Online Service Specialist I

Golden 1 Credit Union•Sacramento, CA

1d•Remote

About The Position

Responsible for the fulfillment operations for new accounts originating in the digital channel. Keen eye for detecting suspicious activity and initiative to investigate potential fraud. Engages in interactions that ensure Golden 1 members encounter a positive experience beginning from new account origination through finalization and funding. As an Online Service Specialist I, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.

Requirements

High School or GED required.
Excellent oral and written communication skills.
Advanced knowledge in the following areas: Federal Rules and Regulations as applied to credit unions, G1 products (consultative), employee handbooks, Lighthouse, teamwork, and customer service.
Basic knowledge in the following systems/applications: Microsoft Office (Word, Excel and Outlook), eFunds, Concur, Relationship Manager, Meridian Link / Loans PQ, DMVDesk, Equifax, OFAC, DSUI, EnAct, ECM, Fiserv/CWS, CLEAR, Alloy.
Prolonged sitting throughout the workday with occasional mobility required.
May be required to work off-hours when conducting service pack validation and testing.
Ability to frequently move about the office to accomplish tasks.
Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
Corrected vision in the normal range.

Nice To Haves

Minimum two plus years of prior experience in a banker role at another financial institution or customer relationship building role preferred
1 year as a Member Service Specialist II or teller role at Golden 1 or another financial institution preferred.

Responsibilities

Responsible for the fulfillment operations for new accounts originating in the digital channel.
Consistently meet or exceed KPI target of application/calls per hour and maintain high attention to detail with minimal errors.
Identify and investigate unusual or suspicious Xpress Account applications, and the document findings in a UAR submitted to Verafin.
Identifies and report fraudulent activity to management and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union.
Comply with all internal audit findings, online account opening rules and BSA requirements as it relates to opening a new account.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy, anti-money laundering laws, OFAC and FACTA.
Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes.
Communicate with branches, Home Loans and other back-office departments and research and resolve complex issues that prevent account opening.
Manage multiple internal queues and maintain service levels and regulatory requirements.
Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.
Participate in video conferencing and online meetings while being comfortable in a virtual office culture.
Audit and verify signature cards in ECM (Enterprise Content Management).
Ensures confidentiality of all members and credit union information.
Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures.
Assumes other responsibilities as apparent or assigned.