Operations Specialist

San Diego County Credit Union•San Diego, CA

12d

About The Position

Responsible for answering questions and providing guidance regarding credit union products/services and policies. Serves as a resource to branch and call center employees by responding to questions and conducting basic research about credit union operational policies/procedures, and transactions.

Requirements

High school diploma or equivalent.
Minimum 2 years’ experience in a financial institution
Ability to work with all levels of management and credit union staff by phone and email
Effective organizational and time management skills
Effective interpersonal, oral and written communication skills
Strong analytical skills with attention to detail
Ability to work effectively under pressure and with large volumes of work; adaptability and flexibility with changing priorities
Ability to analyze fiduciary and estate documents
Demonstrated knowledge of credit union policies and procedures
Working knowledge of federal and state regulations
Proficient with Microsoft Office applications, including Excel and PowerPoint

Responsibilities

Answer all calls, emails, Service Portal Tickets and in-person communication in a courteous, respectful, accurate, supportive and timely manner.
Execute first call resolution; may require research, follow-up, return calls.
Assist with tracking and maintaining documentation for problems as needed. Review and provide direction on the acceptance of court initiated documents including, but not limited to Estates, Guardianships, Trusts, Power of Attorneys, any documentation presented on decedent accounts
Identify weaknesses or deficiencies in operational procedures and recommend solutions to standardize and optimize key processes that influence member satisfaction and/or associate productivity
Attend webinars and training classes related to Procedures and Polices
Collaborate with other departments to implement positive changes
Update procedures as gaps are identified and in coordination with regulatory changes for management approval and publish in the Operations Manual
Contribute to process and system enhancements as needed
Prepare and/or provide input on communications to operations staff
Conduct audits on instant issue cards and other areas as needed
Work assigned Totaline Reports for Operations Department
User administration of foreign wire system (PNC)
Assist with troubleshooting SDCCU services such as Online Banking platform, WireXChange, and BiZChex
Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the BSA Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
Perform other duties as assigned.