Operations Support Rep I

About the role

Be the behind-the-scenes powerhouse that keeps our member services running seamlessly. You’ll process high-value transactions, maintain accounts, manage specialized cases, and support card and payment operations, all while helping test new products and streamline processes. This role is perfect for the detail driven problem solvers who want variety, challenge, and the chance to make a real impact every day.

Key Responsibilities

• Daily processing of domestic and international wires
• Conducting maintenance and member communications on deceased accounts, including credit cards
• Processing transactions received in the mail to include but not limited to: deposits, withdrawals, bank check requests, CD closeouts and loan payments
• Process daily overdraft reports, conduct account lock maintenance and submit necessary reporting
• Process Verification of Deposits, SWBC payments and Returned Deposited Items
• Process bank executions, tax and IRS Levies, child support orders according to state and federal statutes
• Daily balancing and support of instant issuance, including fulfilling branch supply requests
• Processing of debit card lost/stolen reports, ordering of embossed cards, and card redirects
• Processing credit card maintenance requests, new card production and card upgrades
• Review and processing of daily credit and debit card related reports for procedure and compliance adherence, accuracy of member information, potential risks, etc.
• Performs quality checks on all card and account maintenance to ensure completeness of information
• Restructures credit cards as identified by Payment Solutions
• Member Experience Review reports for quality control purposes
• Provides backup assistance when understaffed and works with the team to ensure all departmental duties and goals are met
• Answer the department group line to assist members and internal teams with Operational questions related to Deposit or Card Services
• Maintains the department email box and responds to incoming requests for information
• Supports problem resolution requests received directly from members
• Works closely with other departments to conduct testing and review of accounts pertaining to any system upgrades, new product development, or conversions to a new vendor
• Actively cross-sells AEFCU products and services and acts as a resource of information to educate internal departments and members on the features and benefits of our products and services, exceeding the member’s expectations and building long-term member relationships
• Researches, processes, and fully resolves all member and internal team member inquiries related to card and deposit functions within established service standards

Education and/or Experience

This role requires subject matter expertise and the ability to provide mentorship, guidance, and training to other team members. This level of expertise will generally be attained with a minimum of two years in a previous role and High School Diploma/GED. In recognition that the attainment of such qualifications may be obtained at different paces by different individuals, priority will be placed upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience.

Opportunities for Growth

AEFCU is an Equal Opportunity Employer Veterans/Disabled