Operations Support Specialist

Description

COMPANY PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 60 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with over 12 branch locations throughout Delaware. It is an organization that also embraces the community it serves. 

In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union” seven consecutive years. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.

POSITION PURPOSE

The Operations Support Specialist is responsible for supporting the credit union’s operational processes through problem solving, researching, identifying issues and providing member focused solutions. Provide the highest level of quality service to all internal and external members and promote member relationships that exceed expectations. Provides ATM, Debit, and Credit card support along with online/mobile banking and other electronic channel support. Participate in dispute processing/resolution including, but not limited to, ChexSystems, and ATM/Debit cards. Handles member fraud issues to include, but not limited to, mobile deposit, bill pay, and card compromises. Manages the Courtesy Pay processes and other duties as assigned

Requirements

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for effective and professional completion of Operations Support functions.

• Effectively adhere to policies, procedures, laws and regulations including those related to Bank Secrecy Act regulations.
• Effectively research and resolve member issues including, but not limited to, debit/credit cards, online/mobile, and member fraud.
• Maintain a high level of service, consistency and professionalism by delivering Del One Core Values to both internal and external members
• Process appropriate adjustments to member accounts within regulatory timeframes.
• Effectively interact with members and vendors for successful resolution of any questions/issues.
• Verify card plastic orders and expiring card plastic reissues.
• Review accounts, prepare letters, and contact members in relation to the Courtesy Pay program.
• Maintain service level agreements for all member impacting responsibilities

Assumes responsibility for establishing and maintaining professional business relations with members and coworkers.

• Educate credit union staff about available tools and resources, processes and procedures to support organizational effectiveness and the achievement of member service standards
• Effectively communicate with members, coworkers, and management.
• Keep supervisor informed of activities and significant problems associated with the ATM/Debit/Credit card process, member fraud, Courtesy Pay process, and electronic channels.

Assumes responsibility for related duties as required or assigned.

• Ensure that work area is clean, secure, and well maintained.
• Complete required reports and records accurately and promptly.
• Complete special projects as assigned.

PERFORMANCE MEASUREMENTS

• The Operations Support Specialist functions are efficiently, effectively, and accurately performed in accordance with established policies/procedures and regulations.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Maintain a good working relationship and communication with coworkers and management. Supervisor is informed of activities on appropriate basis.
• Required reports and records are accurate, complete, and timely.
• The Credit Union's professional reputation is projected and maintained.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High School diploma required; college coursework a plus

REQUIRED KNOWLEDGE:

• Strong understanding of member service principles
• Knowledge of Credit Union operations

EXPERIENCE REQUIRED: Three years related experience, preferably in a financial institution

SKILLS/ABILITIES:

• Strong analytical skills
• Able to handle multiple tasks
• Excellent verbal and written communication skills
• Well organized and detail oriented
• Cooperative and willing to assist others

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery

PHYSICAL STRENGTH: Sedentary work, sitting most of the time; exerts up to 10 lbs. of force occasionally

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

• Ability to apply logical or scientific thinking to define problems, collects data, establish facts, and draw conclusions
• Able to interpret a variety of technical instructions and can deal with multiple variables

MATHEMATICS ABILITY: Ability to perform basic math skills and to use decimals to compute ratios and percent, and to draw and interpret graphs

LANGUAGE ABILITY:

• Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias
• Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar
• Ability to communicate distinctly with appropriate pauses and emphasis; correct pronunciation (or sign equivalent); and variation in word order using present, perfect, and future tenses

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.