Support Services Specialist

Job Description

Job Description

Description : Overview :

Support Service Specialists support credit union operations by monitoring various reports, using analytics and accounting information to ensure compliance, accuracy and authenticity of member account information. Receive incoming calls and provide prompt, accurate service to members, by assisting with a variety of financial transactions and cross-selling opportunities that meet the members needs The essential duties of this postion may be performed in part as assigned by manager or in totality based on the needs of the department and team coverage.

Essential Functions and Responsibilities :

• Receive incoming calls from members, process financial transactions on member accounts as requested by the member. Process member inquiries, complaints and issues by providing requested information, redirecting the member to the appropriate person / department or resolve the issue.
• Review and respond timely to member written correspondence via online banking, email and mailed requests.
• Analyze various reports daily, weekly or monthly or on assigned intervals to ensure compliance, member data security and processing accuracy. Report review may include but not limited to : Ticking Reports for ATM and debit card transactions; fraud alerts; debit card alerts; debit card re-issues; person-to-person and account-to-account reports, core account and card reports, ATM deposit reports, bill payment and picture pay reports; and remote deposit capture data.
• At a minimum of twice daily, check for incoming wire transfers and process accordingly.
• Process Skip Pays daily to ensure timeliness and avoid processing errors.
• Review and audit eDeposit a minimum of twice daily for compliance and necessary adjustments.
• Receive and post time-sensitive ACH files each morning and afternoon within specified timeframes and guidelines.
• Analyze data to ensure protection from fraud : suspicious activity, transactions, adjustments and chargebacks. Assist members with the resolution process.
• Achieve quarterly individual, team and business goals for new checking accounts and expense efficiency as established. Present and cross sell GHS products and services to best meet member needs; if necessary refer to the appropriate department or teammate.
• Process deposit returns / chargebacks to member accounts.
• Resolve problems or discrepancies concerning member accounts; if appropriate suggest other products and services to meet their needs and resolve issues. If needed, refer them to appropriate office or staff.
• Process member mail deposits. Handle address change requests for host system, GHS software systems and maintain files on address changes and undeliverable mail; flag accounts for invalid address as needed.
• Perform other duties as assigned

Performance Measurement :

Performance will be measured on tangible measurable objectives noted above and as assigned as well as demonstrated skills and behaviors.

Requirements :

Knowledge, Skills and Abilities :

Experience : Must have a minimum of six months previous teller, cashier or similar

related work history that includes sales, customer service and cash

handling skills. Previous person to person, call center or office phone

experience preferred.

Education : A high school education or GED is required plus the required experience is required. An

Associate Degree is preferred.

Interpersonal : Engaging, personable individual who is committed to providing the highest level of service

to our members. This position involves contact with others inside and outside the organization and requires professionalism, courtesy, finesse, tact and diplomacy. This position requires the ability to engage and influence others by building rapport. Must demonstrate clear verbal and written communication. Knowledge of credit union product and services.

Other Skills : Must be able to operate a 10-key calculator or keypad on keyboard. Computer skills to include Internet research, typing, data entry and knowledge of Microsoft Office applications. Must be quality focused, organized and have the ability to multi-task. Must have the ability to handle high call volumes and sensitive and confidential information. Must have exceptional conversational and problem solving skills.

Physical Demands : The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the position, the employee is regularly required to stand or sit, use hands and arms to reach, and hands and fingers to feel. The employee is regularly required to talk, hear and communicate with members. The employee periodically stands, walk, reach, stoop, kneel, crouch or squat and use the stairs.

Employees must regularly lift and / or move up to 10 pounds. Periodically lift and / or move 20 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment : Employees are required to contribute to positive work environment and demonstrate the

credit union brand of “The Relationship of a Lifetime” by demonstrating GHS Service Standards of customer focus with positivity, personal ownership and accountability, clear and positive communication and responsiveness. Collaboration, consistency, and respect, trust and demonstration of integrity are some of the professional behaviors regularly required.

This job description is intended to be a guide and may not be all encompassing or may amend / modify as business needs change.