Operations Representative

Primary Function:

The Operations Representative is responsible for processing a myriad of day-to-day clerical activities within the Operations Department, ensuring a high level of quality service. The Operations Rep answers member questions, researches and resolves operational issues and discrepancies, and processes work in an accurate and timely manner to ensure the up-to-date maintenance of member account records. Handles all member transactions with complete discretion and confidentiality.

Essential Duties and Responsibilities:

1. Processes, balances, and posts daily activities for operational department, including but not limited to: Home Banking/Bill Pay, Estatements, ACH/Share Draft returns/Stop Payments, ATM/Debit card issuance/processing, Levies, Payrolls, Returned Mail, Overdraft Privilege, Fresh Start Loans, etc.
2. Handles and researches member problems in an efficient, accurate, and timely manner; and seeks supervisory assistance for non-routine transactions, issues with balancing, or daily remittances.
3. Complies with operational and regulatory procedures.
4. Completes File Maintenance review (all types including deposits, loans, etc.) to ensure accuracy and verify member authorization, including IRA transactions/maintenance.
5. Actively participates in monthly staff meetings.
6. Participates in the completion of the monthly quality control assessment to ensure compliance with established policies/procedures and federal/state regulations.
7. Assists the Operations Supervisor in documenting department procedures.
8. Process payroll changes in a timely manner.
9. Processes research requests.
10. Processes EFT affidavits within the regulatory time frames and requirements.
11. Processes return files for ACH, Share drafts, VISA and Bill Pay, including fees and notices if applicable.
12. Completes collection efforts/charge off processing for fraud items and deposit related losses.
13. Processes Returned Deposited items and Oops maintenance and recoveries, including collection efforts where necessary.
14. Monitors Recovery Shares to ensure repayment agreement is honored and up to date. Prepares collection letter for those in arrears.
15. Monitors Fresh Start Loans to ensure payments are up to date. Attempt to recover payment from other accounts if necessary.
16. Reports all deposit losses to Efunds.
17. Monitors Fresh Start Shares and close once Fresh Start Loan has been paid off.
18. Access the Fed Wire system for inputting and retrieving wires.
19. Processes maintenance requests for member information changes, product and/or service registration/terminations.
20. Process Return Mail (coding accounts as bad address & charging fees).
21. Files new and closed signature cards and paperwork.
22. Assists in executing department projects.
23. Attends training sessions upon request.
24. Adheres to the anti-money laundering policy and the Bank Secrecy laws.
25. Assumes other duties as new products, services, or technology are introduced.

Note: The above is a description of the ordinary and essential duties of the position. Other duties both related and unrelated to the above may be assigned and therefore required.

Knowledge, Skills, and Experience Required:

1. Professional and pleasant interpersonal and communication skills are essential for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
2. Work requires general knowledge of all credit union products and services and specialized knowledge in Share Drafts, ATM/Debit Cards, ACH, etc.
3. Requires education equivalent of a four-year high school education and training in areas of specialty through industry training/courses or similar combination of education and experience. Proficiency with computer software applications including Word and system applications is required.
4. Requires at least two years of experience in a credit union or other financial institution.
5. Position requires the ability to read and understand oral and written instructions. Requires the ability to effectively communicate with members or employees and to solve day-to-day problems involving several variables in standard situations.
6. Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required.