Operations Specialist I
Job description
Job Title: Operations Specialist I, II, III
Department: Operations
Reports To: Operations Supervisor
Full-time
Location: Admin Center
In-office position with the opportunity to work a hybrid schedule after a probationary period.
Function:
To assist the Operations Supervisor and the Operations Manager with the daily operational activities related to the Branch and Administrative Center operations to ensure compliance with applicable internal policies, procedures, support, and expertise.
GREAT PLACE TO WORK:
Team-oriented environment!
Work for one of Maryland’s largest and fastest-growing credit unions! Build your career with a non-profit organization in the financial industry while also helping the community. Since 1953, First Financial Federal Credit Union has been a major asset to the Baltimore and Carroll County communities and with your help, we can continue this tradition. Join our family-friendly company and discover these additional perks:
All eligible First Financial employees receive:
- Excellent Pay with advancement opportunities! Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, new employees are hired in the lower-half to mid-range of the position’s pay scale.
- A full benefit package is available for all eligible full-time employees that includes medical, dental, vision, life & disability insurance.
- Paid holidays.
- Paid volunteer time.
- Incentive bonuses.
- Generous 401(k) plan contribution.
- Employee recognition programs.
- Tuition reimbursement - up to $4,200 per calendar year for pre-approved undergraduate courses and up to $5,400 per year for pre-approved graduate courses.
- Employee wellness program, including a free on-site full fitness center in our Administrative Building.
Position Requirements:
GENERAL:
- Detail oriented, analytic, and organized
- Focus on providing quality service in all interactions – internally/externally
- Good communication skills
- EXPERIENCE: minimum 6 months relevant experience
- EDUCATION: High school diploma or GED equivalent. Preferred: Some college leading to a degree
Duties:
GENERAL RESPONSIBILITIES:
- Provides knowledgeable, polite, and helpful service to employees and members through all channels regarding questions/concerns with accounts, transactions, cards, services, policies, procedures, website, etc. Maintains current knowledge of credit union website, SEG relationships, forms, resources, and eServices.
- Working knowledge and understanding of Call Center responsibilities and practices. Must be able to quickly adjust to changing work demands and priorities. Ability to convey complex knowledge in a clear manner to individual teams of differing levels of subject familiarity.
- Excellent communication skills to include effective presentation of information in all settings. Ability to meet the “member service excellence” core competency which includes maintaining a good attitude and taking ownership of meeting member needs.
- Ability to interpret a variety of instructions furnished in written, or oral form.
- Good computer and professional communication skills with the ability to assist with complex research cases; ability to work independently and make good decisions, display ability to work under pressure and perform several tasks simultaneously; ability to prioritize tasks; be self-motivated; provide call escalation support to ensure positive member experience; establish and maintain open communications with staff and good working relationships with back office departments to facilitate end to end service delivery.
BASIC DUTIES:
- Ability to perform FSR I duties.
- Opens, sorts, date-stamps, organizes, and disseminates all incoming mail/faxes, and correspondence to appropriate staff.
- Prepares correspondence and answers questions relative to routine inquiries.
- Complies with Check 21 guidelines.
- Shares the duties associated with switchboard operation, mail, and courier service (incoming and outgoing) with other employees in department.
- Provides support as an FSR at branch locations as needed.
INTERMEDIATE DUTIES:
- Ability to perform in the capacity of advanced FSR duties.
- Develops expertise in processes and procedures, account functions, electronic services, understanding and analyzing data, navigating account records, file maintenance history, etc.
- Processes daily incoming written correspondence, applications for membership, debit and credit card requests, and home banking as requested on the membership application.
- Performs ID verification, pulls credit reports, interprets, and applies established guidelines for review and approval of these services.
- Manages activity associated with dormant accounts, check and ACH stop payments.
- Provides back-up support for death claim process.
- Processes name change and change of ownership requests; adds and removes joint owners.
- Processes daily Student Branch work as assigned; balances and reports any issues to supervisor.
- Reviews daily Remote Deposit Capture and ATM check images and makes adjustments as needed.
- Completes requests for plastic card issuance from applications received, from other departments and branches.
- Processes applications for more involved special accounts including IRAs, Trusts, Rep Payee, etc.
- Process requests for exceptions such as fee waivers and refunds, hold releases, ATM/POS withdrawal limit increases, etc…, following established guidelines.
- Analyzes reports and takes action as necessary to maintain account accuracy and credit union compliance.
- Provides critical feedback in reference to application testing.
- Receives, reviews, and takes applicable action on subpoenas, account research, account verification and corrections as requested.
- Demonstrates a commitment to sharpening skills through ongoing technology education and training, using positive communication, for optimal understanding to assist members and co-workers and improve the Operations department.
ADVANCED DUTIES:
- Serves as expert in knowledge, technical understanding of accounts and shares, services, set-up process, and functionality of accounts.
- Primary resource to analyze accounts, answer questions, and provide problem resolution for other departments and branches.
- Demonstrates advanced technical knowledge and member service skills, and the ability to support team members.
- Proficient investigative and interpretative skills essential to performing duties.
- Content expert for performing account conversions.
- Performs projects of a more complex nature that require advanced analytical skills, judgment, or technical ability.
- Assists in updating policies and procedures, as needed.
- Serves as subject matter expert for the following functions: Research and Adjustments, Stop Payments, Mobile Deposit, Subpoena processing, Inherited IRA processing, Trust Accounts, IRA Transfer and Rollover Requests.
- Perform quality control review of retirement transactions to ensure accuracy in IRS reporting.
- Ability to read, analyze, and interpret common metrics used to measure and monitor operational performance.
- Provides overrides and makes exceptions as needed.
- Performs in-depth review of documentation (error review process) to determine its correctness and acceptability.
- Provides training, guidance, and support as needed to team members.
- Performs cross-departmental training on various applications.
- Processes, calculates, and posts approved adjustments (including administrative) on shares and loans and performs file maintenance on accounts to reflect correct information. This includes requests received for returned payment reversals, collections adjustment requests, exceptions, such as fee waivers, mortgage adjustments, credit card file maintenance and adjustments including but not limited to updating balances, adjusting interest, etc.
- Specializes in performing IRA adjustments, research, and file maintenances IRS records. Prepares corrected tax reporting forms.
- Develops and maintains written procedures for Operations Department duties, procedures, and reference guides.
- Assists with research and preparations for internal and external audits.
- Ability to function as project team member, assist in Credit Union testing and implementation of system enhancements and upgrades.
- Demonstrates leadership potential through exemplary work habits, positive attitude, application of good judgment and ability to encourage good performance in others.
- Content manager for producing understandable instructions and documentation with the goal to improve the success of processes and procedures.
- Performs daily balancing and monthly inventories.
- May provide support by working at branch locations up to the capacity of a Branch Manager.
- Ability to act in the absence of the Operations Supervisor, as directed.
- All Operations Specialist positions may perform other related duties of similar scope and complexity.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
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