Operations Support Specialist II

EdFed•Miami, FL

5d•Onsite

About The Position

The Operations Support Specialist II role is responsible for maintaining advanced knowledge of credit union services, policies, procedures, and general operations practices. This position assists frontline and key support departments with complex member inquiries, account issues, research, and document requests. The role provides support for all functions processed in the Operations department, answers member calls, and provides outstanding member service and internal support to frontline staff. A thorough working knowledge of related Florida statutes and applicable federal regulations is required. The Specialist reviews Trust Documents, Power of Attorney, and Guardianship documents to ensure compliance. Key responsibilities include administering the Credit Union’s Safe Deposit Box program, notary commissioning program, and Medallion Signature Guarantee program. The role also provides guidance on check negotiation, backup support for deceased accounts, and represents the Credit Union during safe-deposit box inventories. Additionally, the Specialist reviews, processes, and balances daily/monthly operational reports and resolves member and staff escalations. Other duties as assigned by management.

Requirements

Prior experience in a similar role.
Strong communication, analytical, research, and problem-solving skills.
High Advanced knowledge of credit union policy and procedures.
High Accuracy and attention to detail.
Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

Nice To Haves

High Proficiency in Microsoft Office is desirable.

Responsibilities

Maintain an advanced knowledge of credit union services, policies, procedures, and general operations practices.
Assist frontline and key support departments with complex member inquiries, account issues, research, and document requests.
Provide support for all functions processed in the Operations department.
Answer member calls and provide assistance or direct the call to the appropriate department.
Provide outstanding member service and internal support to frontline staff.
Maintain a thorough working knowledge of related Florida statutes and applicable federal regulations.
Review Trust Documents to ensure accounts are opened and maintained in accordance with Credit Union Bylaws.
Review Power of Attorney and Guardianship documents to ensure compliance with statutes and internal policies.
Administer the Credit Union’s Safe Deposit Box program, including lease management and fee posting.
Administer the Credit Union’s notary commissioning program, including training and support.
Administer the Credit Union’s Medallion Signature Guarantee program, including training and support.
Provide guidance to frontline staff related to check negotiation.
Provide backup support to the Account Settlement Specialist for inquiries involving deceased accounts.
Represent the Credit Union as an Officer of the lessor during safe-deposit box inventories.
Review, process, and balance daily/monthly operational reports.
Appropriately respond and resolve member and staff escalations.
Perform other duties as assigned by management.