Senior Deposit Services Specialist

UW Credit Union•Wauwatosa, WI

16h

About The Position

UW Credit Union’s Deposit Services team is growing and is looking for a senior member. The Senior Deposit Services Specialist drives Deposit Services operations, employing deep subject matter and cross-functional expertise in deposit account operations, processing transactions, and providing operational support for various account types including checking, savings, money market, certificate, IRA, business, and fiduciary accounts. This role provides superior service directly to other Membership Services staff and supports cross-functional member-facing staff in resolving deposit account inquiries, enhancing compliance knowledge, and executing complex business processes. The incumbent is expected to mentor others, possess exceptional interpersonal skills, problem-solving abilities, a commitment to accuracy and exceptional member service, and exceed benchmarks for volume, service levels, and quality. They will handle the most complex account-related inquiries and tasks escalated by other specialists and staff. Furthermore, the incumbent will champion change, identify and implement process improvements, serve as a subject matter expert (SME) on critical enterprise business initiatives, regularly train and mentor new staff, and assist Management in maintaining key vendor relationships.

Requirements

Associates degree in business or related field required.
4 - 5 years of experience cross-functional collaboration required.
4 - 5 years of experience in a financial institution required.
4 - 5 years of experience in customer service required.
2 - 3 years of experience in project execution required.
Ability to effectively prioritize workload and tasks, complete assignments in a timely manner, and meet deadlines.
Demonstrated investigative, analytical, organizational, decision making and problem-solving skills.
Strong verbal and written communication skills.
Skilled at training and mentoring.
Ability to work independently as well as collaboratively in team environments.
Proficient with Microsoft Office products.

Nice To Haves

Bachelor's degree in business or related field preferred.

Responsibilities

Process escalated account requests, including maintenance, servicing, reporting, and other transactional activities including but not limited to: Administration and review of negative account processes such as force closures and charge-offs; Processing account closures; Member information updates and monetary adjustments; Processing and reporting on liens, levies and garnishments; Monitoring certificate maturity queues and processing interest corrections; Business account review and error correction; Trust and fiduciary account servicing and review; IRA and CESA account servicing and tax reporting support and review; Decedent account management and review.
Take ownership for resolving own and escalated member deposit account inquiries while executing sound judgment in risk assessment.
Collaborate cross-functionally to provide feedback on errors, ensuring timely corrections and necessary follow-up actions.
Monitor compliance with regulations and internal service levels, using sound judgment to prioritize tasks and manage unexpected work effectively.
Exceed member expectations by delivering exceptional service both directly to members and by supporting other member-facing staff in their service delivery.
Understand the full range of features and advantages of deposit-related products and services to support excellence in service delivery; provide knowledge support to Deposit Services Specialists I and II, other Membership Services staff, cross-functional member-facing staff, and technology staff.
Identify opportunities to enhance interactions in cross-functional business processes and across all technology platforms, refining these touchpoints to streamline processes and elevate the member experience.
Leverage deep product knowledge to advise Deposit Services, the Membership Services division, and cross-functional leadership on the impacts of business change introduced through enterprise business initiatives and functional changes.
Develop and execute detailed test scripts for core processing system releases, year-end processing, and escheatment procedures relative to Deposit Services and related cross-functional uses.
Lead and coordinate the deposit tax reporting process.
Collaborate with other Membership Services and cross-functional staff to enhance and maintain procedures, recommending and implementing improvements to increase productivity, performance and efficiency.
Maintain understanding of relevant regulations to ensure compliant application relative to technology, product design, and Deposit Services business process execution.
Collaborate with vendors to ensure their products and services are supporting the business effectively.
Monitor, address and resolve production issues by managing escalations to effectively and preemptively tackle and alleviate member concerns and complications.
Create and update training materials to provide comprehensive and effective resources for onboarding and developing new staff.
Assume ownership of personal development through dialogs, participation in group initiatives and projects, and engagement with training.
Explore development options including mentor/mentee relationships, and the use of tools such as the Leader of Self gap analysis and Individual Development Plan (IDP).
Be a champion of change: embrace innovation and closely collaborate with others to achieve departmental and organizational goals.
Develop and maintain expertise of internal resources, procedures, systems, and tools.
Acquire and sustain in-depth knowledge of Business, IRA, Trust, Estate, and other Fiduciary accounts, including relevant rules and regulations.
Develop and maintain a deep understanding of the Deposit Services business, including its operations, products, and services, while also gaining a solid understanding of the Membership Services business and its intersection with Deposit Services.
Strengthen the Credit Union's inclusive environment by engaging with ongoing DEI initiatives.
Invite and accept feedback and provide upward feedback.
Serve as a mentor and positive role model for others within the team.

Benefits

21.5 days of annual time off (accrued per pay period)
2 weeks paid caregiver leave
2.5 weeks paid new child parental leave
2 days paid volunteer time
10 paid holidays (including your birthday!)
401k company match of up to 5%, plus approximately 4% discretionary match
Variable bonus reward
Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
Employee Assistance Program

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