Member Service Operations Specialist

The primary role of this position is to support the operational effectiveness of front-line staff across all credit
union branches and the contact center. To accomplish this role must maintain and manage operational
procedures, handle related help desk requests, and serve as the main point of contact for procedural clarification
and operational support. Will contribute to administrative tasks and provide support for various departmental
programs, assist with the rollout of new products and services, and oversee the day-to-day facility and supply
needs of branch and contact center locations. This role is responsible for maintaining compliance with all
required regulations and policies, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign
Assets Control (OFAC) policies, procedures, and regulations.

Essential Functions & Responsibilities:

• Maintain, update, and manage department resources related to the creation, revision, and
  documentation of operational procedures for front-line branch and contact center staff. Serve
  as the main point of contact for procedural clarification, operational support and help desk
  requests. Ensure compliance with internal policies, procedures, and regulatory standards in
  daily operations. Identify procedural deficiencies and support retraining or coaching of staff to
  ensure adherence to operational standards.
• Complete and manage departmental administrative tasks on a daily, weekly, and monthly
  basis. Provide administrative support for various departmental programs and initiatives.
  Handle and respond to internal and external audit requests in a timely and accurate manner.
  Process account charge-offs in coordination with applicable departments and policies. Prepare,
  review, and distribute operational reports to management to support data-driven decisionmaking
  and ensure departmental accountability.
• Assist in the planning and execution of new product or service rollouts. Coordinate
  communication and training materials for branch and contact center staff regarding new
  company initiatives. Support implementation activities to ensure smooth adoption across all
  service channels.
• Oversee the day-to-day management of branch and contact center facilities, including
  addressing facility issues and coordinating with vendors as needed. Maintain partial
  responsibility for office and operational supplies, including tracking inventory and maintaining
  an updated list of items to be ordered. Coordinate supply requests with branch and contact
  center staff to ensure timely replenishment.

Desired candidate will 

• have a high school diploma or GED
• One year to three years of similar or related experience.
• have a satisfactory credit history
• have basic knowledge of Word, Excel and Outlook
• have good communication skills
• provide prompt, accurate, courteous, friendly, timely and professional service to all members and ECCU employees
• consistently meet or exceed individual and team activity and performance goals with at least 90% of goal attained  
• maintain and demonstrate a working knowledge of credit union deposit & loan standards, policies, procedures, and applicable state and federal government rules and regulations
• maintain compliance/alignment with company culture, internal and external service standards
• maintain a professional appearance, demeanor, and work environment.
  
• maintain a dependable record of attendance and timeliness

Employee Benefits

• Health Insurance 
• Dental Insurance
• Vision Insurance
  
• Paid Time Off 
• Quarterly performance incentives
• Retirement plan
• Company paid LTD, STD, and Life Insurance
• Professional Development opportunities
• Wellness Benefit with tax savings
• Stay Pay

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Salary : $25