Retail Operations Specialist (Viera West)

Job Description

Job Description

RETAIL OPERATIONS SPECIALIST

The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “ Always improve the financial well-being of our members and make a positive difference in the communities we serve ,” by delivering outstanding service to both internal and external members.

The Retail Operations Specialist serves as the subject matter expert for specialized deposit products and account servicing. This role provides guidance and support to members and frontline team members while ensuring specialized accounts are established, maintained, and serviced accurately and in compliance with regulatory requirements. The Retail Operations Specialist partners across departments to improve processes, support training, and enhance overall member experience.

Community Credit Union of Florida is an Equal Opportunity Employer and supports a drug-free workplace.

ESSENTIAL DUTIES

Member Experience

• Deliver exceptional service to members and frontline team members by providing timely, accurate guidance on specialized deposit products and account servicing.
• Serve as the primary resource for complex deposit account questions, including IRAs, HSAs, trust accounts, business accounts, representative payee accounts, deceased accounts, and other specialized account types.
• Identify opportunities to improve the member experience through process improvements and operational efficiencies.
• Collaborate with internal departments to resolve complex member issues and support organizational goals.

Account Servicing

• Open, maintain, and service specialized deposit accounts in accordance with credit union policy and regulatory requirements.
• Process complex account maintenance, including beneficiary changes, required minimum distributions, account conversions, trust documentation, and deceased account administration.
• Support retail with specialized account requests by reviewing, verifying, and processing documentation while ensuring accuracy, compliance, and appropriate account structure.
• Educate members on specialized deposit products, account features, and available services to support informed financial decisions.

Collaboration

• Maintain advanced knowledge of specialized deposit products and regulatory requirements.
• Develop and maintain job aids, procedures, and operational documentation.
• Participate in testing, implementation, and continuous improvement of new products, systems, and processes.

Compliance & Operations

• Ensure all specialized account activity complies with credit union policies, IRS regulations, and applicable federal and state requirements.
• Maintain accuracy and attention to detail in all account documentation, processing, and system entries.
• Monitor operational reports and complete assigned work within established service levels.
• Adhere to Bank Secrecy Act (BSA), Customer Identification Program (CIP), Anti-Money Laundering (AML), Customer Due Diligence (CDD), and all other regulatory requirements.
• Support fraud prevention, risk mitigation, and operational controls while protecting member information.

POSITION REQUIREMENTS

• Associate degree or equivalent work experience preferred.
• Two to five years of financial institution experience with specialized deposit products preferred.
• Working knowledge of IRAs, trusts, business accounts, and other specialized deposit products.
• Strong communication, organizational, and problem-solving skills.
• Attention to detail with the ability to manage multiple priorities.
• Proficiency with Microsoft Office and other business applications.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, drafts.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.

MENTAL DEMANDS

The incumbent for this position may operate any or all the following: telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers.

The incumbent in this position must be able to read documents or instruments, perform detailed work and problem solve; possess excellent member contact and verbal and written communication skills; have strong math and analytical reasoning skills; and the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.