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Credit Union West · 7 hours ago

Sr. Operations Support Specialist

Corporate Center, Glendale, AZ, US

Full-time

Onsite

Mid, Senior Level

3+ years exp

Credit Union West is a recognized leader in employee satisfaction and service excellence. The Sr. Operations Support Specialist role focuses on enhancing member experiences by providing industry-leading support for lending services, handling specialized accounts, and resolving account adjustments efficiently.

BankingCreditFinancial ServicesInsurance

Responsibilities

Operations Lending Support – Maintains an extensive knowledge of Credit Union West consumer and real estate lending platforms to support a variety of team member lending related questions in a timely, professional, and friendly manner via phone, email, and messaging channels. Supports a variety of services ranging from general inquires to complex loan recasts, interest accrual calculations, and provides guidance and assistance with funding error resolution. Identifies, recommends, and submits requests for procedure creation and/or revision. Collaborates and assists with user acceptance testing for various systems and operational projects. Meets or exceeds established department metrics and service level agreements

Specialized Accounts Handling - Acts as a subject matter expert for specialty accounts and documents, including but not limited to: Trusts, Estates, Business, Representative Payees, Conservatorships, Power of Attorneys, UTMA. Conducts quality assurance on specialty accounts. Serves as an analyst for specialty accounts by conducting research, assembling legal documents, making assessments, and recommending legal review if applicable. Facilitates support of deceased member accounts, including loan updates, account review, communications, maintenance, or closures, with a sensitive disposition while navigating legal boundaries and regulatory requirements. Responsible for updates to the CRM system to provide frontline team members with instructions

Account Adjustment Resolution - Assists with and regularly completes simple and complex loan recast and adjustments. Performs file maintenance when appropriate to ensure accounts and loans reflect correctly in the core. Completes research and follow up on returned checks from loan proceeds. Is responsible for completion of assigned reports and ensures resolution of findings. Identifies trends and makes recommendations to management for improved processes or training to reduce loan posting errors

Performs other duties as assigned

Qualification

NMLSBank Secrecy ActMicrosoft OfficeSharePointMulti-taskingEffective communicationCritical thinkingTime managementOrganizational skills

Required

A high school diploma or G.E.D

3-5 years of experience in operations, preferably in a Credit Union or financial institution environment

NMLS required

Able to communicate effectively and tactfully with employees and members both orally and in writing

Demonstrate critical thinking and being self-reliant to better analyze and solve problems

Effective time management and organizational skills

Ability to multi-task and be agile to serve members and employees

Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom)

Thorough knowledge and understanding of organization's Employee Handbook and policies

Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, AntiMoney Laundering, Right to Financial Privacy Act, and the Bank Bribery Act