Provides operational phone and email support to the branches, Member Service Center (MSC), Spectrum departments, and members when applicable. Completes additional department processes and tasks as assigned.
DIMENSIONS
Supports Branches, MSC, and Spectrum Departments :
Branches / Departments 46
Monthly Phone Support :
Approximately 700
Monthly Incoming / Outgoing Mail :
Approximately 2700
Monthly Email Incoming / Outgoing :
Approximately 1600
Supervisory responsibilities
The incumbent reports directly to the Supervisor / Assistant Manager, Support Services. There are no direct reports to this position.
NATURE & SCOPE
- Support branches, MSC, Spectrum departments, and internal and external members. Answers routine calls and emails regarding general operations policies and procedures. Processes transactions related to operations (i.e., IRA, dormant, consumer accounts, power of attorney, trusts, business accounts, and deceased).
- Provides digital support for Online and Mobile banking as needed.
- General knowledge and understanding of financial products and services (i.e., new accounts, fiduciary accounts, business accounts) with extensive knowledge in two of the following areas : power of attorneys, deceased accounts, trusts, or IRAs.
- Working knowledge and / or understanding of the following areas : the state of California or out-of-state escheats, tax reporting, and levies.
- Follows department and credit union service standards to provide exceptional, personalized service to internal and external members.
- Accurately processes department incoming and returned mail, including change of addresses, name changes, account vesting changes (including beneficiaries), closed account requests, check orders, and marketing exclusions (privacy notices).
- Performs file maintenance on decedent accounts received via incoming mail and / or deceased email notifications.
- Perform nightly department balancing, including check scanning and delivery of barcoded items to eDM.
- Performs other duties as required.
Education, skills, & abilities (qualifications and experience required for this position) :
Other Education, Skills, and Abilities
Support Services Specialist I :
Requires a high school diploma or general equivalency plus a minimum of one (1) year of Operations experience in a financial institution performing a wide variety of financial transactions. General office or administrative experience preferred.General knowledge and understanding of financial products and services.Previous experience with Microsoft Office Applications (Word, Excel, and Outlook) is required.Ability to communicate effectively verbally and in writing.Excellent organization and customer service skills required.Requires an attentive demeanor to achieve the highest level of service.Ability to work as a team, always displaying a positive, professional demeanor.Ability to identify, evaluate, and offer solutions to internal / external member questions.Skill and ability to perform financial transactions with accuracy.Ability to multi-task and work under time constraints to meet work deadlines.Ability to analyze and suggest ways to improve assigned tasks.Ability to operate standard business machines such as computer, printer, fax, copier, and telephonic devicesAbility to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand, and follow posted work rules and procedures and accept constructive criticism.Support Services Specialist II :
Requires a high school diploma or general equivalency plus a minimum of three (3) years of experience at a financial institution with at least one (1) year as a personal financial representative or a position equivalent to a support services representative, performing a wide variety of financial transactions.Skill and ability to operate standard business machines such as a computer, printer, fax, copier, telephone, and accompanying devices.Previous experience with Microsoft Office Applications (Word, Excel, and Outlook) is required.Ability to communicate effectively verbally and in writing.Excellent organization and customer service skills are required.Ability to remain focused and receptive to achieve the highest level of internal and external member service.Ability to work as a team, always displaying a positive and professional disposition.Ability to identify, evaluate, and offer solutions to internal / external member questions.Skill and ability to perform financial transactions with accuracy.Ability to multi-task and work under time constraints to meet work deadlines.Ability to analyze department processes to suggest ways to create efficiencies.Arrive for work on time, follow directions from management and / or department staff, interact effectively with co-workers, understand and follow department procedures, and accept constructive criticism.MAJOR ACCOUNTABILITIES
Supports branches, call center, and Spectrum departments with general questions regarding operations, policies, and procedures via phone and email communications.Accurately process and respond to incoming department mail including member correspondence per credit union policies, procedures, and regulatory guidance.Review and audit department reports as assigned.Note : Staff is expected to perform various tasks, projects, and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.
Salary Range (Hourly)
Support Services Specialist I -
19.7490 - $24.6863
Support Services Specialist II -
23.9440 - $29.9300
Salary : $24 - $30
