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Silver State Schools Credit Union · 1 day ago

Operations Support Services Officer

630 Trade Center Dr, Las Vegas, NV 89119, USA

Full-time

Hybrid

Mid Level

$24.32/hr - $26.11/hr

3+ years exp

Silver State Schools Credit Union is dedicated to providing excellent member service and financial solutions. The Operations Support Services Officer is responsible for supporting branch and departmental functions, assisting with member inquiries, and providing outstanding service to both members and internal teams.

BankingFinancial ServicesMobile Payments

Responsibilities

Processes all incoming and outgoing communication daily. This includes but is not limited to verification of deposits, member and frontline correspondence, and research requests

Scans/data sorts/system indexes all incoming documents including but not limited to loan documents, daily work, death certificates, legal documents, and other member records. Responsible for filing, storge, and destruction of checks as specified in SSSCU policies and procedures

Responds and researches member inquiries regarding the operations of accounts, access to services, resolving account discrepancies, loan application questions as well as loan decisions, balancing and reconciling account ledgers, adding or reducing service features on various account types and shares, and educating and assisting members on all digital services and functions. This is primarily done via email, by phone, using chat functions, and by assisting SSSCU employees

Processes a variety of financial transactions for members including the opening and closing of accounts, issuing checks, processing deposits and withdrawals from accounts, processing loan and mortgage payments, filing insurance claims, issuing/reissuing certificates, drafts, and other negotiable instruments

Processes, organizes, and files IRA forms and assists with monitoring the accuracy of all IRA transactions

Assists with frontline and member support of online banking for business account functions, remote deposit capture, ACH incoming and outgoing, online wires, Check Positive Pay and supporting all business bill pay users

Must be comfortable in a high-volume/productions, fast paced environment. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement

Processes all digital payments inquiries including dispute resolutions, resolving escalated member payment issues, reviewing payment holds, and general ledger reconciliation. Assists Risk Management with digital payment fraud investigations, researches improper payment usage and processes requests from Bill Pay for return of funds

Must be highly proficient in the knowledge and use of all digital/electronic products and services with emphasis on new technology to ensure the success of all technologies. Assists in training employees and members on all digital platforms including remote deposit capture, transfers to other institutions, and billpay. Assisting members with access and all services pertaining to online banking including mobile banking applications

Resolves issues for members including logging into online banking, business online banking, mobile application and other online banking products, how to use the functions, and general questions

Supports frontline and departments on member support research, processes and procedures

Recommends efficiencies in support workflows for automation

Assists with quality control for frontline and department assigned applications

Works cooperatively with all other departments to ensure all member and employee requests are completely satisfied

Completes various reports and projects as required

Adheres to the Credit Union's core values (SMART Pro)

Follows established credit union policies and procedures, government rules and regulations, and visitor and security guidelines

Other duties and functions as assigned by leadership

Qualification

Banking operations experienceDigital banking proficiencyCredit union product knowledgeCommunication skillsMicrosoft Office Suite

Required

High school diploma or general education degree (GED); and a minimum of 3-5 years related experience and/or training in banking operations; or equivalent combination of education and related experience

Thorough knowledge of credit union's computer system for performing basic input/output tasks

Must take all required digital banking certification classes and pass exams within 6 months of hire date