What are the responsibilities and job description for the Operations Support Coordinator position at Credit Union West?
Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:
Position Summary
Enhances the quality of life for our members/team members by meeting or exceeding their service expectations and building relationships of trust and loyalty. This support department position will provide an industry leading service experience by processing digital and traditional services in an efficient and accurate manner. This position supports team member inquiries, requests, and concerns related to transactions, new accounts, account maintenance, and digital service channels. Responsible for the legal administration support relating to levies, garnishments, and subpoenas. Proactively reviews and communicates upcoming release notes for digital platforms. Provides professional, written communication and maintains operations documents. Delivers standardized, accurate information, and assistance to retail team members in support of member service.
Essential Functions & Additional Responsibilities
40% - Digital Channel Processing – Effectively and accurately accepts, reviews and processes electronic transaction files, to include remote and ATM deposits and any other electronic channels as assigned. Utilizes sounds judgement when processing negotiable instruments and abides by limits of the role. Completes basic account corrections and adjustments as needed. Performs timely and accurate imaging and indexing of documents. Proactively reviews platform release updates and communicates updates with manager. Coordinates with IT/IS and various business units for smooth release deployments and minimized disruptions.
30% - Transaction and Legal Administrative Support – Provides legal administrative support relating to levies, garnishments, and subpoenas. Stays abreast on all legal regulations and requirements relating to garnishments, levies, and subpoenas. Processes returned mail & updates to member accounts accordingly. Demonstrates timely and proficient processing of mailed checks for payments and payoffs, as needed. Utilizes sound judgement when processing negotiable instruments and abides by limits of the role. Able to successfully complete the processing of member and third-party requests of varying volumes from day-to-day with accuracy.
25% - Retail Operations Support – Maintains knowledge of Credit Union West products, systems, and services to support a variety of team member needs and questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Drafts and makes updates to procedures and reference guides as directed by manager. Assists with user acceptance testing for various systems, release updates, and projects. Meets or exceeds established department metrics and service level agreements. Proactively notifies manager of trends concerning operational inefficiencies or opportunities for system or procedural improvement. Completes operational reports, as assigned.
5% - Performs other duties as assigned.
Education:
A high school diploma or G.E.D.
Experience:
1-3 years of experience in operations, preferably in a Credit Union or financial institution environment.
Skills & Competencies
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:
- Full-time employees receive 100% paid health, dental & vision insurance
- Earn incentives up to 15%, depending on position
- 401K plan with employer matching funds up to 5%
- Profit Sharing
- Tuition reimbursement
- Gym membership reimbursement
- Paid time off for holidays, vacation, and sick days
- Diverse and inclusive workplace
- Credit Union West membership and discounts
Position Summary
Enhances the quality of life for our members/team members by meeting or exceeding their service expectations and building relationships of trust and loyalty. This support department position will provide an industry leading service experience by processing digital and traditional services in an efficient and accurate manner. This position supports team member inquiries, requests, and concerns related to transactions, new accounts, account maintenance, and digital service channels. Responsible for the legal administration support relating to levies, garnishments, and subpoenas. Proactively reviews and communicates upcoming release notes for digital platforms. Provides professional, written communication and maintains operations documents. Delivers standardized, accurate information, and assistance to retail team members in support of member service.
Essential Functions & Additional Responsibilities
40% - Digital Channel Processing – Effectively and accurately accepts, reviews and processes electronic transaction files, to include remote and ATM deposits and any other electronic channels as assigned. Utilizes sounds judgement when processing negotiable instruments and abides by limits of the role. Completes basic account corrections and adjustments as needed. Performs timely and accurate imaging and indexing of documents. Proactively reviews platform release updates and communicates updates with manager. Coordinates with IT/IS and various business units for smooth release deployments and minimized disruptions.
30% - Transaction and Legal Administrative Support – Provides legal administrative support relating to levies, garnishments, and subpoenas. Stays abreast on all legal regulations and requirements relating to garnishments, levies, and subpoenas. Processes returned mail & updates to member accounts accordingly. Demonstrates timely and proficient processing of mailed checks for payments and payoffs, as needed. Utilizes sound judgement when processing negotiable instruments and abides by limits of the role. Able to successfully complete the processing of member and third-party requests of varying volumes from day-to-day with accuracy.
25% - Retail Operations Support – Maintains knowledge of Credit Union West products, systems, and services to support a variety of team member needs and questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Drafts and makes updates to procedures and reference guides as directed by manager. Assists with user acceptance testing for various systems, release updates, and projects. Meets or exceeds established department metrics and service level agreements. Proactively notifies manager of trends concerning operational inefficiencies or opportunities for system or procedural improvement. Completes operational reports, as assigned.
5% - Performs other duties as assigned.
Education:
A high school diploma or G.E.D.
Experience:
1-3 years of experience in operations, preferably in a Credit Union or financial institution environment.
Skills & Competencies
- Live the mission, vision, and core values of the credit union.
- Able to communicate effectively and tactfully with employees and members both orally and in writing.
- Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
- Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
- Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
- Thorough knowledge and understanding of organization’s Employee Handbook and policies.
- Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
