Operations Specialist Account Services

The primary purpose of each 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 our community,” by delivering outstanding service to both internal and external members. A key element of excellent service is to identify the financial needs of each member and recommend an appropriate credit union solution.

The Account Services Specialist in the Operations Department is primarily responsible for being the subject matter expert regarding deposit products and providing service and guidance to our members, prospective members, and frontline staff in regard to all deposit products which include but are not limited to Individual Retirement Accounts (IRA), Health Savings Accounts (HSA), Certification of Deposit (CD) accounts, trust accounts, and deceased accounts. This can be achieved using the available electronic services which include online, mobile, and telephone. This position performs a wide range of clerical functions related to the issuance, maintenance, and compliance of deposit accounts.

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

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of corporate mission, core values and long term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
2. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all established service goals as measured by the Internal Service Survey.
3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
4. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
5. Provides phone and online service to members, prospective members, and frontline staff seeking assistance related to the issuance, maintenance, and compliance of credit union deposit accounts. This includes Roth and Traditional IRAs, Inherited IRAs, HSAs, ESAs, CD accounts, Trust Accounts, Representative Payee Accounts, Business Accounts, and deceased member accounts.
6. Decision and process specialized account requests. Also, provide guidance and assistance to branch employees with specialized account requests. Process mail and fax requests, perform routine maintenance on existing accounts, close accounts, and follow up with member as necessary on specialized deposit accounts.
7. Continually assess the specialized account deposit product member experience and make recommendations for efficiencies and ways to create a better member experience.
8. Provides ongoing support regarding IRA processing or branch representative support, including responding to helpdesk requests
9. Assists in processing yearly required minimum distribution for IRA accounts as well as correcting Internal Revenue Service (IRS) tax documents relating to any deposit account product.
10. Learns and communicates the complex rules regarding IRA accounts and possesses the knowledge to open and maintain these accounts in accordance with IRS guidelines.
11. Performs routine maintenance on existing specialized deposit accounts (including adding and removing beneficiaries, calculating and verifying required minimum distributions, and conversions).
12. Understands loan products in order to provide service to members who hold a specialized account type or prospective members seeking consumer loans which may include but is not limited to: installment, commercial, credit card, signature, etc. Administers approved loans, establishes relevant files, and obtains pertinent information or reports as required.
13. Assists and supports member solutions by working with families to resolve delinquent and potential losses due to deceased accounts.
14. Participates in special projects and other assignments as directed by the Operations Manager and/or VP of Operations.
15. Participates in end-user testing of new products, procedures, or processes to ensure efficiency and workflow improvements.
16. Assists in writing procedures relating to deposit products and account services-related items in regard to the operations of the credit union.
17. Drives sales through various branch channels, including the website, email, bill pay, online banking, phone and mobile devices, and chat.
18. Works with the assistance of the manager and the training department to provide training to new employees and recurrent training to existing employees in the area of deposit products and Individual Retirement Accounts and other specialized account types.
19. Takes initiative to continuously develop skills and industry knowledge of Individual Retirement Accounts in accordance with IRS guidelines to better serve the members.
20. Assists members with the selection of various accounts, products, electronic services, and financial services available from the credit union; ensures an emphasis is placed on the quality of service and member education through inbound inquiries as well as outbound calls to update the members on their request for assistance, and educating members on the benefits of the products offered by the credit union.
21. Conduct oneself in a professional, friendly manner with an emphasis on member education and quality of service and providing assistance to members and support for other related branch activities. Works daily and monthly reports to ensure adequate security measures are being taken to protect member accounts.
22. Adheres to security controls policies and procedures to aid in the detection and prevention of fraud, theft, robberies, threats of violence, fires, accidents, and facility safety.
23. Maintains ongoing communication with the supervisor, informing an individual of all pertinent problems, irregularities, new developments, changes, and other important information within the department.
24. Ensures activities are completed in a timely fashion and conform to the established policies and procedures of the credit union.
25. Assists and supports members conducting transactions electronically through strong written and verbal communication. Must be able to quickly identify the needs of the members and provide an efficient solution. Must be able to research and troubleshoot to solve the issue in which the answers may not be immediately identified.
26. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
27. Performs other related duties as assigned and works on special projects as assigned.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Associate’s degree (AA) from college; or two (2) to five (5) years related experience and/or training; or the equivalent combination of education and experience. Work-related experience should consist of financial institution operations, exceptional customer service, and a sales background. Work experience should also consist of opening new accounts and general knowledge of IRA and HSA accounts and experience. Educational experience, through in-house training sessions, formal school or financial industry-related curriculum, should be business or financial industry-related.
• Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations.
• Proficient in all Microsoft Office applications, and computer skills with effective typing abilities to meet the production needs of the position.
• Completion of learning management system courses for intermediate IRA and HSA knowledge and proven understanding of concepts.
• Intermediate to advanced experience and knowledge of operation activities, terminology, products and services; related state and federal compliance regulations and operational policies.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; count currency, coin, and negotiable instruments in a timely manner.
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly to members and employees.
• Effective organizational and time management skills, with the ability to multi-task and the ability to work with minimal supervision while performing duties.
• Ability to handle some complex problems in nature requiring some analysis or research to determine the best solution using independent judgment, discretion, and initiative in the absence of specific directions from management.
• Ability to meet deadlines in a timely manner.

The incumbent must be able to perform this position safely, without endangering the health or safety to individual others.