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Job Type Full-timeDescriptionAs a Member Support Operations Specialist, you play an instrumental role in championing our mission to make a positive difference in the lives of our members, team, and communities. Your role is dedicated to ensuring the efficient operation of our Member Support Center while delivering exceptional service. You will manage clerical and research tasks, address member inquiries and disputes, and ensure compliance with financial regulations and standards. You will engage members using your consultative skills and guide them to the appropriate resources. Every action you take will underscore our commitment to enhancing the lives of our members and the communities we serve.RequirementsRequirements Perform clerical tasks, including answering phones, transferring calls, and handling inquiries related to account openings, closings, and other functions via phone, web forms, and email. Assist with account-related services such as deposits, document requests, check orders, and digital banking. Process new membership applications and ensure that complete and accurate information is received and entered. Facilitate product add-ons and upgrades for existing members, ensuring that all requests are handled with promptness, efficiency, and exceptional service.Support loan applications by assisting members with the application process, communicating with relevant departments, and ensuring all required documentation is received and processed.Process wire transfer requests, ensuring all compliance requirements and banking regulations are followed.Manage incoming web form requests, reviewing requests for accuracy and completeness before routing them to the appropriate department or agent.Maintain accurate records of member interactions and activities in our systems, ensuring that all necessary information is entered promptly and correctly.Collaborate with other departments or agents to enhance the efficiency of administrative processes and ensure optimal service delivery to members.Provide high-quality assistance to internal and external members, resolving issues related to electronic and payment transactions.Process incoming and outgoing transactions, including ACH, share drafts, business ACH originations, bill payer services, wire transfers, remote deposit services, overdrafts, and return items. Ensure compliance with relevant regulations, handling cardholder disputes and claims in accordance with Regulation E. Scan and archive documents in the imaging system and compile data for membership reports. Develop proficiency in emerging digital payment technologies and back-office systems critical to the role. Assist members with telephone requests, resolve problems, and refer calls to appropriate departments as necessary. Support members using various communication platforms, including secure messaging, chat, video, and online applications. Maintain member loan files and managed requirements related to adverse actions. Adhere to all organizational policies, including safety, security, and the Bank Secrecy Act.QualificationsAn Associate degree in a related field or equivalent work experience required A bachelor's degree in a related field is preferred. Two (2) years or more at a financial institution providing member service and support in a Member Support Center environment required Proficiency in Microsoft 365 (Excel, Word, PowerPoint, Outlook). Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and maintain registration as a registered Mortgage Loan Originator (MLO). Availability to work Saturdays is required.
