OPS I Representative

OPS I Representative

Department: Finance

Reports To: Operations Services Manager

Classification: Non-Exempt

Role:

To provide member service related to deposit, loan, and electronic services, answer member questions, and resolve member issues by phone and through written correspondence. To perform processing activities that support these programs.

Essential Functions & Responsibilities:

SERVICE AND SUPPORT. Answer incoming member and employee calls; respond to voice messages, emails, secure messages, portal alerts and SMS texts. Gather information necessary to research and resolve account errors; transfer members to appropriate department or escalate calls to Ops II Rep when unsure of steps to take.

REPORTS AND ADJUSTMENTS. Review periodic reports; process account adjustments; perform associated tasks, as assigned. Take action to mitigate fraud, as outlined in procedures; keep Ops II and Manager apprised of suspicious or fraudulent activity.

LOSS MITIGATION AND SECURITY. Recognize red flags when performing all daily tasks or when speaking with members and take initial steps to mitigate fraud. Forward details to Manager and Ops II Rep for further review and instruction. Adhere to standards for identifying members; report suspicious attempts to access member information to Ops II Rep and Manager; Maintain security of user IDs and passwords; update passwords regularly to avoid expiration. Maintain security of all member account information.

EXCEPTION ITEM HANDLING. Provide back up to Ops II Rep for exception items related to, but not limited to, ACH, Sharedraft, ATM/debit/credit cards, returned check deposits. Complete associated tasks accurately and within established timeframes. Recognize when exceptions seem excessive, when systems fail, or if you are otherwise unable to complete time sensitive tasks within the expected timeframe; communicate issues to Ops II Rep or Manager immediately for further review.

DEPOSIT AND TRANSFER REVIEW. Process ATM, Mobile and Mail deposits accurately and within established timeframes. Review newly enrolled external accounts and external transfers. Recognize red flags and take appropriate steps to mitigate fraud; escalate concerns to Ops II Rep.

TRAINING AND PROCEDURES. Maintain current knowledge of systems used to perform daily tasks; complete assigned online training courses; participate in departmental and all staff training sessions. Utilize written procedures and portal resources to ensure accuracy and compliance. Report discrepancies, outdated information or instructions that are unclear to Ops II Rep and Manager. Assist Manager with training team members.

OTHER. Perform all other duties as assigned. Duties and responsibilities subject to change at discretion of management.

Performance Measurements:

1. To use training, experience, good judgment, and decision making skills to independently determine and execute correct courses of action; to seek guidance from department manager when appropriate.

2. To demonstrate an unsurpassed commitment to exceptional member service that ensures an exceptional member experience with each encounter and to maintain all internal service standards.

3. To develop and maintain thorough knowledge of all credit union products and services.

4. To develop and maintain thorough knowledge of credit union policies, procedures as it pertains to retail delivery of product and services and back office functions and programs.

5. To develop and maintain knowledge of all credit union systems (i.e. data, network, portal).

6. To process transactions without errors in a timely manner.

7. To answer all telephone calls promptly and professionally; utilizes good listening skills to determine needs and good communication skills in servicing coworkers and members.

8. To utilize good communication skills to provide correct information.

9. To work scheduled hours to meet business needs including some evenings and Saturdays.

10. To actively participate in and complete all assigned training.

11. To schedule time off in advance and avoid unscheduled absences.

Knowledge and Skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills: Must have good communication and computer use skills.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Berlin, CT 06037 (Preferred)

Ability to Relocate:

• Berlin, CT 06037: Relocate before starting work (Preferred)

Work Location: In person

Salary : $17 - $21