Operations Representative II

About Gesa Credit Union

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. It’s how we come together—igniting our collective compassion and commitment to empowering our communities—that makes us succeed. Here, you can join a team passionate about serving others, engage in meaningful work that impacts your community, challenge yourself, grow in your career, and rest assured that your wellbeing and prosperity are our priority.

About the Role

The Operations Representative II reports directly to the Operations Manager/Team Leader. This position handles a variety of member and internal department requests, including correspondence, research, and transactions. The role requires broad job knowledge and the ability to handle responsibilities beyond those of an Operations Representative I. The individual provides high-quality service to members and others using credit union services and products, ensuring courteous and professional interactions with members and coworkers.

Responsibilities

• Respond to member inquiries within established service level agreements (SLAs).
• Research complex inquiries with guidance from leadership and Sr. Operations Representatives.
• Answer internal department inquiries via phone and correspondence.
• Complete Cases and/or Service Desk tickets within SLAs.
• Review and archive branch and member documents for auditing and retention purposes.
• Audit per requirements within the department area.
• Review and verify various department reports.
• Understand and perform Bank Secrecy Act (BSA) functions as applicable to job responsibilities.
• Handle DOR e-withholding along with SSA and AVS notifications.
• Perform account administration including new accounts, address changes, social security changes, levies, garnishments, subpoenas, and other 3rd party information requests, as well as closed accounts.
• Assist in the administration of specialty account tasks.
• Prepare and balance daily general ledger (GL) transactions.
• Process returned deposit items and letters.
• Process the daily incoming and transit cash letter files from the Federal Reserve Bank (FRB), branch, and other remote sources daily, ensuring high balancing accuracy and timeliness.
• Research and resolve Fed check adjustments.
• Process ACH exceptions, error files, and rejects.
• Ensure ACH disputes are resolved promptly within the designated timeframe.
• Set up and cancel ACH Originations for consumer transactions.
• Work with leadership to provide ongoing process improvements and review processes to find efficiencies.
• Image documents and index them accurately into the record retention program.
• Handle incoming and outgoing exception and research requests.
• Process reporting data to perform tasks and audit.
• Attend credit union training sessions, webinars, or conferences as approved by management.

Qualifications

• High School diploma or GED equivalent required.
• A minimum of one (1) year of relevant experience, preferably within a credit union environment.
• Financial Institution accreditation is preferred.
• Ability to work a flexible schedule according to business needs.
• Some travel may be necessary to fulfill duties, career development, and training.
• Proficient with standard office equipment and Microsoft Office programs; familiarity with data processing and standard reporting programs.
• Ensure sensitive data is protected with the highest standard of security and confidentiality.

Skills

• Ability to provide excellent member-centric service.
• Ability to identify needed process improvements, be innovative, and communicate ideas and solutions to leadership.
• Ability to work in a demanding environment and multi-task without compromising work quality.
• Ability to prioritize and manage multiple demands effectively to meet or exceed SLAs.
• Ability to work independently or collaboratively while building positive working relationships.
• Practice critical thinking to mitigate fraud/losses to protect our members’ and credit union’s assets.
• Possess skills required to communicate effectively and professionally with members, the public, and colleagues.
• Maintain knowledge of laws, rules, regulations, policies, and procedures which impact assigned responsibilities.
• Maintain a clear understanding of data processing menus, activities, and processing.
• Maintain general knowledge of other organizations within the credit union.
• Have a general knowledge of all service products offered by the credit union to accurately answer questions from members and staff.

Benefits

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year of Paid Time Off – Plus 10 Paid Holidays
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Pay

Full Salary Range:

• Richland, WA: $20.00-$33.07
• Centralia, WA: $20.00-$31.26

While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us.