Title: Administrative Support Specialist

Department: Member Experience

Reports to: Director of Member Experience

FLSA: Non-exempt

Job Grade: 6

Job Purpose: Provides service to the credit union by sorting, distributing and processing internal and external (both incoming and outgoing) daily mail, processing and mailing system generated daily member notices and imaging account documents into the Credit Union's imaging system. Provide preliminary audit support of all imaged documents. Provide member support through processing of loan and account transactions.

Essential Job Results:

JOB SPECIFIC RESULTS

1. Processes daily all items generated by credit union departments, branches, and administration which require mailing. The department will weigh for correct postage on each item to be mailed while meeting the daily US Postal Service mailing deadline.
2. Sorts and distributes all mail that is received via the US Postal Service or any other delivery service. All addressed mail is sorted properly to the individual or department as designated. All unaddressed mail is opened and sorted to the necessary department based on the content in the mail.
3. Processes all mail that comes to the credit union via the US Postal Service or any other delivery service that is not designated for an employee and/or department. This would include but not be limited to: processing loan payments, processing account deposits, name and address changes, processing loan payoffs, and/or filing any supplemental paperwork with 3rd party on behalf of the member (i.e. gap processing or insurance processing) as per Credit Union procedures. Reconciles and balances all transactions daily.
4. Process all returned mail, verify member addresses, and send out change of address cards to members.
5. Process and resolve daily Suspense and Member Solution payments.
6. Process all incoming payments on the same day to ensure timely credit to members' accounts.
7. Scan and Index all recorded mortgages to ensure Home Equity Line of Credit (HELOC) accounts are properly documented.
8. Process requests for Skip-A-Pay, auto loan payoffs, HELOC payoffs, ACH requests and account closings.
9. Coordinate auto loan payoff amounts with local dealers to ensure proper amount is submitted to the credit union.
10. Pre-audit process to ensure all documents are properly indexed and scanned for Internal Audit review.
11. Verify and scan proof of insurance coverage for members in order to prevent additional coverage being added to the members' loans.
12. Serve as the face of the Credit Union by staffing the reception area at the Corporate Office. Ensure that visitors are properly checked in and out of the building.
13. Maintains the inventory of shipping supplies and postage.
14. Responsible for sorting and mailing all letters and notices that are system generated daily from the credit union as instructed. This would include but not be limited to: Courtesy Pay Letters, , Plastic Cards, Escheatments , Dormancy, Dispute and Certificate Renewal Letters.
15. Sorts, scans, and indexes documents for wires, centralized processing documents, and account/loan maintenance documentation. Verifies documents are correctly imaged and coded in the imaging software for retention. Facilitates secure destruction of paper documents once integrity of scanned documents is verified.

GENERAL MEMBER CONTACT STAFF RESULTS

1. Maintains account records by updating member information as necessary.
2. When approached by members, ascertains members' needs and directs them to other staff as appropriate.

GENERAL STAFF RESULTS

1. Maintains member and employee confidence and protects operations by keeping information confidential and sharing on a business-related as-needed basis only.
2. Engages in problem resolution by clarifying the member's and/or employee's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; and keeping the supervisor informed of problems and solutions.
3. Complies with UKFCU policies and procedures by enforcing and adhering to internal UKFCU procedures and board-established policies.
4. Complies with federal, state and local regulations and legal requirements by enforcing and adhering to requirements.
5. Maintains professional and technical knowledge by maintaining an awareness of competitors' rates and terms, industry trends and technology; attending staff meetings; identifying opportunities to attend seminars that enhance skills and maintain knowledge of new products that could assist in improving operational effectiveness; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
6. Contributes to a team effort by accomplishing corporate and individual goals and other related results as needed.

KEY COMPETENCIES

• Professionalism in all communications.
• Commitment to the Credit Union movement and philosophy.
• Integrity in all actions.
• Ability to identify the needs of the member and provide services to meet those needs.
• Accountability to established metrics and performance goals

MINIMUM REQUIREMENTS

• One to three years of similar or related experience.
• High school diploma or equivalent.
• General PC and computer keyboarding experience.
• Ability to process high volume of incoming and outgoing mail.
• Ability to accurately post payments received in the mail.
• Strong attention to detail.
• Ability to communicate with others one-on-one, fielding questions.
• Strong, friendly voice and demeanor, good diction.
• Ability to add, subtract, multiply and divide all units of measure using whole numbers and decimals with American currency, and to apply these concepts to practical solutions.
• Ability to compute rate, ratio and percent with American currency, and to apply these concepts to practical solutions.
• Ability to define problems, collect data, establish facts and draw conclusions while dealing with a standardized set of concrete variables.
• Ability to work independently.

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will be required to work indoors in a climate controlled office setting. The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job include the occasional need to be persuasive, use good judgment; and, the continuous need to use auditory perception, memory, and reasoning ability.

* The intent of this job description is to provide a representative summary of the types of results that will be required of the positions given this title, and shall not be construed as a declaration of the specific responsibilities of any particular position. Employees may be requested to perform job-related tasks other than those specifically outlined in this description.

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UKFCU is an equal employment opportunity employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals. UKFCU invites you to review the current "EEO Is the Law" poster as part of the application process. A link to the most current posters ishere. Please also see the 2015 Supplemental EEO Posterhere.
Applications are only accepted through our online application system. However, if you need assistance with any part of the application process or are unable to apply online because of a medical condition or disability and need an accommodation, please contactto let us know the nature of your request. Please note, UKFCU accepts only employment applications that are complete and received by the Office of Human Resources by the specified deadline for each opening.

The Credit Union leadership recognizes that to achieve its vision and mission, it must embed the values of Diversity, Equity, and Inclusion (DEI) in all aspects of the Credit Union's work. Together, the staff, membership and communities are diverse and as such, the Credit Union must reflect and respect that diversity. The Credit Union's leadership recognizes and believes when an organization's leadership and staff are representative of the people that it serves, it can better meet its vision and mission. Further, the Credit Union leadership believes that it benefits when diverse perspectives are represented, respected and included among the discourse and decision-making that takes place at the Credit Union, and with and among its staff, membership and communities.

This position requires on-site work in Lexington, KY.