Risk Support Specialist

Job Description

Job Description

Summary : The   Risk Support Specialist is responsible for the daily servicing, account monitoring and compliance duties required by the Risk Management department following documented policies, established procedures and internal controls. Provides daily assistance to members and internal staff and consults with management when required.

Essential Duties and Responsibilities: Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned.

1. Account Monitoring and Service Request
   1. Responsible for Overdraft Privilege program and negative account monitoring:
      1. Creates and mails Overdraft Privilege daily notices. 
      2. Tracks accounts through Negative Share Monthly Charge Off Reporting and completes account maintenance.
      3. Reports charge-off accounts to ChexSystems and makes corrections when necessary.
      4. Monitors and reports on recoveries on charged-off share accounts. 
      5. Tracks and reviews daily the transaction(s) that cause an account to go over the $600 ODP negative account limit (except mortgage escrow) for setting and managing account alerts. Follows procedures for next steps (follow-up with member or Management). 
      6. Performs collection activities, including member outreach, notification of the overdraft balance, and follow-up efforts to secure repayment and restore accounts to a positive balance.
   2. Reviews and replies to ChexSystems disputes:
      1. Reviews and researches ChexSystems member initiated disputes and completes the replies within required time period.
      2. Follows established procedures and Fair Credit Reporting Act to approve the request and update the reporting.
   3. Acts as a resource for account closing guidance and deceased member account monitoring;
      1. Reviews and logs newly deceased member account notes.
      2. Reviews past memo, diary entries or deceased flags placed on accounts prior to the March 2021 diary centralization to the Risk Management department.
      3. Collects share account card and loan documentation to review ownership and validate that system entries are accurate. Understands single, joint and POD account designations and when right of offset of shares can occur.
      4. Forwards accounts that require loan follow-up to Loss Mitigation.
      5. Tracks, notes and restricts deceased accounts following established procedures
   4. Service request:
      1. Gathers deposit account or loan documents, statements from any source and any other details required to complete an account/loan research service request.
      2. Generates member statements as requested.
   5. Dormant Account and Escheat Process:
      1. Monitors dormant accounts and closes those with a zero balance, monthly.
      2. Sends the official 5-year OUF-8 notification, tracks responses, provides reports to Branch Managers.
      3. Completes the annual escheat process and account reporting to the State of Ohio.
   6. Adheres to Policy #2232 Member Withdrawal of Services:
      1. Follows established procedures to present accounts at the Special Meeting of the Members.
      2. Creates expulsions letter with specific notification requirements and mails to members.
      3. Completes account withdrawal processes from diary entry activation to expulsion completion.
      4. Main point of contact for member appeals and reservation process.
2. Member Account Document Servicing 
   1. Audits all new member accounts and existing account titling changes. Audits and compares that account documents accurately match the system account record and are appropriately signed and scanned into the electronic account record.
   2. Provides specialty accounts assistance that includes but are not limited to: Power of Attorney, Trust documents, UTMA, and Rep Payee.
   3. Verifies that account related legal documents have been presented and are archived with the account record. (i.e.: Trusts, POA, Death Certificates, etc.)
   4. Follows up with staff to ensure missing documents or information is obtained and completed. Scans documents obtained through follow-up via mail, fax, or in-person into the electronic account record.
   5. Utilizes a KeyInsight within the account record to report to the account opener any error or finding that must be corrected. The workflow is tracked for due date completion or Management follow-up if required.
   6. Initiates difficult and direct conversations and answers member questions.
   7. Advises staff to resolve errors, correct member accounts, answer regulation and/or disclosure questions or concerns. Reports errors to Director of Risk Management.
3. Additional Responsibilities
   1. Monitors the Risk e-mail box and forwards notifications when appropriate
   2. Provides extraordinary member service with a friendly demeanor and willingness to always assist:
      1. Confirms account ownership by following not in person procedures.
      2. Develops a rapport with the member and addresses the member by name.
      3. Handles member situations with sensitivity, tact and professionalism recognizing the diversity in our membership. Makes decisions within established guidelines or authorities
   3. Assists Risk Management department with other duties and back-up assigned.