MX Support Associate lll

Description

Who We Are

We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.

At Black Hills Federal Credit Union (BHFCU), we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.

General Purpose:  Provide technical, procedural, and regulatory guidance to the Member Experience (MX) team.

Essential Duties/Responsibilities: All Levels

• Assist MX employees with regulatory, technical, procedural, and knowledge-based questions daily.
• Answer staff and member questions on transactional errors and perform research on errors as required.
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the MX function.
• Foster a culture of continuous improvement within the MX Operations team to adapt to ever-changing environments.
• Help identify, analyze, and take over processes from frontline staff as deemed necessary.
• Continually evaluate processes and procedures for efficiency. 
• Perform other duties as assigned.

Essential Duties/Responsibilities: Level I

• Process all transactional mail items.
• Process centralized business deposits.
• Provide support to ITM Tellers and Tellers Credit Union wide.
• Provide backup support to MX Support Associate II to include:
  • Preparing and placing weekly cash orders for ITMs, ATMs, and all BHFCU locations
  • Balance department vault drawer daily.
  • Assisting with vault cash level management at all branches, including managing the cash monitoring system
• Responsible for knowing all aspects of daily teller operations.
• Review, prepare, and distribute periodic department and standardized reports, as directed by the MX Operations Manager.

Essential Duties/Responsibilities: Level II

• Perform online banking (OLB) maintenance tasks to include deceased accounts, closed checking accounts, OLB Stop Payments, and PartnerCare cases.
• Prepare and submit weekly cash orders for ITMs, ATMs, and all BHFCU branches.
• Manage cash levels for all branches and the cash monitoring system. Provide guidance, recommendations, and feedback to managers to ensure proper cash management policies and procedures are followed.
• Balance department vault daily.
• Complete teller operations reports, and other teller operation duties as assigned.
• Manage the notary application process for the credit union. 
• Process Verification of Deposit requests via Fax/Email/Web.
• Manage Safe Deposit Box maintenance and billing for the Credit Union.
• Manage card stock inventory for all credit union branches.
• Complete assigned MX-related audits monthly to include, but not limited to:
  • New Membership and W9 Audits
  • Addendum Audits
  • Certificate Audits
  • Business Resolution Audits
  • Certification of Beneficial Ownership Audits
  • Trust Authorization Audits
  • Power of Attorney Audits
  • Card Inventory Audits
  • Safe Deposit Box Audits
• Responsible for knowing all aspects of daily teller operations.
• Provide backup to MX Support Associate I as needed.

Essential Duties/Responsibilities: Level III

• Assist the MX Support Associate IV to create and maintain procedures for MX on an ongoing basis. Ensure procedures are accurate, effective, and compliant. Update the credit union on changes to procedures through email, Slack, or training sessions.
• Test core and ancillary systems as needed. Contribute to troubleshooting efforts with the core system and auxiliary systems as related to MX functions.
• Responsible for the administration of the IRA/HSA and check ordering programs.  Maintain working knowledge of systems, rules, and regulations relevant to these programs. Responsible for working with the Learning & Performance team to update training and best practices around these programs.
• Responsible for tracking, updating, and maintaining Fair Market Values for all IRA/HSA members yearly. 
• Responsible for balancing the federal withholding general ledger each month, preparing Required Minimum Distributions (RMDs), and ensuring 1099Rs/5498s are accurate and completed by the end of each tax year.
• Work reports, Salesforce cases, and other support tasks related to the MX team.  Consult with the Enterprise Portfolio Management Office (EPMO) to regularly review these tasks and other processes to create efficiencies.
• Complete assigned MX-related audits daily, weekly, and monthly to include, but not limited to:
  • IRA/HSA Transactional Audits
  • IRA/HSA Address Audits
  • Deceased Member Audits
  • Share/Certificate Audits
  • ARCU Audits
  • IRS B Notice (1099 Mismatch) Audits
  • Member Number Link Audits
• Provide backup support to the Treasury Services Program Manager and MXSA IV as needed.
• Work with Learning & Performance with regular training and host FAQ for MX employees.

Essential Duties/Responsibilities: Level IV

• Provide leadership and guidance to MX Operations and project teams.
• Responsible for creating and maintaining procedures for MX and other functional areas, as requested, on an ongoing basis.  Ensure procedures are accurate, effective, and compliant. Update the credit union on changes to procedures through email, Slack, or training sessions. Serve as the main point of contact for all procedure-related updates, questions, and feedback. 
• Work with the Salesforce team to maintain the Knowledge Articles database and implement process changes within systems.
• Responsible for helping correct name, address, and profile overrides within the core.
• Responsible for assisting with the administration of the IRA/HSA and check ordering programs. Specifically responsible for assisting with balancing general ledgers and preparing tax forms when needed.
• Responsible for researching and correcting 1099s for members when requested.
• Responsible for advocating for MX's needs when working on project teams. Ensuring common-sense decisions are made when affecting the MX team. Provide insight and guidance on impacts to MX when solutions are being generated.
• Responsible for recognizing when to include other function departments in projects, procedure updates, or system updates that may impact MX. Work with impacted departments to ensure a shared understanding of planned changes exists.
• Test core and ancillary systems as needed. Contribute to troubleshooting efforts with the core system and auxiliary systems as related to MX functions.
• Maintain account accuracy by working on various reports, workflows, and projects as requested.
• Provide back-up support to the Treasury Services Program Manager and MXSA III as required.

Job Knowledge:

• Knowledge of all teller functions.
• Knowledge of general ledger accounts pertinent to the department.
• Knowledge of the credit union's products and services.
• Knowledge of the organization's policies/procedures and Credit Union's service philosophy.
• Knowledge of safety and security programs for false alarms, robberies, bomb threats, and extortion.
• Knowledge of credit union's in-house computer system/internet.
• Knowledge of opening and closing procedures.
• Knowledge of laws and regulations affecting member service and lending transactions.
• Knowledge of general ledger accounts pertinent to the department.

Job Qualifications (Skills):

BHFCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.  The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to handle cash transactions and verify financial transactions. Ability to complete necessary paperwork.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members, and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Limited mobility is required. Ability to lift a minimum of 30 lbs. (ATM cassettes, CDM cassettes, coin bags, etc.)
• Requires the ability to work flexible hours.

Job Qualifications (Ability):

• Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.
• Ability to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure.
• Ability to prepare and maintain confidential records and reports.
• Ability to produce a high volume of work on time that is accurate and of high quality. 
• Ability to prioritize work and handle multiple tasks while using a rational and organized approach.
• Ability to analyze out-of-balance situations, statistics, and financial data, gather, assemble, correlate, and interpret facts, and develop solutions.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.

Job Qualifications (Education/Experience): Levels I & II

Job requires a high school level of language, math, and reasoning skills.  Working knowledge and ability are listed in the job description. Two years of experience in financial services or related fields is acceptable.  Formal training should be supplemented with continuing education.

Job Qualifications (Education/Experience): Level III

The job requires a college level of language, math, and reasoning skills.  Working knowledge and ability are listed in the job description. Two years of experience in financial services or related fields is acceptable.  Formal training should be supplemented with continuing education.

Must obtain and maintain credentials to become a Certified IRA Specialist I/II within 1 year of position start.

Job Qualifications (Education/Experience): Level IV

The job requires a college level of language, math, and reasoning skills.  The job requires an expert level of knowledge of the Credit Union’s daily operations. Formal training should be supplemented with continuing education.

Must attend conferences and/or seminars relevant to products and services the Credit Union offers on an annual basis.

Working Conditions:

Material and Equipment Involved

• Personal Computer/Printers
• Phone Console/Voicemail
• Various Software Applications
• Cash Dispatch Machine/Cash Recycler
• Headsets/Amplifiers
• Interactive Teller Machines
• Multi-functional Device

Work Environment/Physical Activities

  Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.

  This position offers occasional remote work under certain circumstances.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs coin bags. Must be capable of climbing/descending stairs in emergencies. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work areas with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions with supervision and work effectively either on your own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.

Notice:  This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment.  Black Hills Federal Credit Union adheres to all federal and state labor laws regarding termination and probationary periods.  This position is also subject to all the personnel policies of Black Hills Federal Credit Union.  Changes may be made to this job description at any time by the President.  Black Hills Federal Credit Union is an equal-opportunity employer.

Black Hills Federal Credit Union is an equal-opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation to qualified persons with a disability but who are otherwise able to perform the essential functions of the job.

Qualifications