Operations Support Services Officer

Silver State Schools Credit Union•Las Vegas, NV

1d•Onsite

About The Position

The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions – For Life," by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions. To deliver service in alignment with our Service Commitments: I will earn respect and build trust by acting with integrity in every situation. I will understand my role in supporting the team to achieve our purpose. I will focus on people over products and build lasting relationships. I will take ownership and accept responsibility. I will treat my coworkers with the same high standards as I treat my member. I will continuously look for ways to improve myself, my credit union, and my community. I will accept there is no "they". We are one working toward the same mission. I will commit to the core values. Possess adequate product knowledge as measured by the annual product knowledge certification assessment. Meet or exceed established sales and service goals. SUMMARY: Responsible for supporting all branch and departmental support and member functions assigned. Responsible for member support for online banking and mobile banking (consumer and business) and all functions included within the platforms, support frontline teams and back-office operations and all additional assigned Credit Union operations and member support. Presenting and explaining credit union products and services to employees and members. Build member/internal team relationships through actively identifying additional products and services that will aid the member in achieving their financial goals. Responsible for assisting employees and members/internal teams in resolving account related problems by recommending solutions that will meet and/or exceed their requests. This position requires an ability to communicate effectively with internal and external members and to be able to represent the credit union in a professional manner. Provide the highest level of service always.

Requirements

High school diploma or general education degree (GED); and a minimum of 3-5 years related experience and/or training in banking operations; or equivalent combination of education and related experience.
Thorough knowledge of credit union's computer system for performing basic input/output tasks.
Must take all required digital banking certification classes and pass exams within 6 months of hire date.

Nice To Haves

Word, Excel, PowerPoint, and technology software knowledge preferred.

Responsibilities

Processes all incoming and outgoing communication daily. This includes but is not limited to verification of deposits, member and frontline correspondence, and research requests.
Scans/data sorts/system indexes all incoming documents including but not limited to loan documents, daily work, death certificates, legal documents, and other member records.
Responsible for filing, storge, and destruction of checks as specified in SSSCU policies and procedures.
Responds and researches member inquiries regarding the operations of accounts, access to services, resolving account discrepancies, loan application questions as well as loan decisions, balancing and reconciling account ledgers, adding or reducing service features on various account types and shares, and educating and assisting members on all digital services and functions. This is primarily done via email, by phone, using chat functions, and by assisting SSSCU employees.
Processes a variety of financial transactions for members including the opening and closing of accounts, issuing checks, processing deposits and withdrawals from accounts, processing loan and mortgage payments, filing insurance claims, issuing/reissuing certificates, drafts, and other negotiable instruments.
Processes, organizes, and files IRA forms and assists with monitoring the accuracy of all IRA transactions.
Assists with frontline and member support of online banking for business account functions, remote deposit capture, ACH incoming and outgoing, online wires, Check Positive Pay and supporting all business bill pay users.
Must be comfortable in a high-volume/productions, fast paced environment. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement.
Processes all digital payments inquiries including dispute resolutions, resolving escalated member payment issues, reviewing payment holds, and general ledger reconciliation.
Assists Risk Management with digital payment fraud investigations, researches improper payment usage and processes requests from Bill Pay for return of funds .
Must be highly proficient in the knowledge and use of all digital/electronic products and services with emphasis on new technology to ensure the success of all technologies.
Assists in training employees and members on all digital platforms including remote deposit capture, transfers to other institutions, and billpay.
Assisting members with access and all services pertaining to online banking including mobile banking applications.
Resolves issues for members including logging into online banking, business online banking, mobile application and other online banking products, how to use the functions, and general questions.
Supports frontline and departments on member support research, processes and procedures.
Recommends efficiencies in support workflows for automation
Assists with quality control for frontline and department assigned applications.
Works cooperatively with all other departments to ensure all member and employee requests are completely satisfied.
Completes various reports and projects as required.
Adheres to the Credit Union's core values (SMART Pro).
Follows established credit union policies and procedures, government rules and regulations, and visitor and security guidelines.
Other duties and functions as assigned by leadership.