Operation Support Specialist

  Role Summary

The Operations Support Specialist performs high-volume, day-to-day processing across consumer deposit accounts, digital onboarding, remote deposit capture, and transaction-level exceptions. The Specialist is a key operational partner to frontline teams and helps deliver accurate, complaint, and timely service across multiple intake channels.

The primary focus of this position is monitoring and managing online account opening and the mobile and desktop remote deposit capture platforms. The role also supports deposit operations, operational reporting, employee inquiries, and designated special-account requests.

What You’ll Do

· Digital Account Opening & Member Onboarding

· Process new consumer account applications through MeridianLink from initial review through account setup and completion.

· Validate CIP/KYC information, identity documentation, application completeness, eligibility, and required disclosures.

· Review decisioning results and risk indicators, including OFAC, ChexSystems, identity verification, and potential fraud alerts, in accordance with established procedures.

· Communicate documentation needs clearly and advance applications promptly when member action is required.

· Submit, resolve, or escalate incomplete, unusual, or higher-risk applications to the appropriate partner.

· Complete required account setup and quality-control steps accurately within established service-level expectations.

Remote Deposit Capture Administration

· Serve as an administrator for mobile and desktop remote deposit capture, including member registrations and deposit processing.

· Review deposited items for image quality, endorsement, negotiability, duplicates, dollar thresholds, and adherence to established guidelines.

· Monitor deposit activity for potential fraud, altered items, duplicate presentment, unusual patterns, and possible kiting activity.

· Approve deposits, place appropriate check holds, restrict platform access, or escalate concerns based on risk indicators and authority levels.

· Identify trends and take timely action to help prevent member impact and Credit Union losses.

Deposit Operations & Exception Processing

· Process returned deposits, returned checks, deposit corrections, adjustments, and other routine exception items.

· Monitor and process operational reports, which may include large shared branch and ATM activity, share return deposits, Velera/shared branch adjustments, buy/sell activity, debit card round-up, inactive money market, and open/close reports.

· Research discrepancies, document actions taken, and route complex or higher-risk exceptions for review.

· Maintain accurate records and complete assigned queue work within established deadlines and service levels.

Operational Support & Platform Assistance

· Support the operations call queue and respond to internal requests received by phone, email, eFax, other approved channels.

· Troubleshoot systems and platform-related questions, provide guidance, and coordinate resolution with the appropriate teams when needed.

· Serve as an administrator or knowledgeable resource for designated platforms used by frontline employees.

· Build strong working relationships with branches, contact center teams, and internal business partners through responsive, solutions-focused support.

Special Accounts & Cross-Functional Support

· Support designated requests involving decedent accounts, levies, garnishments, and subpoenas in accordance with documented procedures and escalation requirements.

· Assist the IRA Specialist with routine member inquiries and support the opening and servicing of Investor Certificates of Deposit with accuracy and urgency.

· Perform routine account maintenance and support assigned membership or partner-program account openings. Maintain cross-training across general Credit Union operations, member transactions, and deposit-service inquiries.

What Success Looks Like

· Applications, deposits, exceptions, and reports are processed accurately and on time.

· Potential fraud and loss exposure are recognized, documented, and escalated promptly.

· Internal partners receive clear, courteous, and practical support.

· Work is well organized, queues remain current, and service-level commitments are consistently supported. The Specialist adapts confidently as processes, systems, and business needs evolve.

Qualifications

· High school diploma or equivalent.

· Two years of experience in banking, credit union operations, deposit services, account opening, branch operations, or a related financial-services role.

· Working knowledge of deposit-account processing, customer identification requirements, and operational controls.

· Strong attention to detail with the ability to manage high-volume work, competing priorities, and time-sensitive queues.

· Sound judgment and the ability to recognize unusual activity, follow escalation protocols, and protect confidential information.

· Clear written and verbal communication skills with a service-oriented approach to supporting members and employees.

· Comfort learning and navigating multiple systems and digital platforms.

· Ability to work independently, collaborate across teams, and remain flexible as priorities change.

· Preferred

· Experience with MeridianLink, Fiserv DNA, remote deposit capture platforms, ChexSystems, OFAC screening, or similar financial-services systems.

· Experience reviewing fraud indicators, check holds, deposit exceptions, or operational reports.

· Familiarity with decedent accounts, legal orders, certificates of deposit, or retirement-account servicing.

· College coursework or an associate degree in business, finance, accounting, or a related field.

Location: Burbank, CA or Torrance, CA