Support Service Specialist

All employees hired after January 10th 2022, are required to be vaccinated against COVID-19 and provide proof of vaccination prior to start date or receive an approved exemption as a condition of employment.

All applicants are required to pass a background check as a condition of employment.

PURPOSE: The primary purpose of this position is to fulfill our Member’s First Pledge of Valued Relationships, Trusted Solutions. To live out the pledge the position must deliver high quality service to both internal and external members. In addition, the position performs various bookkeeping functions in a timely manner in order to maintain accurate accounting records for the Credit Union. To assist the Support Services Department in various special projects as needed.

CULTURAL EXPECTATIONS:

• Adheres to Financial Center’s Policy and Procedures
• Acts as a role model within and outside Financial Center
• Performs duties as workload necessitates
• Maintains a positive and respectful attitude
• Communicates regularly with supervisor about department issues
• Demonstrates flexible and efficient time management and ability to prioritize workload
• Consistently reports to work on time prepared to perform duties of position
• Meets Department productivity standards
• Demonstrate enthusiastic support of corporate mission, core values and long term objectives
• Performs daily assignments independently
• Resolves questions or problems on the basis of past precedent and interpretation of policy and procedural guidelines
• Work is reviewed for adherence to policies and procedures.
• Must be able to keep sensitive credit union information confidential
• Must be accurate and attentive to details, courteous, neat in appearance and patient when dealing with members, assistants and other employees
• Performs duties under the Credit Union bylaws, policies, procedures, appropriate federal and state laws and regulations to GAAP
• Work is spot checked for accuracy, timeliness and for efficient use of time
• Communicates effectively and efficiently with Credit Union employees while being professional and courteous at all times

ESSENTIAL DUTIES:

• Deliver the exceptional member experience during all interactions with potential members, members, coworkers, internal members and vendors
• Ensures that the payroll sources are entered into the computer system for each employer and the payroll lists are balanced daily.
• Pulls daily ACH incoming files from the FRB – for assigned processing timeframe
• Submits return files to the FRB daily for assigned processing timeframe
• Responsible for ACH annual disaster recovery processing
• Starts, changes, or deletes payroll deductions as necessary
• Posts manual payrolls.
• Process payroll Direct Distribution Authorization forms to ensure payroll funds are distributed as each member has instructed.
• Receives and balances daily ACH exception reports.
• Returns ACH credits and debits from the ACH exception reports when necessary through the Federal Reserve System.
• Balances daily to total of all incoming and outgoing ACH activity and manual payroll postings.
• Works directly with MIS concerning ACH transmissions.
• Receives and processes all incoming Direct Deposit and Reclamation forms.
• Processes ACH debit Stop payment forms and Written Statement of Unauthorized Debit forms and maintains affected accounts.
• Assists with the completion of Annual Unclaimed Property processing.
• Assists in other tasks that aid in the efficient completion of departmental work.
• Participates with the testing team and does all the testing for the ACH functions.
• Prepares daily ACH files for Indirect Dealer loan funding
• Create and Maintain various credit union policies as needed
• Reviews and maintains ACH instructions in the Operations Manual
• Create and maintain procedures for all assigned tasks
• Responsible for keeping credit union management up to date on ACH Rule changes as the impact the credit union and what actions may be necessary to accommodate those changes
• Participates in annual ACH risk assessment process with ERM.
• Prepares documents and participates in the annual ACH audit with IA.
• Participates in annual BCP/BIA updates to the ACH Daily portion of the manual
• Prepares daily ACH files for RDIC processing
• Pulls daily shared draft incoming files from the FRB – for assigned processing
• Pulls daily chargeback files from the FRB – for assigned processing and debiting of members accounts
• Pulls daily SWBC files and processes payments to members target loans and accounts in assigned window
• Participates in the CUSO reporting and processing
• Performs other duties as assigned

GENERAL ACCOUNTING DUTIES:

• Process requests for credit union check stop payments and check copies requests
• Answer Branch and Department questions concerning balancing issues.
• All Support Services staff is expected to be cross-trained to perform any of the Support Services department duties.
• Required to meet daily, monthly, quarterly and other miscellaneous deadlines as required by law, regulators, policy and management direction.

REQUIRED BACKGROUND:

• High School graduate or equivalent; Two-year college degree or completion of specialized course of study at a business or trade school in the areas of business or finance preferred.
• Experience with Credit Union (Financial Institution) member account processing, three to five years preferred.
• Proficient with all Microsoft office applications
• Must have the ability to work accurately, detailed and neatly with figures and produce work in a timely manner.
• Must be proficient in the use of our credit union computer system or personal computer, computer-generated reports, calculator and other standard office equipment
• Must be analytical and have the ability to solve various routine account problems
• Must possess a general knowledge of problem solving and thinking skills
• Must have excellent verbal and written communications skills
• Must be proficient in working with Excel spreadsheets
• Must possess a basic knowledge of all our credit union products and services
• Must be able to maintain strict confidentiality of information
• Must be detail oriented and able to meet strict monthly deadlines
• AAP Certification as plus

WORK ENVIRONMENT: The work requires physical mobility within the general work area, prolonged standing within a fairly small work area, and long periods of intense concentration, continual communication with members, repetitive tasks and a high level of attention to security. May be temporarily or permanently transferred to another Center as required.