What are the responsibilities and job description for the Records - Fulfillment Specialist position at Golden 1 Credit Union?
TITLE: FULFILLMENT SPECIALIST
STATUS: NON-EXEMPT
REPORTS TO: MGR – RECORDS & FULFILLMENT
DEPARTMENT: RECORDS
JOB CODE: 1808
PAY RANGE: $20.07 - $25.50 HOURLY
General Description
This position is concerned with building strong long-term relationships with Golden 1 members by ensuring that members receive the highest level of service available.
Tasks, Duties, Functions
REV. 2.26.2025
STATUS: NON-EXEMPT
REPORTS TO: MGR – RECORDS & FULFILLMENT
DEPARTMENT: RECORDS
JOB CODE: 1808
PAY RANGE: $20.07 - $25.50 HOURLY
General Description
This position is concerned with building strong long-term relationships with Golden 1 members by ensuring that members receive the highest level of service available.
Tasks, Duties, Functions
- Identify, research, and respond to member inquiries/concerns originating from the Contact Center.
- Accurately process the Fulfillment process to ensure timely response. Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment. Perform other support functions required in member requested transactions including but not limited to, e-mail correspondence, Cashier checks, Account Modifications and Closures, Removal/Modify various types of Distribution including DBO/PRD/ATLP/SHARE TO SHARE, implement & establish SmartStart Approval/Denials/Conversion, Case Management and Signature Card.
- Access and fulfill multiple requests pending in the Audio Response/Telephone Teller Checks daily.
- Perform other support functions required in member-requested transactions, including Contact the member for validation/confirmation of the Large Cashier Check request, fulfillment, and new account review and account maintenance.
- Meet daily production deadlines while maintaining quality in a fast-paced environment. Maintain & update all service Brochures, Disclosures-(STOCK ON HAND), required forms to ensure the correct information is provided to the members.
- Audit various operational documents and reports to ensure proper procedural compliance, accuracy and authenticity. Ensure that members are provided with the correct forms and documents whether they are determined to be approved or denied of their account conversions
- Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
- Maintain an in-depth knowledge of Golden 1 operational policies and procedures and complete Regulatory Training Modules as required.
- Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
- Create and maintain a safe and clean working environment.
- Actively support company goals and initiatives.
- Perform system validation as changes and/or upgrades occur.
- Create, review and maintain procedures as changes occur.
- Identify and resolve issues that arise not in the normal course of business. Use utmost care and judgement when identifying member related and/or system integrity issues.
- Follow the escalation process in place to the proper level of management for immediate resolution if necessary.
- Sort and distribute MSCC incoming mail.
- Assist with processing of MSCC audit reports daily (Reg D, limit decreases, dormancy)
- Perform other responsibilities as apparent or assigned.
- Effective oral and written communication skills required.
- Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment.
- Must be able to work independently for long periods without being a safety or health risk to self or others.
- INTERNAL: Contact Center, Branch staff, Marketing and Corporate Service Mail room.
- EXTERNAL: Members, title companies, attorneys, outside agencies.
- EDUCATION: Successful completion of High School curriculum required.
- EXPERIENCE: Two years or more experience at a financial institution providing customer service.
- KNOWLEDGE/SKILLS:
- Maintain a thorough knowledge of Golden 1 Credit Union procedures, products and services
- Strong oral and written communication skills
- Professional member relations skills & telephone etiquette
- Proficient computer skills and software experience
- Ability to work independently and as part of a team
- Prolonged sitting throughout the workday with mobility required.
- Corrected vision within the normal range.
- Hearing within normal range. A device to enhance hearing will be provided if needed.
- Frequent movements throughout the department daily to interact with staff, accomplish tasks, etc.
- Heavy telephone usage.
REV. 2.26.2025
Salary : $20 - $26