Operations Support Specialist
POSITION TITLE: | Operations Support Specialist |
REPORTS TO: | Operations Support Manager |
JOB GRADE: | N7 |
PAY RANGE:
| $22.55/hour - $33.83/hour, Non-Exempt |
Position Summary
The Operations Support Specialist performs a variety of operational, compliance, and member service functions that support the successful operation of the Credit Union. This position works independently and collaboratively with internal teams to resolve complex member and operational issues, support regulatory requirements, and promote accuracy, consistency, and efficiency across operational areas. The role provides specialized support for legal processes, online account opening, deceased accounts, payment operations, fraud review, branch audits, procedures, and training.
Duties and Responsibilities
Operational and Account Support
• Review, process, and document levies and subpoenas, ensuring accurate tracking and compliance with applicable legal and regulatory requirements.
• Manage the online new account queue within the Origence platform, including timely review, member follow-up, and decisioning.
• Audit new member account packets submitted through CUDL for accuracy and completeness.
• Communicate with representatives of deceased members and obtain required documentation through the Ribbon portal to prepare accounts for closure.
• Assist the Operations Support Manager with IRA administration, Power of Attorney reviews, deceased account processing, branch audits, quarterly surprise cash counts, and policy and procedure updates.
• Provide operational and member support up to the Branch Manager level as needed, including direct member assistance and daily branch operational support.
Payments Fraud and Risk Support
• Support Centralized Operations by processing and reviewing ACH, EFT, drafts, debit originations, Zelle disputes, exceptions, and adjustments accurately and timely.
• Monitor, review, and resolve online banking card disputes, returned checks, and compromised card alerts to mitigate fraud risk.
• Review and process domestic and international wire transfers, ensuring appropriate due diligence, fraud detection, and elder abuse safeguards.
• Research and resolve complex member inquiries and payment-related issues promptly and accurately.
• Assist with fraud case reviews and investigations, escalate concerns as appropriate, and recommend preventative measures.
Compliance Audits and Procedures
• Apply and evaluate Branch and Contact Center policies and procedures to support compliance with NCUA, DFPI, BSA/AML, and other applicable requirements.
• Support regulatory compliance efforts through training and communication related to security, robbery procedures, BSA, S.A.F.E. Act, elder abuse, and harassment prevention.
• Perform assigned BSA/AML functions, including CTR and SAR preparation, OFAC reviews, and fraud monitoring, with a strong focus on accuracy and confidentiality.
• Review, update, and maintain operational procedures and recommend improvements to enhance efficiency, accuracy, compliance, and the member experience.
• Conduct daily operational audits, including Synergy report reviews, new account audits, and transaction verifications.
• Verify daily branch scanning is completed accurately, indexed correctly, and uploaded without errors.
Training and Department Support
• Collaborate with the Training Department to provide onsite or virtual team member training as needed.
• Participate in departmental projects and perform other duties as assigned.
Core Values
The Operations Support Specialist is expected to demonstrate the First U.S. Core Values in daily work and interactions.
- Lead with Care - Provides thoughtful, professional, and respectful support to members and team members, particularly when handling complex or sensitive matters.
- Be Bold - Takes initiative, applies sound judgment, and takes ownership of member and operational needs.
- Cultivate Curiosity - Continually builds knowledge of Credit Union products, systems, procedures, and regulatory requirements and looks for opportunities to improve.
- Build Community - Collaborates across branches and departments, shares knowledge, and contributes to a positive and supportive team environment.
Education/Experience Requirements
• High school diploma or equivalent required.
• Three to five years of experience within a financial institution, with strong knowledge of branch operations and regulatory compliance.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Proficiency in Microsoft Office applications and strong data-entry accuracy.
• Excellent verbal, written, and interpersonal communication skills with the ability to build effective working relationships with members, team members, and vendors.
• Dependable, goal-oriented, and able to work independently while contributing effectively within a team environment.
Working Conditions/Physical Demands
• Work is primarily performed in an office and branch environment.
• Regular use of standard office equipment, including computers, phones, and copiers.
• May require sitting, standing, walking, and light movement throughout the workday.
• May periodically travel to Credit Union locations to provide branch support, training, or operational assistance.
______________________________ | ______________________________ |
______________________________ | ______________________________ |
You'll be redirected to
the company's application page