Operations Specialist
3 days ago
Binghamton
Job DescriptionDescription: Overview: Operations Specialists support credit union operations by monitoring various reports, using analytics and accounting information to ensure compliance, accuracy and authenticity of member account information. The essential duties of this postion may be performed in part as assigned by manager or in totality based on the needs of the department and support of team coverage. Essential Functions and Responsibilities: • Analyze various reports: Daily, weekly or monthly or on assigned intervals to ensure compliance, member data security and processing accuracy. Report review may include but not limited to: Card Recon Reports for all card transactions; fraud alerts; card re-issues; external account transfer reports, vendor file processing, ACH activity, audit exceptions, bill pay, dormant accounts, and core processing., • Card Processing: Provide troubleshooting and support for credit union members with debit/credit card-related issues including transaction review, reviewing for suspicious or fraudulent activity and blocking and ordering cards as needed. Process chargebacks and re-presentments to member accounts. Abide by Regulation E and Regulation Z to credit and debit accounts timely and send the corresponding letter(s) to the cardholder for each phase of the chargeback process. Log entries for tracking and follow up with member for any needed documentation. Assist members with the resolution process with both written and phone correspondence. Review Bond Insurance claims and log chargeback transactions in portal for insurance review. Obtain bond claim forms from member as needed., • ACH and Sharedraft Processing: Review ACH and sharedraft reports and exceptions daily to make decisions within policy and NACHA regulations. Manage member payment portals and reports. Send required documentation and letters to members. Maintain ACH documentation for retention and audit purposes per regulation. Review ACH risk assessment for board approval annually., • Online Banking: Manage 3rd party vendor processes and reports for Bill Pay, and ACH loan payments. Ensure GL balancing and adjustments are processed timely. Respond to member inquires, assist members with troubleshooting, logging in and using online services., • Abandoned Property: Review dormant accounts and follow state laws for escheat processing. Maintain records and proof of mailings, adhering to specific state laws for abandoned property., • Overdrawn Accounts and Overdraft: Review overdrawn account activity and reports for usage. Generate and review reports to send letters to members using the Overdraft Privilege Program. Ensure timely reporting for collection and charge-off of overdrawn accounts within regulatory guidelines., • Process incoming mail including payments, deposits, and legal requests for levies and garnishments., • Check for incoming wire transfers and process accordingly. Process outgoing wires when given wire authority., • Process Skip Pays and approved deferment requests., • Review incoming RDC deposits and reports., • Assist in the processing of financial, statistical and accounting records to ensure that the credit union’s general ledger accounts that are related to Support Services are in balance and current., • Analyze data to ensure protection from fraud: suspicious activity, transactions, adjustments and chargebacks. Assist members with the resolution process., • Review and process member account adjustments due to errors, fee rebates and/or member courtesy., • Process deposit returns/chargebacks to member accounts., • Resolve problems or discrepancies concerning member accounts; if appropriate suggest other products and services to meet their needs and resolve issues. If needed, refer them to appropriate office or staff., • Provide backup support for the Support Services phone queue by receiving incoming calls to the credit union. Assist members with inquiries, process financial transactions with accuracy and handle complaints or issues by providing resolution. When necessary, using effective probing techniques redirect the call to the appropriate person or department., • Review and respond timely to member written correspondence via online banking, email and mailed requests., • Perform other duties as assigned Performance Measurement: Performance will be measured on tangible measurable objectives noted above and as assigned as well as demonstrated skills and behaviors. • Achievement of personal, team and business goals as established., • Will be measured on adherence and compliance with credit union procedures as outlined in GHS Internal Control Policy. This includes but is not limited to: accurate transactions and all processes and steps outlined in internal controls., • Member interactions based on observations and feedback., • Timely and successful completion of assignments and training., • Personal and professional development initiatives taken and as assigned., • Adherence to company policies, procedures and confidentiality of employee and member information., • Meet or exceed performance sales goals as established by manager and CEO., • Respond to internal and external correspondence within 24 hours. Answer telephone calls within three rings and respond to all messages within two hours. Follow through. Ownership and accountability., • Support the GHS Brand and community awareness with support of GHS initiatives on site and through volunteer activities., • Responsiveness to internal and external correspondence and inquiries. Maintain a professional work environment and business-like appearance. Requirements: Knowledge, Skills and Abilities: Experience: Must have a minimum of six months previous teller, cashier or similar related work history that includes Education: • A high school education or GED is required plus the required experience is required. An Associates, • degree is preferred. Interpersonal: This position involves contact with others inside and outside the organization and requires professionalism, courtesy, finesse, tact and diplomacy. This position requires the ability to engage and influence others by building rapport. Must demonstrate clear verbal and written communication. Other Skills: • Must have strong attention to detail, integrity, and strong communication skills. Must be able to operate, • Standard office equipment and computer software, inclusive of Microsoft Office Suite and software, • unique to the credit union. Must be able to type and key data utilizing various software and Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the position, the employee is regularly required to stand or sit, use hands and arms to reach, and hands and fingers to feel. The employee is regularly required to talk, hear and communicate with members. The employee periodically stands, walk, reach, stoop, kneel, crouch or squat and use the stairs. Employees must regularly lift and/or move up to 10 pounds. Periodically lift and/or move 20 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Work Environment: Employees are required to contribute to positive work environment and demonstrate the credit union brand of “The Relationship of a Lifetime” by demonstrating GHS Service Standards of member focus with positivity, personal ownership and accountability, clear and positive communication and responsiveness. Collaboration, consistency, and respect, trust and demonstration of integrity are some of the professional behaviors regularly required.