Member Service Operations Specialist

As part of Member Service, the Operations Specialist supports the member service operations team by ensuring sound branch operations and departmental collaboration. Evaluates functions and activities in assigned areas to determine the nature of operations and the adequacy of systems to achieve established goals and objectives. May provide recommendations for corrective actions and opportunities for improvements. Completes electronic audits on Loans and Deposit Accounts for all branches to ensure accuracy and efficiency. Reviews operations reports to ensure branch compliance. Audits miscellaneous account and maintenance items to ensure accuracy and all compliance standards are met. Provides operations analysis of the branch and ensures the branch staff is following the established policies, procedure and auditing standards. Responsible for tracking and reporting any communication gaps, system errors and escalated concerns. Provides feedback to branch and reports to leadership any concerns. Will document any errors uncovered and communicate with the branch to reduce risk and uphold ethical standards related to and required by branch management and staff. Collaborates with other departments to identify departmental quality assurance needs and communicates to member service for procedure adherence. Provides support for Quality Assurance Testing for upcoming system changes. Ensures adherence to Customer Identification Program by reviewing required information and communicating if required member information is missing. Attends training classes to ensure procedure accuracy to Synergy and quality control review. Track the branch staff errors and prepare reports to management, branch management and AVP's. Monitors and ensures the branch employees comply with banking laws, rules, regulations and following the credit union's established instructions, policies and procedures. Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values.
High school diploma or equivalent. Minimum three (3) years of financial institute experience. Must be sensitive to the needs of the credit union needs, members and employee goodwill and public image when unique situations present themselves. Highly proficient in use of Microsoft Office products such as Word, Excel, Power Point, and Outlook. Strong communication, analytical, problem solving and decision making skills to effectively uncover and resolve complex member and employee issues. Excellent interpersonal skills, tact, diplomacy and the ability to adjust and interact with all levels of personnel. Maintain strict confidentiality. Excellent written and verbal communication skills. Strong organizational skills and attention to detail. Be able to set priorities, ability to take initiative and to meet deadlines. Self-starter, ability to work independently in a fast-paced environment. Able to adapt to change.