What are the responsibilities and job description for the Operations Support Specialist position at UNIVERSITY CREDIT UNION?
JOB SUMMARY
Delivers on University Credit Union’s core purpose of giving the University Community a financial advantage by building and nurturing relationships and programs within designated authority. Responsible for providing operational support to front line staff for advanced account functions including IRAs, Decedent and Trust accounts. Performs all back office duties in support of branch personnel including reviewing Mobile Check Deposits, stop payments, member payroll, PTOF, and ACH origination. Includes processing check fraud claims, subpoenas and levies, account research and correction requests, VOD, W-8 compliance and reporting, ACH reconcilement and dormant/escheat account processing. Responsible for establishing new and subsequent account requests received by mail, online and at business development events within the established timeframes.
LOCATION
We are passionate about attracting great talent to our team, so this position will be a hybrid arrangement with travel expectations to designated university partners and CU locations.
ABOUT UNIVERSITY CREDIT UNION
University Credit Union (UCU) is a purpose-driven financial cooperative dedicated to providing everyone in the university community a financial advantage.
UCU was founded in 1951, on-campus, by a group of UCLA employees. Over 70 years later, we continue to exclusively serve the university community and have expanded our reach beyond UCLA. We continue to align ourselves with universities and have expanded our reach to numerous universities across California, the West Coast Conference, and the Big West Conference. Revision Date: 12/01/2023 Operations Support Specialist Page 2 UCU’s focus has been diversifying and building a foundation for future growth. By partnering with the university community, we can provide products and services tailored to their unique needs. To best serve our member-owners, UCU delivers on our purpose, to give every member in the university community a financial advantage, by following our three key differentiators: o We were founded by the University Community for the University Community o We provide conflict-free unbiased financial advice from certified professional coaches. o the top 1% lowest nationwide of all federally insured financial institutions.
KEY DUTIES AND RESPONSIBILITIES
1. Provides support to branch personnel in response to inquiries regarding Certificates, IRA, Deceased, Trusts and other Fiduciary accounts a. Acts as the resident expert in all areas of the designated accounts and provides internal support to the branches b. Processes transactions for all mail requests and follows up on all pending items and DNE notifications. c. Tracks and records status using contact management system to enable the branches to effectively communicate with the members about the status of their request.
2. Assumes responsibility for the effective and professional performance and process of member service functions.
a. Maintains working knowledge of deposit products, services, and regulations. Opens and closes accounts to include (but not limited to): shares, checking, money market, IRA, CD, and business accounts via mail or electronic request.
b. Maintains working knowledge of regulatory compliance related to member services and financial services area to include (but not limited to): BSA reporting requirements, OFAC, USA Patriot ACT, Red Flags, Regulation CC, Regulation D, Regulation E, Truth in Savings, Truth in Lending, Privacy, etc.
c. Answers questions and solves problems for internal members by listening to problems, collecting data, securing answers and reporting results to the inquiring party. Refers any problem or concern to the appropriate individual if unable to resolve.
d. Maintains working knowledge of special share accounts to include (but not limited to): UTMA (Minor Account), Coogan Trust (Youth Actor Account), Trust Accounts (Living, Revocable, etc.), Conservator, Representative Payee, DBAs, and organizational accounts.
e. Performs file maintenance and account changes as needed on deposit and lending products. Performs related administrative duties as needed.
f. Validates through audits that the proper process and procedures for advanced accounts are being utilized. Makes recommendations for changes/improvements as appropriate.
g. Ensures that work area is clean, secure, and well maintained. Maintains confidentiality at all times.
3. Assumes responsibility for establishing and maintaining effective, professional business relations with internal and external members.
a. Resolves member requests and questions promptly, courteously, and professionally.
b. Keeps team members informed of changes in Credit Union services and policies. Actively supports UCU core values, mission and vision statements, and demonstrates commitment to member service and UCU organizational success. Revision Date: 12/01/2023 Operations Support Specialist Page
3 c. Maintains and projects the Credit Union's professional reputation.
4. Assumes responsibility for related duties as required or assigned.
Qualifications:KNOWLEDGE & SKILLS EDUCATION/CERTIFICATION:
Associate’s degree or higher preferred.
REQUIRED KNOWLEDGE:
Good understanding of member services and financial services products. Bank or Credit Union operations knowledge of back office processes.
EXPERIENCE REQUIRED:
3 years of similar or related experience in a financial institution. Experience dealing with advanced account functions including IRAs, Deceased, and Trust accounts. .
SKILLS/ABILITIES:
Excellent communication and public relations skills. Professional appearance and attitude. Well organized. Demonstrated consultative and service skills. Good math skills and attention to detail. Ability to operate related computer applications and other business equipment including 10- key and telephone. Basic to Intermediate knowledge of Microsoft Office Suite (Outlook, PowerPoint, Word, & Excel).
Team UCU Benefits: Investing in people is one of UCU’s strategic priorities and we invest in Team UCU by offering a variety of excellent benefits, in addition to being a great team to work with:
✓ Competitive compensation
✓ Work from anywhere options for select positions.
✓ A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4%
✓ Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout of up to 10% of earnings
✓ Employee loan discounts
✓ Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays
✓ 12 paid Holidays
✓ Personal growth development plans tailored to each member of Team UCU
✓ Choice of medical, dental, and vision plans, including some options that are 100% paid for by the Credit Union.
✓ Complementary Basic Life and Accidental Death and Dismemberment Insurance
✓ Complementary long-term and short-term disability insurance and Employee Assistance Program
UCU’s commitment to diversity, equity, and inclusion:
Diversity, equity, and inclusion play a key part in our dedication to giving everyone in the university community a financial advantage. From students, staff, faculty, and alumni, our member-owners are individual in their needs. UCU is committed to ensuring our team brings a variety of skills, ideas, cultural backgrounds, and experience to UCU to align with them. We are dedicated to building trust and understanding with each of our member-owners. We accomplish this by building a community that embraces diverse ideas, backgrounds, and perspectives; this is mirrored in our work and represented in Team UCU
Salary : $26 - $32