Account Services & Operations Specialist

Job Description

Job Description

GENERAL SUMMARY:

This position is responsible for handling nationwide legal requests related to membership accounts, including but not limited to levies, subpoenas, escheatment, tax reporting, CP2100 reports, W8-BEN forms, AVS (Asset Verification System), and SSI (Supplemental Security Income), ensuring compliance with legal and regulatory requirements.

NATURE AND SCOPE OF POSITION:

This position works with a minimal amount of supervision and direction and is authorized to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policy and procedures of Kinecta Federal Credit Union in general.

SUPERVISORY RESPONSIBILITIES:

There are no supervisory responsibilities but will be expected to take the lead on assigned projects, overseeing the work of others working on assigned projects in the supervisor’s absence.  Will assist in training and act as a Member Operations Support resource to Member Operations Support staff and/or other departments, in the absence of management.  ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer Services: Provide exceptional customer service by addressing inquiries, resolving issues, and ensuring member satisfaction.
• Data Processing: Accurately process and manage data, including entering, updating, and maintaining records in the system.
• Documentation: Prepare, review, and manage documentation related to member operations support tasks.
• Compliance: Ensure all activities comply with regulatory requirements and company policies.
• Mailing Processing: Handle mail items such as privacy notices (GLBA & CalFipa), CCPA requests online/mail, check deposits, select accept, etc.
• Contact Code Request: Process Contact Code requests.
• GL Reconciliation: Assist in performing monthly blackline GL reconciliation for required auditing and compliance purposes.
• Check Processing: Print and mail checks daily for online banking/IVR (Interactive Voice Response) per member request, including independent validation processes and account research for potential fraudulent or suspicious activity.
• Stop Payments: Process Cashier and Corporate Check Stop Payments received by branches and via fax or mail, including MoneyGram Checks.
• IRA Check Processing: Work with the frontline to determine the destination and manner in which IRA checks should be posted (e.g., transfer, rollover, etc.).
• Accounting Requests: Process requests from accounting such as PAC Transfer, Custodial Transfer, other AP requests, and check deposits received by accounting.
• Monogram Transfer Requests: Process Monogram Transfer (Cognition Transfer) requests.
• LOA Check Processing: Handle LOA Check Processing monthly received from the Investments department.
• User Acceptance Testing: Participate in User Acceptance Testing for Symitar Releases and any new processes implemented.
• Dormant Accounts Monitoring: Monitor dormant accounts during escheatment, working closely with internal departments on member outreach to retain memberships.
• Escheat Processing: Assist in escheat processing, including CA Notice reporting, remittance of CA and all other US states and territories. Work with Compliance to ensure a user story is created for new regulatory changes and processes. Perform due diligence in partnership with Compliance, based on each state's dormancy criteria, as well as remittance.
• Monthly Statement Validation: Assist in validating and approving monthly statements for origination, monthly dividend checks mailed to members, and processing board member deposits for auto allowance and legal consultation.
• Support for Member Operations: Support new and existing changes to member operations support tasks as well as share deposit products and services by creating test scripts and performing user acceptance testing on various system platforms.
• Complex Account Discrepancies: Analyze facts using credit union policies in conjunction with regulatory guidelines to make decisions when resolving complex member account discrepancies.
• Procedure Review and Improvement: Assist in the review and creation of department procedures while making process improvement recommendations that will enhance member service and/or operational efficiency.
• Interdepartmental Interface: Interface with various departments in a professional and positive manner in response to member account requests.
• Clerical Duties: Perform routine office and clerical duties to organize and maintain CU files and records within the record retention policy.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs other duties including special projects as assigned.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:

• Knowledge of financial products and services consistent with three to four years of experience in a financial institution.
• Strong knowledge of policies, procedures, applicable laws, codes, regulations, and materials related to the operation and financial products. [Reg. CC, Reg. D, E-sign act]
• Must have working knowledge of Microsoft Office Applications (Excel, Word, and Outlook)
• Preferred strong knowledge of Episys.
• Good written and verbal communication skills
• Ability to analyze and solve problems and apply mathematical reasoning and concepts
• Ability to interact with staff, member, supporting departments and others encountered in the course of work
• Ability to perform highly detailed work on multiple, concurrent task, under intensive deadlines
• Ability to work quickly and independently with high volume transactions, calls, and emails.
• Organized and detailed oriented with the ability to effectively multi-task in a fast-paced environment.
• Ability to develop, revise, and implement procedures.

Education, Training and Experience:

Potential candidates for this position should meet the following requirements:

• Associates Degree in a related financial field. Bachelor’s degree in related field preferred.
• Minimum 2 - 5 years related experience in a financial institution.
• Proficient working knowledge and experience with processing transactions.
• Must have working knowledge of Retail Services and back office operations in a financial institution.
• Experience in systems conversions and interdepartmental projects preferred.

One year of relevant professional-level work experience may be substituted for one year of required education.

WORKING CONDITIONS:

• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
• The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs.
• The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

PHYSICAL ABILITIES, MENTAL DEMANDS, AND WORK ENVIRONMENT

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

The employee is frequently required to walk and stand. Specific vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment as necessary during the workday. The employee works under typical office conditions and noise levels.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.