Operations Support Specialist II - Pacific Service Credit Union : Job Details

Working for Pacific Service Credit Union We put people first. That includes our members, our employees and the communities we serve. We hire energetic and enthusiastic people who want to work as part of our team. What's in it for you? Health insurance coverage: We provide our employees with 100% premium employer-paid medical, dental, vision, disability and basic life insurance for full-time employees and a low monthly premium for eligible dependents. 401k: We contribute 3% of your base salary to your 401k account regardless of whether you contribute or not. In addition, we match 75% of your contributions up to the first 3% of eligible compensation beginning after your first day of employment and up to 6% after three years of service. Employees are vested at 100% for all employer contributions beginning the first day of employment. Bonus program: All employees are rewarded for attaining our annual organizational goals. Tuition Reimbursement program for employees eligible after six months of service. Recognition program where employees can be nominated by management, their peers or by members. Employee referral bonus. Student Loan Repayment Assistance: Contributions toward your student loans every month by the credit union after six months of service. Employees are eligible to receive a consumer loan rate discount. Vacation and sick time: Full-time employees receive more than two weeks' vacation per year, 11 paid holidays and 10 days of sick leave. Our Hiring Process We believe it's important for you to know where you stand in our hiring process. Below is an outline of the steps we take to make the best hires possible. Apply: Submit your resume for one of our job openings. Our Talent Team and our partner - Total Quality Consulting (TQC Team) will review your submitted information and will call or email successful applicants for an interview as soon as possible. In-Person Interview: After a screening call with TQC, we'll invite a final number of candidates to our office for an in-person interview or set up a live Zoom meeting with the hiring manager(s). If we believe that you have what it takes, we'll make an offer and provide next steps in the hiring process! Pre-employment requirements include an employment application, standardized testing, including aptitude or skill-set test, a drug screen, a credit screen and a criminal background check. Position Summary: The Operations Support Specialist II will perform back-office duties, as outlined below, and will provide superior service to both external and internal members, in person and/or via remote delivery channels. This position is on-site and not eligible for the credit union's telecommute program. Essential Functions:

• Proficient in the day-to-day operations of the department, including efficiently processing daily incoming mail and taking appropriate actions on: Deposits, loan payments, account ownership changes, verifications of deposit, etc. - with great accuracy and thoroughness.
• Possesses and applies advanced knowledge of processing online account opening applications generated through our website and/or within online and mobile banking. Exhibits sound and accurate judgement and supports and explains reasoning for decisions.
• Consistently meets or exceeds in cross-selling credit union products and services to members in accordance with established goals.
• Identify and correct member account transactions, including account deposit and loan payment adjustments through research and follow up.
• Proficient in reviewing and processing power of attorney and subpoenas requests. Ensures timely follow up and payment of subpoena research fees.
• Working knowledge of IRAs and IRA account administration, including IRA mandatory distributions and the monthly IRA RMD distribution process.
• Possesses and applies advanced knowledge of processing remote outgoing wire transfer requests.
• Highly skilled in critical-thinking and problem-solving and ability to maintain/follow up and meet critical dates and deadlines as assigned. Able to work independently and as a team member.
• Partner with the Operations Manager, Operations Assistant Manager and multiple departments to provide reporting and resolve issues on cross-functional projects.
• Demonstrate excellent organization, planning and prioritization skills; Ability to manage multiple responsibilities and to work with multiple data systems.
• Proficient and well-versed with all eCommerce delivery channels and the available resources to locate information to help resolve members' issues accessing their accounts electronically.
• Well-versed in the testing and implementation of eCommerce system enhancements and upgrades with the aid of test scripts. Able to provide guidance to department staff in this area.
• Capable of performing Symitar release testing and yearly disaster recovery action items with the aid of test scripts and provide guidance to department staff in this area.
• Highly-skilled communicator, who is adept at active listening and uses clear, concise message content - in verbal and written communication.
• Provide input to the Operations Manager or Operations Assistant Manager of potential training opportunities for the team. Able to assist with training the department staff as requested or assigned.
• Identify and recommend ways to continuously streamline or improve the work process and/or the work environment, including procedure updates and revisions.
• Embraces the organization's core value commitments on a regular basis in all interactions with members, the department staff, and other employees.
• Comply with all federal and state laws, as well as organizational policies, procedures, and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Performs related responsibilities as required.

Non-Essential Functions:

• Perform other duties, as assigned by the Operations Manager, Operations Assistant Manager, and/or AVP/VP of Operations and/or other credit union management team members.

Knowledge, Qualifications and Skills:

• Education: High school diploma or equivalent required.
• Experience: 2 - 4 years of credit union or financial institution experience as a teller with check and/or cash handling experience required. Previous customer service and/or call center experience preferred. Candidate must have experience with advanced account administrative functions and federal regulations regarding IRAs, certificates, subpoenas, and power of attorneys. The ideal candidate will have experience with mobile banking operations.
• Skills and Abilities: Skills to effectively work in a fast-paced and ever-changing environment with strong attention to detail required. Specifically, proven experience in completing repetitive tasks with a high degree of accuracy required. Excellent written, oral, and interpersonal communication skills required. Capacity to answer telephones and communicate with members and other credit union staff required. This includes the ability to communicate with and manage difficult conversations with members in multiple situations. Experienced in cross-selling products and services required. Ability to maintain punctuality, while adhering to the assigned work schedule required. Proficiency in computer programs (e.g. Microsoft Office). Knowledge of Symitar software system preferred.
• Extra Credit Skills: You will bring your enthusiasm, collaborative workstyle, inquisitive attitude, flexibility, creativity, focus on excellence, and overall great-to-work-with demeanor. Previous experience with a financial institution with knowledge of financial products and services is a plus. Spanish/English bilingual language proficiency desired.
• Travel Required: No travel required for this position.
• Hours Required: Non-exempt employee with a work schedule of Monday through Friday, generally 8:00 AM to 5:00 PM. Hours may fluctuate moderately to accommodate business activity. Schedules are subject to change based on organizational needs.