Senior Operations Support Specialist

Job Description

Job Description

About the Role: The Operations Support Specialist provides day-to-day operational and administrative support to ensure the smooth functioning of the credit union's core systems, processes, and member services. This role works closely with branch staff and other teams to maintain operational accuracy, compliance, and efficiency. The specialist troubleshoots issues, maintains system data integrity, assists with procedural improvements, and supports special projects to enhance member experience and operational performance.

Essential Functions & Responsibilities:

• Subject matter expert in all IRA inquiries.
• Serve as a resource to front-line employees, assisting members in the day-to-day operations. Assist other areas of the credit union with membership or operational issues
• Complete account review and quality control of all accounts opened, including but not limited to special accounts, IRAs, and online accounts. Complete review and contact members if necessary for online account verification.
• Perform deposit operation functions, including but not limited to posting mail deposits, funding online account openings, VODs, ATM checks, and mobile deposits, and assisting with ITMs as needed.
• ITM management for balancing and replenishment.
• Administrator to Account Opening software, online and in-branch.
• Assist with help desk requests for front-line staff, including but not limited to online access, research requests, and subpoenas.
• Review assigned departmental reports, completing maintenance as required.
• Cash ordering and shipments for branches.
• Maintain knowledge through training.
• Maintain knowledge through B.S.A. Compliance training.
• Other job-related duties as assigned.

Performance Measurements:

• Respond to telephone and email requests for operational assistance from the branches and call center.
• Monitor requests initiated via mail and fax. Fulfill requests from these channels or forward them to assigned departments for completion.
• Perform deposit operation functions, including but not limited to posting mail deposits, funding online account openings, VODs, and issuing official checks.
• Review assigned departmental reports, completing maintenance as required.
• Review legal documents, including Individual Retirement Accounts, Power of Attorney, and Trust paperwork; utilize outside legal services as needed.
• Complete necessary IRA functions for the Credit Union. These duties include processing Required Minimum Distributions, conducting quality control reviews of Individual Retirement Account work done in the branches, and annual regulatory reporting.
• Ability to work with stakeholders to understand their needs and build trusted relationships.

Minimum Expectations of Knowledge and Skills:

Experience: Five+ years of financial services experience (including teller, new account opening, and lending) and one to two years of operational experience at a credit union or other financial institution.

Education: A high school education or GED equivalent. Bachelor's Degree Preferred.

Interpersonal Skills: A significant level of integrity and diplomacy is required. Work may involve motivating, influencing, or training others. The ability to understand internal and external member needs, along with active listening skills, is required. Work is centered on supporting the operational needs of the credit union, mitigating risk, and encouraging proper service levels. The ability to operate a personal computer, including a keyboard, mouse, internet browsers, and other software, is required.

Compliance:

Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider awareness of unusual or suspicious activity relevant to the department.

• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, and crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace