Operations Support Specialist

BASIC FUNCTION

The Operations Support Specialist is responsible for monitoring new consumer loans, indirect auto loans and new depository accounts for quality assurance, as well as identifying any activities that may present undue risk, fraud or malfeasance. Is responsible for the administration of Individual Retirement Accounts (IRAs) and distribution of assets from member owner accounts in the event of death.

The Operations Support Specialist is responsible for the printing of debit cards and assisting member owners with GAP and Debt Protection insurance claims. Is responsible for processing lien placement accurately and efficiently on all Credit Union collateralized loans and the timely release of liens when loans are paid out while displaying the ability to meet all assigned service level timelines and retention schedules set by State Regulations, and additionally having above average skill sets to maintain thorough, detailed and accurate records. Provides members with consistent extraordinary service in getting their vehicles titled while protecting the Credit Union in getting our liens filed within 30 days to protect our interest in case of bankruptcy defaults. Is responsible for title knowledge in multiple states.

MAJOR ACTIVITIES

1) Conducts the inspection and analysis of consumer loans, indirect auto loans and new depository accounts to ensure they meet quality standards and contain all required documentation.

2) Reviews individual quality control findings with supervisor to identify solutions and achieve correction of errors within a 60 day period.

3) Reviews loan and deposit reports to identify and report unusual items or anomalies.

4) Ensures all liens are properly and promptly filed on all collateralized loans through various channels, including, but not limited to Branches, Loan Origination, Indirect Dealerships, and Internet loans within the designated allowable timeframe.

5) Ensures liens are recorded accurately and in a timely manner with government entities. Follows up, when necessary, on releases, which may include communicating with county and state title offices, members, and financial institutions and dealerships.

6) Provides expert guidance through monthly reporting to management, ensuring accuracy, preventing exceptions and minimizing any potential for loss exposure.

7) Audits all title work coming from direct channel to ensure proper documentation and fees have been collected. This includes casual sale deals, dealership loans, lease buyouts, and refinances.

8) Answer partner and member questions via phone, email, and written correspondence relating to IRA’s and distribution of assets from member owner accounts in the event of death.

9) Process checklists on all deceased accounts which includes placing appropriate warnings and/or comments on accounts, removing powers of attorney, deleting preference records, etc.

10) Administers fund distribution from accounts owned by deceased members in accordance with Credit Union policies and procedures. Process life insurance claims through Credit Union provided products. Provides personalized guidance/assistance to individuals who have suffered the loss of a loved one with patience and sensitivity to help alleviate their pain and confusion as they settle the estate.

11) Opens and maintains IRA’s on various systems including data entry, paperwork processing and government reporting. Provides guidance/assistance to partners and member-owners pertaining to these products.

12) Works with member owners filing GAP claims to ensure there is a well-organized, timely processing of their claim.

13) Acts as the liaison between the Credit Union and insurance providers on any GAP, MBI, CPI, and Debt Protection products on any insurance related issues.

14) Reviews ACH forms and core system set-up regarding loan payments for accuracy.

15) Administer daily processing of instant issue debit cards.

16) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures and operating controls to leadership to ensure member impact and risk is mitigated.

17) Performs other duties as assigned.

CRITICAL RESULTS

1) Deficiencies in new loan and account documentation are identified and reported in a timely manner.

2) Weaknesses in consumer lending or new account opening processes are identified and reported to management in a timely manner.

3) Quality control reports are of high quality and reflect an accurate portrayal of error ratios, occurrences, and trend data.

4) Ensures liens are properly and promptly filed within 60 days 98% of the time and within 30 days 96% of the time on all collateralized loans.

5) Maintains knowledge of multiple state requirements for lien filings as well as requirements on various situations such as casual sales, lease buyouts, out of state filings, etc.

6) The release of liens is prepared in order for members to receive notification within seven business days of the loan paying out.

7) Ensuring discrepancies on title paperwork are promptly identified and addressed to reduce any additional risk to the Credit Union and/or the member. Errors are reported to the appropriate loan funder for resolution within 2 days of being received.

8) Member-owners and other partner-employees receive a consistently superior level of service and attention from the credit union, especially those associated with operational issues.

9) All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls.

10) Fully knowledgeable of GAP, MBI, and Debt Protection products in direct lending programs.

11) GAP claims process should begin within 24 hours of receiving notification and required paperwork.

12) Ability to execute in a fast paced, high demand environment while balancing multiple priorities.

13) Professionalism in all communications, documentation, and reporting to portray a positive image of the credit union.

QUALIFICATIONS

A) Specialized or Technical Knowledge and Skills: The Operations Support Specialist should have a thorough knowledge of consumer loan and new account processes and procedures and the associated documentation required to correctly open these accounts.

1) A high school diploma or equivalent.

2) A minimum of one year financial institution experience with preference in new account and loan opening.

3) Basic understanding of lending compliance laws such as Regulation B and Regulation Z.

4) A thorough knowledge of WEOKIE written practices and requirements regarding lending and the new account opening process.

5) Proficiency in Microsoft Excel and Word.

B) Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

1) Core Competencies: Core competencies are consistent with for all positions across the organization and are aligned with WEOKIE’s core values.

a) Member Focused (Internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, responds to internal members.

b) Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

c) Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.

2) Job Specific Competencies: the position requires a well-rounded and level-headed individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position.

a) Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in control of critical issues.

b) Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

c) Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

d) Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

3) Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is frequently required to stand; walk; sit and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

4) Work Environment: the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate.