Service Support Specialist

Georgia's Own Credit Union • Atlanta, GA

5d • Hybrid

About The Position

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today. This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office. The Service Support Specialist plays a vital role in supporting the Deposit Account Services team by assisting in the administration, maintenance, and optimization of deposit and IRA systems, vendor coordination, and operational processes. This position ensures smooth daily operations, supports compliance and fraud mitigation efforts, and enhances both employee and member experiences through efficient system use and process improvements. The role also serves as a liaison between internal departments and external vendors to ensure strategic alignment and operational excellence.

Requirements

• Associate’s degree or equivalent work experience in banking, finance, or business administration.
• 2+ years of experience in deposit operations, financial services, or system administration.
• Strong attention to detail and ability to manage multiple tasks effectively.
• Excellent communication, organizational, and problem-solving skills.

Nice To Haves

• Familiarity with Alloy, MeridianLink, WithClutch, and core banking systems preferred.
• Knowledge of IRA regulations, BSA, and Patriot Act is a plus.

Responsibilities

• System Support & Maintenance Assist in the administration and optimization of Alloy, WithClutch, MeridianLink, and core processing systems. Perform system audits, user access reviews, and support testing for updates and enhancements. Submit and track Business Technology tickets (e.g., merging duplicate profiles, deleting records).
• Operational & Account Support Support execution and documentation of approved rate exceptions and review rate abnormalities before end-of-month processing.
• IRA & Deposit Services Provide Tier 1 support for IRA services, including RMD setups, beneficiary account processing, and direct transfers. Maintain and update job aids, policies, and procedures related to deposit and IRA services on the company intranet.
• Fraud Mitigation & Dispute Handling Assist in fraud mitigation and dispute resolution related to new account funding through Plaid and Stripe. Track and escalate chargebacks and suspicious activity as needed.
• Vendor & Invoice Management Assist in managing vendor relationships and submitting/approving invoices for assigned deposit operations vendors.
• Project & Testing Support Participate in internal testing for new systems and enhancements. Support departmental projects in collaboration with the PMO and other business units.
• Compliance & Documentation Collaborate with Compliance, Business Technology, and Product teams to ensure regulatory alignment. Ensure all documentation, job aids, and procedures remain current and compliant with BSA, Patriot Act, and other regulations.
• Cross-Functional Collaboration Work closely with Area Service Managers to support digital account opening and loan queue scheduling. Serve as a subject matter expert for Member Services, Virtual Universal Bankers, and Retail Branch employees. Support Consumer Market Service initiatives and contribute to the development and evaluation of policies and procedures.
• All other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees