Operations & Support Specialist

General Job Description

The Operations & Support Specialist provides overall support for system end-users, which includes partnering with the business units to understand system process, procedure, and workflow, with a heavy emphasis on the retail and lending frontline areas, to optimize efficiencies.  

This position involves coordinating and managing efforts with vendors and internal departments to test, upgrade, and resolve issues in various environments, enhancing efficiency and integration to support organizational growth.  The Specialist is also responsible for optimizing systems to boost productivity and reduce operational costs.  Additionally, the role includes assisting with special projects, audit tasks, and third-party due diligence reviews.  The Specialist will create and maintain documentation including but not limited to manuals, job aids, procedures, and guidelines for end-users, and will support the implementation of the organization’s strategic initiatives and departmental goals.  

Essential Duties & Responsibilities

• Administer critical, enterprise and departmental processing systems, which includes maintaining appropriate user access and permissions & authorizations commensurate with job duties; promptly disables former employees’ system access.  Includes user administration and content creation for various MCCU SharePoint sites.

• Communicate system outages and other, critical events to end-users using effective change management principles and preferred communication method(s).  Ensure other staff members, including Executive Leadership Team, are aware of the change, when appropriate.   
• Coordinate projects to improve system and operational efficiencies and to reduce costs. Communicate changes to end-users and other staff members.  Assists or leads special projects and audit remediation tasks, when necessary.
• Develop and maintain relationships with internal department employees, vendors, suppliers, and other external partners.   Focus on automation and integration to create operational efficiencies.
• Assists department manager with third party due diligence reviews.
• Analyze data to identify trends, patterns, and insights that can be used to improve operations, reduce errors, and drive growth.   Perform and document root cause analysis on system disruptions, when necessary.
• Analyze credit union processes and procedures to ensure they meet all required state and federal regulations.  Recommend and implement changes, as needed. 

• Serve as a resource for system end-users; provide training when necessary.  
• Provide support to management where process or procedure interpretation is needed. 
• Create, periodically review, and maintain procedures, guidelines, etc., for all branch related, operational functions, post on various SharePoint sites.  Ensure sites are easily searchable and obsolete procedures, documents, etc., are properly archived.
• Test various applications, systems, and established procedures after system upgrades to ensure proper functionality; periodically test on an ongoing basis to ensure systems are working as designed.

• Assist with development of training materials, when necessary.  Periodically observe training sessions to ensure material is interpreted correctly; answer questions as they arise.
• Prioritize and manage multiple assignments and priorities simultaneously; follow through on issues in a timely manner.

• Stay up to date on industry rules and regulations; update and re-modify systems and written procedures due to changes in or newly adopted regulations.  Communicate changes effectively.

• Represent MCCU professionally in all interactions with members, sponsor organizations, vendors, other financial institutions, and similar groups. 
• Foster and maintain positive relationships with both co-workers and members by actively embracing and demonstrating MCCU's culture, known as IMPACT.

Education and Experience Requirements

• Three (3) or more years in banking; member service experience preferred; software application experience a plus
• College education preferred but not required
• Symitar and Meridian Link experience preferred

Skills/Abilities

• Proficient in Microsoft Office programs including Outlook, Word, Excel, PowerPoint, and SharePoint 
• Basic knowledge of products, programs, services, rules, and regulations related to banking industry.
• Understand various business systems, products, programs, services, and business processes throughout the organization.
• Strong organizational and planning skills, detail oriented.
• Strong sense of responsibility and accountability; proven ability to take initiative and ownership.
• Critical thinker and problem solver. 
• Excellent interpersonal, verbal, and written communication skills; a significant level of trust, diplomacy, courtesy, and tact is required.  
• Clearly articulate ideas and concepts using straightforward language and avoiding jargon.  Tailors the complexity of information presented based on the audience's background and expertise.
• Able and willing to work in a fast-paced, collaborative, productive work environment; ability to organize and coordinate multiple, concurrent tasks and projects.  

 Physical/Mental Requirements of the Position:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and ability to lift a minimum of 20 pounds
• The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks 
• Must have flexibility to deal with changing work hours and locations as needed.