Senior Operations Support Specialist

About the Role

The Operations Support Specialist provides day-to-day operational and administrative support to ensure the smooth functioning of the credit union's core systems, processes, and member services. This role works closely with branch staff and other teams to maintain operational accuracy, compliance, and efficiency. The specialist troubleshoots issues, maintains system data integrity, assists with procedural improvements, and supports special projects to enhance member experience and operational performance.

Essential Functions

• Serve as subject matter expert in all IRA inquiries and resource to front-line employees
• Assist other areas of the credit union with membership or operational issues
• Complete account review and quality control of all accounts opened, including special accounts, IRAs, and online accounts
• Complete review and contact members if necessary for online account verification
• Perform deposit operation functions, including posting mail deposits, funding online account openings, VODs, ATM checks, mobile deposits, and assisting with ITMs as needed
• Manage ITM balancing and replenishment
• Serve as administrator to Account Opening software, online and in-branch
• Assist with help desk requests for front-line staff, including online access, research requests, and subpoenas
• Review assigned departmental reports and complete maintenance as required
• Handle cash ordering and shipments for branches
• Maintain knowledge through training and B.S.A. Compliance training
• Perform other job-related duties as assigned

Performance Measurements

• Respond to telephone and email requests for operational assistance from branches and call center
• Monitor requests via mail and fax; fulfill or forward to assigned departments
• Perform deposit operation functions including posting mail deposits, funding online account openings, VODs, and issuing official checks
• Review assigned departmental reports and complete maintenance as required
• Review legal documents including Individual Retirement Accounts, Power of Attorney, and Trust paperwork; utilize outside legal services as needed
• Complete necessary IRA functions including processing Required Minimum Distributions, conducting quality control reviews of branch IRA work, and annual regulatory reporting
• Work with stakeholders to understand their needs and build trusted relationships

Qualifications

• Experience: Five+ years of financial services experience (including teller, new account opening, and lending) and one to two years of operational experience at a credit union or other financial institution
• Education: High school education or GED equivalent; Bachelor's Degree preferred
• Interpersonal Skills: Significant integrity and diplomacy required; ability to motivate, influence, or train others; understand internal and external member needs with active listening skills; support operational needs, mitigate risk, and encourage proper service levels
• Technical Skills: Ability to operate a personal computer including keyboard, mouse, internet browsers, and other software
• Compliance: Must uphold compliance with Bank Secrecy Act and anti-money laundering policies; maintain comprehensive knowledge of BSA, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act; complete annual online B.S.A. and O.F.A.C. training

Physical Requirements

• Regularly required to sit, use hands to finger/handle/feel, and talk or hear
• Frequently required to walk and reach with hands and arms
• Occasionally required to stand, stoop, kneel, and crouch
• May occasionally lift and move up to 10 pounds
• Specific vision abilities include close vision and ability to adjust focus

This response is AI-generated, for reference only.