Support Services Specialist II

California Coast Credit•San Diego, CA

3d•$23 - $28

About The Position

Provides operational phone and email support to branches, the Member Service Center (MSC), Spectrum departments, and members when applicable. Completes additional department processes and tasks as assigned. Supports internal and external members with routine questions about general operations policies and procedures, processes operations transactions, and provides digital support for Online and Mobile banking as needed. The role requires general knowledge of financial products and services and extensive knowledge in two of these areas: powers of attorney, deceased accounts, trusts, or IRAs. It also requires working knowledge or understanding of California or out-of-state escheats, tax reporting, and levies. The position follows department and credit union service standards to provide exceptional, personalized service. The incumbent reports directly to the Supervisor/Assistant Manager, Support Services and has no direct reports. The position processes incoming and returned mail and performs account maintenance, including address and name changes, account vesting and beneficiary changes, closed-account requests, check orders, and marketing exclusions. It also maintains decedent accounts based on mailed documents or deceased-account email notifications, performs nightly department balancing, scans checks, and delivers barcoded items to eDM. The role supports 46 branches/departments, with approximately 700 monthly phone interactions, 2,700 monthly incoming and outgoing mail items, and 1,600 monthly incoming and outgoing emails. Candidates need a high school diploma or GED and at least three years of financial-institution experience, including at least one year as a personal financial representative or in an equivalent support-services representative role performing a wide variety of financial transactions. The role calls for strong communication, organization, customer-service, teamwork, accuracy, multitasking, problem-solving, and process-analysis abilities, as well as proficiency with standard business equipment and Microsoft Office applications.

Requirements

High school diploma or general equivalency (GED).
At least three years of experience at a financial institution.
At least one year as a personal financial representative or in an equivalent support-services representative position performing a wide variety of financial transactions.
General knowledge and understanding of financial products and services, including new accounts, fiduciary accounts, and business accounts.
Extensive knowledge in two of the following areas: powers of attorney, deceased accounts, trusts, or IRAs.
Working knowledge or understanding of California or out-of-state escheats, tax reporting, and levies.
Ability to operate standard business equipment, including a computer, printer, fax, copier, telephone, and accompanying devices.
Previous experience with Microsoft Office applications, including Word, Excel, and Outlook.
Effective verbal and written communication skills.
Excellent organization and customer-service skills.
Ability to remain focused and receptive while providing internal and external member service.
Ability to work as part of a team with a positive and professional disposition.
Ability to identify, evaluate, and offer solutions to internal and external member questions.
Accuracy in performing financial transactions.
Ability to multitask and work under time constraints to meet deadlines.
Ability to analyze department processes and suggest efficiencies.
Ability to arrive on time, follow directions and procedures, interact effectively with coworkers, and accept constructive criticism.
Demonstrate the listed Eight Superpowers: model leadership and bring forward ideas; show empathy, self-reflection, and emotional intelligence; practice active listening; persist through obstacles; demonstrate self-motivation and build effective relationships; use creative problem-solving; value diverse perspectives and differences; and support inclusion and collaboration.

Responsibilities

Provide operational phone and email support to branches, the Member Service Center, Spectrum departments, and internal and external members.
Answer routine questions about general operations policies and procedures.
Process operations transactions involving IRAs, dormant accounts, consumer accounts, powers of attorney, trusts, business accounts, and deceased accounts.
Provide digital support for Online and Mobile banking as needed.
Follow department and credit union service standards to provide personalized service.
Process incoming and returned mail, including address changes, name changes, account vesting and beneficiary changes, closed-account requests, check orders, and marketing exclusions.
Perform file maintenance on decedent accounts based on incoming mail and deceased-account email notifications.
Perform nightly department balancing, including check scanning and delivery of barcoded items to eDM.
Review and audit department reports as assigned.
Perform other duties, tasks, projects, and administrative work as assigned.