What are the responsibilities and job description for the Online New Accounts - Online Service Specialist II position at Golden 1 Credit Union?
JOB TITLE: ONLINE SERVICE SPECIALIST II
DEPARTMENT: ONLINE NEW SERVICES
STATUS: Non-Exempt
JOB CODE: 10054
PAY RANGE: $25.02 - $28.25 HOURLY
GENERAL DESCRIPTION:
Responsible for the fulfillment operations for new accounts originating in the digital channel. Keen eye for detecting suspicious activity and initiative to investigate potential fraud. Engages in interactions that ensure Golden 1 members encounter a positive experience beginning from new account origination through finalization and funding.
As an Online Service Specialist II, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.
TASKS, DUTIES, FUNCTIONS:
1. Responsible for the fulfillment operations for new accounts originating in the digital channel.
2. Consistently meet or exceed KPI target of application/calls per hour and maintaining high attention to detail with minimal errors.
2. Identifies and report fraudulent activity to leadership and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union.
3. Comply with all internal audit findings, online account opening rules and BSA requirements as it relates to opening a new account.
4. Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes.
5. Communicate with branches, Home Loans and other back-office departments and research and resolve complex issues that prevent account opening.
6. Constantly develop critical thinking skills and enhance departmental performance.
7. Participate in video conferencing and online meetings while being comfortable in a virtual office culture.
9. Participate in all department functions to help achieve objectives.
8. Manage multiple internal queues and maintain service levels and regulatory requirements.
9. Audit various operational documents and reports to ensure proper procedural compliance, accuracy and authenticity which include Data Change, Missing Sig Card and Power BI.
10. Assist in Service Pack/Meridian Link validation, Xpress Account testing and other system enhancements as well as reports system issues/outages.
11. Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.
12. Manages and ensures up-to-date procedures and templates for the department.
13. Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically.
14. Ensures confidentiality of all member and credit union information.
15. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures.
16. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy, anti-money laundering laws, OFAC and FACTA.
17. Assumes other responsibilities as apparent or assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Fosters a positive and engaging work environment. Treating others with courtesy and respect. Assuming Positive Intent in all communication.
2. Inspires others through words and actions and embracing G1's mission, vision and core values.
3. Displays positive, outgoing, and empathetic attitude.
4. Punctual and reliable, results-orientated.
5. Takes on any task required to meet or exceed all team objectives.
6. Takes the initiative to identify, investigate and resolve complex member issues, including operational and support situations.
7. Willingness and flexibility in taking on new responsibilities as business requires.
8. Willingness to learn and master new and emerging banking technology.
9. Presents Golden Service (Internal/External).
10. Keen eye for detecting suspicious activity and initiative to investigate potential fraud.
11. Good organizational skill, including the ability to prioritize daily activities and multi-task to complete assignments.
12. Display strong attention to detail in working and investigating files with emphasis on deadlines.
13. Familiarity with Microsoft Office programs.
14. The Online New Account Specialist II will be the main resource for new hire(s).
15. Assisting leadership in orienting, training, and assigning tasks to team members.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: Participates in team meetings. Frequent routine and complex verbal and written communication with the other departments such as: Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Services, Contact Center, Fraud Prevention, Consumer Lending, Accounting, Etc.
2. EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 members and prospective members via Web Messages, e-mail and telephone.
QUALIFICATIONS:
2. EDUCATION: High School or GED required.
3. EXPERIENCE: Minimum two plus year of prior experience in a banker role at another financial institution or customer relationship building role preferred, plus 1 year as an Online New Account Specialist I at Golden 1 or similar role at another financial institution preferred.
4. KNOWLEDGE/SKILLS:
Functional: Excellent oral and written communication skills. Advanced knowledge in the following areas: Federal Rules and Regulations as applied to credit unions, G1 products (consultative), employee handbook, Lighthouse, teamwork, and customer service.
Technical: Basic knowledge in the following systems/applications: Microsoft Office (Word, Excel and Outlook),eFunds,DSUI, Concur,Relationship Manager, Meridian Link/Loans PQ, DMVDesk, Equifax, OFAC, DSUI, EnAct, ECM, Fiserv/CWS, CLEAR, Alloy.
PHYSICAL REQUIREMENTS:
a) Prolonged sitting throughout the workday with occasional mobility required.
b)May be required to work off-hours when conducting service pack validation and testing.
c. Ability to frequently move about the office to interact with staff, accomplish tasks, etc.
d. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
e. Corrected vision in the normal range.
LICENSES/CERTIFICATIONS:
None
#LI-Remote
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
REV.2/25/2025
DEPARTMENT: ONLINE NEW SERVICES
STATUS: Non-Exempt
JOB CODE: 10054
PAY RANGE: $25.02 - $28.25 HOURLY
GENERAL DESCRIPTION:
Responsible for the fulfillment operations for new accounts originating in the digital channel. Keen eye for detecting suspicious activity and initiative to investigate potential fraud. Engages in interactions that ensure Golden 1 members encounter a positive experience beginning from new account origination through finalization and funding.
As an Online Service Specialist II, you should have excellent verbal and written communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.
TASKS, DUTIES, FUNCTIONS:
1. Responsible for the fulfillment operations for new accounts originating in the digital channel.
2. Consistently meet or exceed KPI target of application/calls per hour and maintaining high attention to detail with minimal errors.
2. Identifies and report fraudulent activity to leadership and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union.
3. Comply with all internal audit findings, online account opening rules and BSA requirements as it relates to opening a new account.
4. Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes.
5. Communicate with branches, Home Loans and other back-office departments and research and resolve complex issues that prevent account opening.
6. Constantly develop critical thinking skills and enhance departmental performance.
7. Participate in video conferencing and online meetings while being comfortable in a virtual office culture.
9. Participate in all department functions to help achieve objectives.
8. Manage multiple internal queues and maintain service levels and regulatory requirements.
9. Audit various operational documents and reports to ensure proper procedural compliance, accuracy and authenticity which include Data Change, Missing Sig Card and Power BI.
10. Assist in Service Pack/Meridian Link validation, Xpress Account testing and other system enhancements as well as reports system issues/outages.
11. Monitor Outlook emails and TEAM chats efficiently, quickly collaborate in real-time, and respond promptly.
12. Manages and ensures up-to-date procedures and templates for the department.
13. Ensure that employees are using the correct tools, following company policies and procedures, providing accurate and objective evaluations, and are performing ethically.
14. Ensures confidentiality of all member and credit union information.
15. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures.
16. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy, anti-money laundering laws, OFAC and FACTA.
17. Assumes other responsibilities as apparent or assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Fosters a positive and engaging work environment. Treating others with courtesy and respect. Assuming Positive Intent in all communication.
2. Inspires others through words and actions and embracing G1's mission, vision and core values.
3. Displays positive, outgoing, and empathetic attitude.
4. Punctual and reliable, results-orientated.
5. Takes on any task required to meet or exceed all team objectives.
6. Takes the initiative to identify, investigate and resolve complex member issues, including operational and support situations.
7. Willingness and flexibility in taking on new responsibilities as business requires.
8. Willingness to learn and master new and emerging banking technology.
9. Presents Golden Service (Internal/External).
10. Keen eye for detecting suspicious activity and initiative to investigate potential fraud.
11. Good organizational skill, including the ability to prioritize daily activities and multi-task to complete assignments.
12. Display strong attention to detail in working and investigating files with emphasis on deadlines.
13. Familiarity with Microsoft Office programs.
14. The Online New Account Specialist II will be the main resource for new hire(s).
15. Assisting leadership in orienting, training, and assigning tasks to team members.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: Participates in team meetings. Frequent routine and complex verbal and written communication with the other departments such as: Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Services, Contact Center, Fraud Prevention, Consumer Lending, Accounting, Etc.
2. EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 members and prospective members via Web Messages, e-mail and telephone.
QUALIFICATIONS:
2. EDUCATION: High School or GED required.
3. EXPERIENCE: Minimum two plus year of prior experience in a banker role at another financial institution or customer relationship building role preferred, plus 1 year as an Online New Account Specialist I at Golden 1 or similar role at another financial institution preferred.
4. KNOWLEDGE/SKILLS:
Functional: Excellent oral and written communication skills. Advanced knowledge in the following areas: Federal Rules and Regulations as applied to credit unions, G1 products (consultative), employee handbook, Lighthouse, teamwork, and customer service.
Technical: Basic knowledge in the following systems/applications: Microsoft Office (Word, Excel and Outlook),eFunds,DSUI, Concur,Relationship Manager, Meridian Link/Loans PQ, DMVDesk, Equifax, OFAC, DSUI, EnAct, ECM, Fiserv/CWS, CLEAR, Alloy.
PHYSICAL REQUIREMENTS:
a) Prolonged sitting throughout the workday with occasional mobility required.
b)May be required to work off-hours when conducting service pack validation and testing.
c. Ability to frequently move about the office to interact with staff, accomplish tasks, etc.
d. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
e. Corrected vision in the normal range.
LICENSES/CERTIFICATIONS:
None
#LI-Remote
THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.
REV.2/25/2025
Salary : $25 - $28
