What are the responsibilities and job description for the Business Services Operational Specialist position at Credit Union West?
Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 14th year in a row (2014-2026)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:
Position Summary
Enhances the quality of life for our business members/team members by meeting or exceeding their service expectations and building relationships of trust and loyalty. This Business Services support department position will provide an industry leading service experience by processing digital and traditional services in an efficient and accurate manner. This position supports team member inquiries, requests, operational activities and concerns related to business services transactions, new business accounts, business account maintenance, digital service channels, and business lending products. Provides professional, written communication and maintains business operations documents. Delivers standardized, accurate information and assistance to Business Services team members and retail team members in support of member service.
Essential Functions & Responsibilities
Build and Maintain Business Services Operational Procedures – Demonstrates professional verbal and written communication. Responsible for developing, reviewing, and updating Business Services Operations procedures and reference materials. Collaborates with other departments to identify applicable updates and ensure effective communication of changes. Uploads documents to company intranet and coordinates timely announcements related to updates. Proactively notifies management of trends concerning operational inefficiencies or opportunities for system or procedural improvement. Regularly monitors and updates external knowledge base (KB) articles for interflow provider.
Education:
A high school diploma or G.E.D.
Experience:
A minimum of 2 - 4 years of previous business banking operations preferable in small business lending, treasury management services, within a credit union or banking environment.
Skills & Competencies
Live the mission, vision, and core values of the credit union.
Able to communicate effectively and tactfully with employees and members both orally and in writing.
Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
Act as a change agent who can collaborate with diverse interests and adapt to internal, market or regulatory-driven changes.
Proven, high-level experience of decision-making within the discipline and authority of the role.
Use of advanced logic to make highly complex judgments with a material impact at the organizational level.
Work as a team member and possess positive influencing skills to bring others to new thinking and mindset.
Present a professional, courteous image when interacting with members, co-workers, the Board of Directors, management, business partners, and the community to build strong collaborative business relationships.
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
Thorough knowledge and understanding of organization’s Employee Handbook and policies.
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:
- Full-time employees receive 100% paid health, dental & vision insurance
- Earn incentives up to 10%
- 401K plan with employer matching funds up to 5%
- Profit Sharing
- Tuition reimbursement
- Gym membership reimbursement
- Paid time off for holidays, vacation, and sick days
- Credit Union West membership and discounts
Position Summary
Enhances the quality of life for our business members/team members by meeting or exceeding their service expectations and building relationships of trust and loyalty. This Business Services support department position will provide an industry leading service experience by processing digital and traditional services in an efficient and accurate manner. This position supports team member inquiries, requests, operational activities and concerns related to business services transactions, new business accounts, business account maintenance, digital service channels, and business lending products. Provides professional, written communication and maintains business operations documents. Delivers standardized, accurate information and assistance to Business Services team members and retail team members in support of member service.
Essential Functions & Responsibilities
Build and Maintain Business Services Operational Procedures – Demonstrates professional verbal and written communication. Responsible for developing, reviewing, and updating Business Services Operations procedures and reference materials. Collaborates with other departments to identify applicable updates and ensure effective communication of changes. Uploads documents to company intranet and coordinates timely announcements related to updates. Proactively notifies management of trends concerning operational inefficiencies or opportunities for system or procedural improvement. Regularly monitors and updates external knowledge base (KB) articles for interflow provider.
- Business Services & Retail Support – Maintains an extensive knowledge of Credit Union West Business Services products, systems, and services to support a variety of team member needs and questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Collaborates and assists with user acceptance testing for various systems and operational projects. Handles more complex member service requests, escalating questions to management or higher as needed. Meets or exceeds established department metrics and service level agreements. Completes operational reporting, as assigned.
- Specialized Accounts Handling – Acts as a subject matter expert for all Business Services products and services including but not limited to: Business Documentation, Business Regulations, Treasury Management and Small Business Lending. Conducts quality assurance on business accounts to ensure that proper procedures and compliance regulations are being followed. Performs file maintenance to ensure accounts reflect correctly in the core. Assists team members and members with questions regarding Business Services and related documents. Escalates unique cases to management or internal legal review, as needed. Facilitates support of deceased member accounts, including account review, communications, maintenance, or closures, with a sensitive disposition while navigating legal boundaries and regulatory requirements. Responsible for updates to the CRM system to provide frontline team members with instructions.
- Performs other duties as assigned.
Education:
A high school diploma or G.E.D.
Experience:
A minimum of 2 - 4 years of previous business banking operations preferable in small business lending, treasury management services, within a credit union or banking environment.
Skills & Competencies
Live the mission, vision, and core values of the credit union.
Able to communicate effectively and tactfully with employees and members both orally and in writing.
Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
Act as a change agent who can collaborate with diverse interests and adapt to internal, market or regulatory-driven changes.
Proven, high-level experience of decision-making within the discipline and authority of the role.
Use of advanced logic to make highly complex judgments with a material impact at the organizational level.
Work as a team member and possess positive influencing skills to bring others to new thinking and mindset.
Present a professional, courteous image when interacting with members, co-workers, the Board of Directors, management, business partners, and the community to build strong collaborative business relationships.
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
Thorough knowledge and understanding of organization’s Employee Handbook and policies.
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.