Member Service Operations Specialist

Job Description

Job Description

Salary : $25.00

The primary role of this position is to support the operational effectiveness of front-line staff across all credit

union branches and the contact center. To accomplish this role must maintain and manage operational

procedures, handle related help desk requests, and serve as the main point of contact for procedural clarification

and operational support. Will contribute to administrative tasks and provide support for various departmental

programs, assist with the rollout of new products and services, and oversee the day-to-day facility and supply

needs of branch and contact center locations. This role is responsible for maintaining compliance with all

required regulations and policies, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign

Assets Control (OFAC) policies, procedures, and regulations.

Essential Functions & Responsibilities :

• Maintain, update, and manage department resources related to the creation, revision, and

documentation of operational procedures for front-line branch and contact center staff. Serve

as the main point of contact for procedural clarification, operational support and help desk

requests. Ensure compliance with internal policies, procedures, and regulatory standards in

daily operations. Identify procedural deficiencies and support retraining or coaching of staff to

ensure adherence to operational standards.

basis. Provide administrative support for various departmental programs and initiatives.

Handle and respond to internal and external audit requests in a timely and accurate manner.

Process account charge-offs in coordination with applicable departments and policies. Prepare,

review, and distribute operational reports to management to support data-driven decisionmaking

and ensure departmental accountability.

communication and training materials for branch and contact center staff regarding new

company initiatives. Support implementation activities to ensure smooth adoption across all

service channels.

addressing facility issues and coordinating with vendors as needed. Maintain partial

responsibility for office and operational supplies, including tracking inventory and maintaining

an updated list of items to be ordered. Coordinate supply requests with branch and contact

center staff to ensure timely replenishment.

Desired candidate will

Employee Benefits

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status