Sr. Operations Support Specialist

Credit Union West•Glendale, AZ

just now

About The Position

Enhances the quality of life for our members/team members by meeting or exceeding their service expectations and building relationships of trust and loyalty. This support department position will provide an industry leading service experience by processing digital and traditional services in an efficient and accurate manner. This position supports team member inquiries, requests, and concerns related to new accounts, account maintenance, specialty accounts, consumer loans, and real estate lending. This individual assembles and reviews legal documentation pertaining to specialty accounts. Delivers standardized, accurate information and assistance to retail team members in support of member service.

Requirements

A high school diploma or G.E.D.
3-5 years of experience in operations, preferably in a Credit Union or financial institution environment.
NMLS required.
Live the mission, vision, and core values of the credit union.
Able to communicate effectively and tactfully with employees and members both orally and in writing.
Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
Thorough knowledge and understanding of organization’s Employee Handbook and policies.
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, AntiMoney Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Responsibilities

Operations Lending Support – Maintains an extensive knowledge of Credit Union West consumer and real estate lending platforms to support a variety of team member lending related questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Supports a variety of services ranging from general inquires to complex loan recasts, interest accrual calculations, and provides guidance and assistance with funding error resolution. Identifies, recommends, and submits requests for procedure creation and/or revision. Collaborates and assists with user acceptance testing for various systems and operational projects. Meets or exceeds established department metrics and service level agreements.
Specialized Accounts Handling - Acts as a subject matter expert for specialty accounts and documents, including but not limited to: Trusts, Estates, Business, Representative Payees, Conservatorships, Power of Attorneys, UTMA. Conducts quality assurance on specialty accounts. Serves as an analyst for specialty accounts by conducting research, assembling legal documents, making assessments, and recommending legal review if applicable. Facilitates support of deceased member accounts, including loan updates, account review, communications, maintenance, or closures, with a sensitive disposition while navigating legal boundaries and regulatory requirements. Responsible for updates to the CRM system to provide frontline team members with instructions.
Account Adjustment Resolution - Assists with and regularly completes simple and complex loan recast and adjustments. Performs file maintenance when appropriate to ensure accounts and loans reflect correctly in the core. Completes research and follow up on returned checks from loan proceeds. Is responsible for completion of assigned reports and ensures resolution of findings. Identifies trends and makes recommendations to management for improved processes or training to reduce loan posting errors.
Performs other duties as assigned.