJT) with new employees within the department.
Serve as back-up to the Supervisor, as needed.
Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
Responsible for regular and predictable attendance including punctuality.